System Seeded — demo@summitpsa.com
Serve a branded, public knowledge base at /kb (articles set to Public visibility). Indexable by search engines.
/kb
Control which classification levels are required when creating or editing a ticket. Manage the taxonomy itself under Admin → Ticket Taxonomy.
The product name shown throughout the application (sidebar, page titles, sign-in, portal, emails). Changing this rebrands the interface for everyone.
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.
To create or edit boards, visit Admin → Service boards.
Applies to tickets created by agents.
Only portal-visible boards are shown.
How many days a quote is valid after creation.
0 = no reminders.
Below amber threshold shows as red.
Choose Local / OpenAI-compatible to keep all data on your own network — nothing leaves the machine.
Get your key at console.anthropic.com. Used by the Anthropic provider. Leave blank to keep the stored key unchanged.
console.anthropic.com
Full /v1 base URL (only used when the provider is Local / OpenAI-compatible). Requests go to {base URL}/chat/completions.
/v1
{base URL}/chat/completions
Required for the local/OpenAI-compatible provider (e.g. llama3.1). Leave blank to use the Anthropic default.
llama3.1
Each AI feature is on by default while a provider is configured. Turn one off to hide its button and block its endpoint.
Off by default. Requires a configured provider and the public knowledge base to be enabled. When on, a visitor's question plus the matched published, public articles are sent to the configured provider (Anthropic under your key, or your local model). It answers only from that content with citations, or says it has no confident answer — no internal, client, or ticket data is ever sent. It is rate-limited and spends your AI budget; use a local provider for maximum privacy. Unanswered questions appear in Knowledge base → Content gaps.
When on, email addresses, phone numbers and IPs are replaced with placeholders ([EMAIL], [PHONE], [IP]) before any AI call. This catches structured identifiers only — not free-text names. For maximum privacy use a local provider, where nothing leaves your network.
[EMAIL]
[PHONE]
[IP]
Available: critical_ticket, sla_breach, portal_submission, new_company, overdue_invoice
critical_ticket
sla_breach
portal_submission
new_company
overdue_invoice
Off by default: webhook URLs that resolve to internal addresses are refused as a precaution (SSRF). Enable this only for a self-hosted Teams/Slack-compatible receiver on your own LAN. Loopback and cloud-metadata addresses stay blocked either way.
Time entries are rounded up to the nearest interval before saving. Applies to both timer-stopped entries and manual entries.
Billable entries shorter than this are automatically extended. Non-billable entries are exempt.
Idle session length. After this many minutes of inactivity the session is cleared and the user is asked to sign in again.
Applies to both agent sign-in and portal contact sign-in.
Start with Notify to give agents a grace period, then switch to Enforce. Agents self-enrol at sign-in (no lockout). System / API accounts are exempt from Enforce; an agent set to “Require 2FA” individually is always required.
Applied when an agent or portal contact sets or changes their password.
IPv4 addresses listed here are exempt from account lockout counting. Failed attempts from these addresses are still logged. Invalid entries are dropped on save.
Your current IP: detecting… Add this IP
Sent automatically when a ticket arrives via the client portal or inbound email. Never sent when a technician creates a ticket manually.
Tokens: {ticket_number} {company_name} {contact_first_name} {ticket_title}
{ticket_number}
{company_name}
{contact_first_name}
{ticket_title}
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.
{contact_name}
{date_submitted}
{sla_line}
{sla_response_time}
{portal_url}
Replaces {sla_line} with the calculated response commitment. If no SLA is assigned, the line is omitted regardless.
Hi Sarah, Thank you for contacting us. We have received your support request and it has been assigned the following reference number: Ticket: T-00123 Subject: Cannot connect to email Submitted: Wednesday, 09 September 2026 at 23:10 Our team aims to respond within 4 hours. You can track progress and add information by visiting your support portal: https://demo.summitpsa.com/portal/tickets/123 Alternatively, reply to this email and your reply will be added to your ticket automatically. Thank you, Support Team
Preview uses sample values. Real emails use the actual ticket data.
Sends a monthly service report to enrolled client contacts. Configure per-company enrolment on each company page. View all enrolled companies →
1–28. Use 1 for the first of the month.
Tokens: {company_name} {month} {month_short} {year}
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These apply across the app for all users. Hidden modules stay reachable by direct link. Are you sure?
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