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:
| Section | Description |
|---|---|
| Billing | Subscription plan and invoices |
| Portals | Portal management |
| Users | Team members and roles |
| Integrations | Jira and AI service connections |
| Single Sign-On | SSO connections for your identity provider |
| MCP Access | MCP client access settings |
| Account | Personal account settings (name, password) |
Integrations
Configure organisation-wide service connections from Admin > Settings > Integrations.
Jira
Connect Jira to sync tickets between your portals and Jira projects.
- Enter your Jira URL (for example, https://yourorg.atlassian.net).
- Enter the email address of your Jira service account.
- Enter the API token for that account.
- 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.
- Enter your API key.
- 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.
- Enter your Shop Domain (for example, yourstore.myshopify.com).
- Enter your API Key and API Secret from your Shopify app settings.
- Enter the Access Token generated for your app.
- Click Save, then Test Connection to verify.
Once connected, AgentDesk syncs the following data from your store:
| Data | What is synced |
|---|---|
| Products | Title, vendor, status, variants, and images |
| Orders | Financial status, fulfilment status, total price, and line items |
| Customers | Customer records associated with orders |
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.
- Enter your Store Hash (found in your BigCommerce API account settings).
- Enter your Client ID and Client Secret.
- Enter the Access Token for your API account.
- 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:
| Field | Description |
|---|---|
| Name | The label your users see when creating a ticket |
| Description | A brief explanation shown when selecting the type |
| Jira Issue Type | Which Jira issue type new tickets map to |
| Display Order | The order types appear in the portal |
| Active | Whether users can see and select this type |
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:
| Mode | What happens |
|---|---|
| Customer Visible | AI can post responses and feedback that customers see |
| Internal Only | AI keeps all responses internal; customers only see human responses |
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:
| Mode | How it works |
|---|---|
| Jira Sync | Ticket statuses sync with Jira; status changes in either system are reflected in the other |
| Local Only | Tickets are managed entirely within AgentDesk without Jira |
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
- Go to Admin > Settings > Single Sign-On.
- Click Add Connection.
- 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
- Save the connection.
Enforcing SSO on a portal
Each portal can have its own SSO policy. Go to Admin > Portals > [your portal] > SSO:
| Setting | What it does |
|---|---|
| Enabled | Allows SSO login for this portal |
| Enforce | Requires SSO -- password login is disabled for this portal |
| Connection | Which SSO connection to use |
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.