Workspace Settings

Overview

Workspace settings control the fundamental configuration of your Core instance, including regional settings, default behaviors, and system-wide preferences.

General Settings

Workspace Name

Set your workspace identity:

1. Go to Settings > General
2. Edit Workspace Name
3. This appears in the UI and communications
4. Save changes

Workspace URL

Your Core workspace URL:

• Format: yourcompany.core-app.com
• Contact support to change subdomain

Regional Settings

Timezone

Set the default timezone:

1. Go to Settings > General > Regional
2. Select Timezone
3. All dates/times display in this timezone
4. SLA calculations use this timezone
5. Save

Individual users can set personal timezones in their profile.

Date Format

Choose date display format:

Time Format

Choose 12 or 24 hour time:

• 12-hour: 2:30 PM
• 24-hour: 14:30

Currency

Set default currency:

1. Select primary currency
2. Used in budgets and financial displays
3. Currency symbol appears in reports

Language

Set the workspace language:

• Default language for interface
• Affects system messages
• Users can set personal preferences

Business Hours

Setting Business Hours

Define your operating hours:

1. Go to Settings > Business Hours
2. For each day, set:
   • Start time
   • End time
   • Or mark as non-working
3. Save settings

Time Zones for Business Hours

Business hours are evaluated in:

• Workspace timezone (default)
• Customer timezone (if configured)
• Technician timezone (for assignments)

Holidays

Add non-working days:

1. Go to Settings > Business Hours > Holidays
2. Click Add Holiday
3. Enter date and name
4. Optionally set as recurring
5. Save

Business hours affect:

• SLA calculations
• Automation scheduling
• Notification timing

Ticket Settings

Default Ticket Values

Set defaults for new tickets:

Ticket Numbering

Configure ticket ID format:

1. Go to Settings > Tickets > Numbering
2. Options:
   • Sequential: 1, 2, 3...
   • Prefixed: TKT-0001
   • Custom: Define pattern
3. Set starting number
4. Save

Required Fields

Make fields mandatory:

1. Go to Settings > Tickets > Fields
2. Toggle required status for fields
3. Required fields must be filled to save
4. Save configuration

Notification Defaults

System Notifications

Configure default notification settings:

1. Go to Settings > Notifications
2. Set which events trigger notifications
3. Choose default channels (email, SMS, in-app)
4. Users can customize their preferences

Quiet Hours

Set system-wide quiet hours:

1. Enable Global Quiet Hours
2. Set times when non-critical notifications are held
3. Critical alerts bypass quiet hours

Data Retention

Retention Policies

Configure how long data is kept:

1. Go to Settings > Data Retention
2. Set retention periods:
   • Closed tickets
   • Audit logs
   • Email logs
   • Attachments
3. Save settings

Archiving

Automatically archive old records:

1. Enable Auto-Archive
2. Set archive threshold (e.g., tickets closed >2 years)
3. Archived data is accessible but not in main views

Security Settings

Session Management

Configure session security:

Password Policy

Set password requirements:

1. Minimum length (recommend 12+)
2. Require uppercase/lowercase
3. Require numbers
4. Require special characters
5. Password expiration (optional)

Two-Factor Authentication

Configure 2FA settings:

1. Enable 2FA option
2. Choose methods (authenticator app, SMS)
3. Optionally require for all users
4. Set backup codes policy

IP Restrictions

Limit access by IP:

1. Go to Settings > Security > IP Allowlist
2. Add allowed IP addresses or ranges
3. Enable enforcement
4. Users outside allowed IPs are blocked

API Settings

API Access

Configure API access:

1. Go to Settings > API
2. Enable/disable API access
3. Set rate limits
4. Generate API keys

API Keys

Manage API keys:

1. Click Generate New Key
2. Name the key (e.g., "Integration - Zapier")
3. Set permissions
4. Store the key securely (shown once)

Webhook Settings

Configure outbound webhooks:

1. Go to Settings > Webhooks
2. Set signing secret
3. Configure retry behavior
4. Set timeout limits

Import/Export

Data Export

Export workspace data:

1. Go to Settings > Data > Export
2. Select data types to export
3. Choose format (CSV, JSON)
4. Generate export
5. Download when ready

Data Import

Import data into Core:

1. Go to Settings > Data > Import
2. Select import type
3. Upload file
4. Map columns
5. Preview and confirm
6. Execute import

Danger Zone

Workspace Deletion

Delete the workspace (Owner only):

1. Go to Settings > Danger Zone
2. Click Delete Workspace
3. Enter workspace name to confirm
4. This action is irreversible

Data Purge

Permanently delete all data:

1. Contact support
2. Verify ownership
3. Schedule purge
4. Data is unrecoverable

See also

• Permissions & Roles
• Branding
• Email Configuration