Administration Map
The Administration sidebar is the control room for the support desk. In plain words: this is where admins decide who can use the system, where tickets should go, how fast teams must respond, how email/API integrations connect, and how to monitor the platform.
Simple rule: if a screen changes people, permissions, routing, SLAs, mailboxes, integrations, or system health, it belongs under Administration.
One-to-One Sidebar Map
| Sidebar Item | What It Means | Everyday Example | Detailed Doc |
|---|---|---|---|
| Security | Two-factor authentication and sign-in safety for internal staff. | Require an admin to enter a one-time code before opening sensitive pages. | Security |
| Settings | General app setup, company defaults, branding, security policy, mail channels, sessions, tools, demo mode, and update settings. | Set the app timezone, default ticket priority, SMTP mail server, and logo. | Settings |
| Departments | Internal teams that receive and own tickets. | Create Billing, Technical Support, and HR so tickets route to the right team. | Departments |
| Team Directory | Internal staff accounts, their department, status, roles, and routing skills. | Create a new agent named Nida, put her in Support, give her Agent role, and add skills like payroll. | Team Directory |
| Ticket Setup | Ticket dropdowns and rules: categories, priorities, statuses, SLA policies, tags, custom fields, mailboxes, reply templates, FAQ, and business hours. | Add a Bug Report category, a Critical priority, and a business-hours SLA. | Ticket Setup |
| Integrations | API clients and webhooks used by outside systems. | Let a monitoring tool create tickets through the API or receive webhook events when a ticket changes. | Integrations |
| Platform Ops | Operational health, failed jobs, delivery logs, recovery snapshots, update actions, and maintenance tools. | Check why inbound mail stopped, replay a failed webhook, or create a configuration snapshot before an update. | Platform Ops |
| Delivery Diagnostics | Focused view of email, notification, and webhook delivery evidence. | Find out whether a customer reply email was sent, queued, failed, or retried. | Delivery Diagnostics |
| Identity & Access | Enterprise identity, active sessions, session revocation, and impersonation controls. | Review a user's sessions, revoke access, or allow a trusted admin to impersonate a user for troubleshooting. | Identity & Access |
| Roles & Permissions | What each role is allowed to see and do. | Allow Agents to reply to tickets but stop them from changing app settings or deleting users. | Roles & Permissions |
Which Page Should I Open?
| Goal | Open This | Why |
|---|---|---|
| Add a new support employee | Team Directory | This creates the internal user account and assigns department/roles. |
| Create a new team like Billing or HR | Departments | This creates the routing team that tickets and users can belong to. |
| Make a new ticket type | Ticket Setup > Categories | Categories describe the work type, such as Bug Report or Refund Request. |
| Make ticket deadlines follow work hours | Ticket Setup > Business Hours and SLA Policies | Business hours define open/closed time; SLA policies decide whether to use those hours. |
| Let email create tickets | Ticket Setup > Mailboxes and Integrations > Inbound Mailboxes | Mailbox setup defines the inbox; inbound API receives the parsed email. |
| Give a user more access | Roles & Permissions | Roles decide what pages and actions the user can use. |
| Check why an email or webhook failed | Delivery Diagnostics or Platform Ops | Diagnostics shows delivery evidence; Platform Ops shows broader system health. |
| Change logo, timezone, mail server, or password rules | Settings | These are app-wide settings. |
Example: Setting Up a Small Support Desk
- Open Departments and create
Support,Billing, andTechnical. - Open Team Directory and create users for each team. Assign each user a department and role.
- Open Ticket Setup and add categories like
Login Issue,Bug Report, andRefund Request. - Open Ticket Setup > Priorities and confirm priorities like
Low,Normal,High, andCritical. - Open Ticket Setup > Statuses and confirm workflow steps like
Open,In Progress,Waiting On Customer, andClosed. - Open Ticket Setup > Business Hours and set working days, closed days, and holidays.
- Open Ticket Setup > SLA Policies and decide which deadlines use business hours.
- Open Settings and set the default department, default status, default priority, mail server, timezone, and branding.
- Open Roles & Permissions and confirm staff only have the permissions they need.
Why Some Admin Menus May Be Hidden
The sidebar is permission-aware. That means users only see the admin pages they are allowed to use. If a manager says "I cannot see Team Directory", check their role in Roles & Permissions. Do not edit menu code just to show a page; assign the right permission instead.
Coverage Status
These docs now cover the Administration sidebar one-to-one. Some detailed pages still share related concepts: for example, inbound mailboxes are explained in both Ticket Setup and Integrations because one part is admin setup and the other part is the API endpoint.