Settings

The Admin > Settings area provides access to organisation-wide configuration. This guide covers integrations, ticketing, SSO, and AI agent settings.

Settings overview

The settings page links to:

Integrations

Configure organisation-wide service connections from Admin > Settings > Integrations.

Jira

Connect Jira to sync tickets between your portals and Jira projects.

1. Enter your Jira URL (for example, https://yourorg.atlassian.net).
2. Enter the email address of your Jira service account.
3. Enter the API token for that account.
4. Click Save, then click Test Connection to verify.

The connection status shows whether the credentials are valid and when they were last tested.

AI service

Configure your AI service key to enable AI-powered workflows.

1. Enter your API key.
2. Click Save, then Test Connection to verify.

Both integrations can be removed at any time, which clears the stored credentials.

Shopify

Connect a Shopify store to sync product, order, and customer data into your portal.

1. Enter your Shop Domain (for example, yourstore.myshopify.com).
2. Enter your API Key and API Secret from your Shopify app settings.
3. Enter the Access Token generated for your app.
4. Click Save, then Test Connection to verify.

Once connected, AgentDesk syncs the following data from your store:

Shopify webhook events (such as product updates and new orders) trigger automatic syncs so your portal data stays current.

BigCommerce

Connect a BigCommerce store to sync product and order data into your portal.

1. Enter your Store Hash (found in your BigCommerce API account settings).
2. Enter your Client ID and Client Secret.
3. Enter the Access Token for your API account.
4. Click Save, then Test Connection to verify.

Once connected, AgentDesk fetches products and orders from your store. You can filter results by status, date range, and other criteria. Sync runs periodically to keep your portal data up to date.

Request types

Request types define the categories of tickets that your portal users can create. Configure them from a portal's Ticketing tab.

Each request type has:

You can add, edit, reorder, activate, deactivate, or delete request types.

Ticket automation

Control how AI automation interacts with your customers from the Ticketing tab:

Workflows

Workflows define how tickets move through your process -- the statuses they can have and the transitions between them.

Statuses

Each workflow has a set of statuses. A status has a name, a category (such as To Do, In Progress, or Done), and whether it is the starting or ending point of the workflow.

Transitions

Transitions define which status changes are allowed. For example, a ticket might move from "Open" to "In Progress", or from "In Progress" to "Resolved". Each transition can be restricted to certain roles (Portal Admin, Operator, or Customer) and can require a comment.

Workflow modes

Your portal operates in one of two modes:

Single Sign-On (SSO)

SSO lets your users sign in through your company's identity provider (such as Okta, Azure AD, or Google Workspace) instead of using a password.

Adding an SSO connection

1. Go to Admin > Settings > Single Sign-On.
2. Click Add Connection.
3. Fill in the connection details:
   • Display Name -- A friendly name (for example, "Company Okta")
   • Issuer URL -- The URL from your identity provider
   • Client ID and Client Secret -- From your identity provider's app settings
4. Save the connection.

Enforcing SSO on a portal

Each portal can have its own SSO policy. Go to Admin > Portals > [your portal] > SSO:

When SSO is enforced, the login page only shows the SSO sign-in button.

AI agent configuration

Configure the AI agent for a portal from the AI Agent tab:

• Agent Context Files -- Upload reference documents that the AI uses when working on tickets. These help the AI understand your specific systems and processes.
• Prime Directive -- Set behaviour guidelines for the AI agent, such as which areas it should focus on or any restrictions it should follow.