System Settings

The System Settings section in EduDesk provides administrators with tools to configure and customize the platform to meet their school's specific needs.

Overview

Available in all subscription tiers (with enhanced capabilities in Pro and Premium), the System Settings allow administrators to:

  • Configure notification preferences

  • Customize ticket fields and workflows

  • Set up automation rules

  • Manage system integrations

  • Configure security settings

  • Customize the user interface

Accessing System Settings

  1. Log in with administrator privileges

  2. Go to "Administration" in the main navigation

  3. Select "System Settings"

General Settings

Basic Configuration

  1. Go to System Settings

  2. Select "General"

  3. Configure basic system parameters:

    • School name and contact information

    • Default language

    • Time zone

    • Date and time format

    • Default landing page

  4. Click "Save Changes"

Branding Settings (Pro & Premium)

Customize the look and feel of your EduDesk instance:

  1. Go to System Settings > General

  2. Select "Branding"

  3. Customize elements:

    • Upload school logo

    • Set primary and secondary colors

    • Customize email templates

    • Add custom welcome message

  4. Click "Save Branding"

Notification Settings

Email Notifications

Configure when and how email notifications are sent:

  1. Go to System Settings

  2. Select "Notifications"

  3. Configure email settings:

    • SMTP server configuration

    • Default sender address

    • Email signature

  4. Enable/disable notifications for different events:

    • New ticket creation

    • Ticket status changes

    • Comments added

    • SLA warnings

    • Knowledge base updates

  5. Customize email templates for each notification type

  6. Click "Save Notification Settings"

In-App Notifications

Configure notifications within the EduDesk interface:

  1. Go to System Settings > Notifications

  2. Select "In-App Notifications"

  3. Enable/disable notifications for various events

  4. Set notification persistence and display options

  5. Configure desktop notification permissions

  6. Click "Save In-App Settings"

Ticket Configuration

Custom Fields

Create additional fields for tickets to capture specific information:

  1. Go to System Settings

  2. Select "Ticket Fields"

  3. Click "Add Custom Field"

  4. Configure the field:

    • Field name

    • Field type (text, dropdown, checkbox, etc.)

    • Required/Optional

    • Default value

    • Display conditions

  5. Set field visibility (which roles can see/edit)

  6. Click "Create Field"

Ticket Categories

Manage the categories used to classify tickets:

  1. Go to System Settings > Ticket Fields

  2. Select "Categories"

  3. View existing categories

  4. Add new categories:

    • Category name

    • Description

    • Parent category (if applicable)

    • Default assignee

    • Associated SLA

  5. Reorder categories by dragging

  6. Click "Save Categories"

Status Workflow

Customize the ticket status progression:

  1. Go to System Settings > Ticket Fields

  2. Select "Status Workflow"

  3. View the current status flow

  4. Add custom statuses if needed

  5. Configure status transitions:

    • Which statuses can follow each other

    • Which roles can make each transition

    • Required fields for each transition

  6. Click "Save Workflow"

Automation Rules (Pro & Premium)

Create rules to automate ticket handling:

  1. Go to System Settings

  2. Select "Automation"

  3. Click "Create Rule"

  4. Define conditions:

    • Ticket properties (category, priority, etc.)

    • Keywords in title or description

    • User department or role

    • Time-based conditions

  5. Set actions:

    • Auto-assign to specific staff

    • Change priority

    • Add tags

    • Send notifications

    • Update fields

  6. Set rule execution order

  7. Enable/disable the rule

  8. Click "Save Rule"

SLA Configuration

Set up Service Level Agreements to ensure timely responses:

  1. Go to System Settings

  2. Select "SLA Configuration"

  3. Define SLA levels based on:

    • Ticket priority

    • Category

    • Department

    • Submitter role

  4. Set response and resolution time targets

  5. Configure business hours:

    • Working days

    • Working hours

    • Holidays

  6. Set up escalation rules for missed targets

  7. Click "Save SLA Configuration"

Security Settings

Password Policy

Define password requirements for users:

  1. Go to System Settings

  2. Select "Security"

  3. Configure password policy:

    • Minimum length

    • Character requirements

    • Expiration period

    • History restrictions

    • Account lockout settings

  4. Click "Save Password Policy"

Session Settings

Manage user session behavior:

  1. Go to System Settings > Security

  2. Select "Session Settings"

  3. Configure options:

    • Session timeout period

    • Concurrent session limits

    • IP restriction options

    • Forced re-authentication for sensitive actions

  4. Click "Save Session Settings"

Two-Factor Authentication

Configure multi-factor authentication options:

  1. Go to System Settings > Security

  2. Select "Two-Factor Authentication"

  3. Choose available methods:

    • Email verification

    • SMS verification

    • Authenticator app

  4. Set enforcement options:

    • Optional for all users

    • Required for administrators

    • Required for all users

  5. Click "Save 2FA Settings"

Integration Settings

Email Integration

Configure email processing for ticket creation:

  1. Go to System Settings

  2. Select "Integrations"

  3. Click "Email Integration"

  4. Configure settings:

    • Inbound email address

    • Email processing rules

    • Attachment handling

    • Auto-response templates

  5. Click "Save Email Integration"

Directory Services

Connect with school directory services:

  1. Go to System Settings > Integrations

  2. Select "Directory Services"

  3. Choose your directory type:

    • Google Workspace

    • Microsoft 365

    • LDAP/Active Directory

  4. Configure connection settings

  5. Map user attributes

  6. Set up synchronization options

  7. Click "Save Directory Integration"

API Configuration (Premium)

Manage API access for external integrations:

  1. Go to System Settings > Integrations

  2. Select "API Settings"

  3. Enable/disable API access

  4. Generate API keys

  5. Set rate limits and permissions

  6. View API usage statistics

  7. Click "Save API Settings"

Advanced Settings

Backup & Restore

Configure data backup options:

  1. Go to System Settings

  2. Select "Advanced"

  3. Click "Backup & Restore"

  4. Configure automatic backups:

    • Frequency

    • Retention period

    • Storage location

  5. Manually create backups

  6. View backup history

  7. Restore from backup if needed

System Logs

Access and manage system logs:

  1. Go to System Settings > Advanced

  2. Select "System Logs"

  3. View logs by category:

    • User activity

    • System operations

    • Security events

    • Error logs

  4. Filter logs by date, type, or severity

  5. Export logs for analysis

  6. Configure log retention settings

Maintenance Mode

Schedule system maintenance:

  1. Go to System Settings > Advanced

  2. Select "Maintenance"

  3. Configure maintenance window:

    • Start and end time

    • User notification message

    • Allowed IP addresses during maintenance

  4. Enable/disable maintenance mode

  5. Monitor active sessions

Best Practices

Configuration Management

  • Document all system settings changes

  • Test significant changes in a staging environment first

  • Create a regular schedule for reviewing and updating settings

  • Assign specific administrators to manage different setting areas

Security

  • Review security settings quarterly

  • Implement the strongest password policy your users can reasonably follow

  • Enable two-factor authentication for administrative accounts

  • Regularly review system logs for unusual activity

Performance

  • Clean up unused custom fields and categories

  • Limit the number of automation rules to prevent performance impact

  • Configure appropriate session timeouts

  • Schedule maintenance during off-hours

Troubleshooting

Common Issues

Email Notification Problems

If notifications aren't being sent:

  1. Verify SMTP server settings

  2. Check notification preferences

  3. Ensure email templates are properly configured

  4. Test email delivery from the system

Integration Failures

If directory synchronization isn't working:

  1. Verify connection credentials

  2. Check network connectivity

  3. Review attribute mappings

  4. Check synchronization logs for errors

Performance Issues

If the system seems slow:

  1. Review and optimize automation rules

  2. Check for excessive custom fields

  3. Review database size and cleanup options

  4. Contact support for optimization recommendations

Getting Help

For assistance with system settings:

  • Review the detailed system configuration guide in the Knowledge Base

  • Contact support at support@edudesk.org

  • Schedule a configuration consultation (Premium tier)

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