System settings — SummitPSA

Portal

Portal name

Accent colour

Tagline

Show knowledge base in portal Show invoices in portal

Ticket Classification Requirements

Control which classification levels are required when creating or editing a ticket. Manage the taxonomy itself under Admin → Ticket Taxonomy.

Require Type on every ticket Require Subtype (only enforced when Type is set) Require Item (only enforced when Subtype is set)

Company

Company name

Support email

Support phone

Default timezone

Invoice footer

Branding

Application name

The product name shown throughout the application (sidebar, page titles, sign-in, portal, emails). Changing this rebrands the interface for everyone.

Module Visibility

Hide modules you don't use to keep the menu simple. Core modules are always shown. Hidden modules are removed from the menu but remain accessible by direct link, so nothing is lost.

Dashboard (always on) Tickets (always on) Companies (always on) Contacts (always on) Assets Knowledge base Canned responses Projects Contracts Renewal pipeline Schedule Time My timesheet Invoices Stock Quotes Reports

Service Boards

To create or edit boards, visit Admin → Service boards.

Default board for new tickets

Applies to tickets created by agents.

Default board for portal submissions

Only portal-visible boards are shown.

Show Board column in ticket list

Quotes

Default validity (days)

How many days a quote is valid after creation.

Default tax rate (%)

Reminder (days before expiry)

0 = no reminders.

Default terms & conditions

Margin — green above (%)

Margin — amber above (%)

Below amber threshold shows as red.

Require internal approval before quotes can be sent

AI Assistant

Anthropic API key

Get your key at console.anthropic.com. Powers ticket summarisation, resolution suggestions, sentiment, and reply drafting.

Microsoft Teams & Slack notifications

Teams incoming webhook URL

Slack incoming webhook URL

Notify on (comma-separated event keys)

Available: critical_ticket, sla_breach, portal_submission, new_company, overdue_invoice

Time Tracking

Rounding rule

Time entries are rounded up to the nearest interval before saving. Applies to both timer-stopped entries and manual entries.

Minimum billable increment

Billable entries shorter than this are automatically extended. Non-billable entries are exempt.

Timesheet week starts on

Require timesheet approval — technicians must submit their week for manager review before entries are available for billing.

Session timeout

Idle session length. After this many minutes of inactivity the session is cleared and the user is asked to sign in again.

Agent idle timeout (minutes)

Portal contact idle timeout (minutes)

Login security

Applies to both agent sign-in and portal contact sign-in.

Max failed attempts before lockout

Lockout duration (minutes)

Password policy

Applied when an agent or portal contact sets or changes their password.

Minimum length

Require an uppercase letter (A-Z) Require a lowercase letter (a-z) Require a number (0-9) Require a symbol (!@#$%^&* etc.)

IP whitelist

IPv4 addresses listed here are exempt from account lockout counting. Failed attempts from these addresses are still logged. Invalid entries are dropped on save.

Whitelisted IP addresses (one per line)

Your current IP: detecting…

Automatic acknowledgement email

Sent automatically when a ticket arrives via the client portal or inbound email. Never sent when a technician creates a ticket manually.

Enable acknowledgement emails

Subject line

Tokens: {ticket_number} {company_name} {contact_first_name} {ticket_title}

Email body

Plain text — line breaks are preserved. Tokens: {ticket_number} {ticket_title} {contact_name} {contact_first_name} {company_name} {date_submitted} {sla_line} {sla_response_time} {portal_url}.
{sla_line} includes the full SLA sentence plus a trailing blank line — remove it from the body if you prefer to omit the SLA commitment entirely, or use {sla_response_time} for just the sentence.

Include SLA response time

Replaces {sla_line} with the calculated response commitment. If no SLA is assigned, the line is omitted regardless.

Preview (sample data)

Automated Monthly Reports

Sends a monthly service report to enrolled client contacts. Configure per-company enrolment on each company page. View all enrolled companies →

Enable automated monthly reports Master switch. Must be on for any reports to send.

Send on day of month

1–28. Use 1 for the first of the month.

Send at hour

Email subject template

Tokens: {company_name} {month} {month_short} {year}