From the Administration tab, select Advanced → Tickets parameters.
The settings tab will open on the screen, let's discuss the various parameters:
Łukasz Strumiński|Created: 22/06/2026|Updated: 22/06/2026From the Administration tab, select Advanced → Tickets parameters.
The settings tab will open on the screen, let's discuss the various parameters:
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Specifies whether the status of the message will change automatically after replying. For example: if an agent responds to a message from a customer then the message status will change from Nowy to Oczekuje na klienta.
Possibility of detecting and making calls to the numbers included in the ticket.
Specify the prefixes included in the application response. Default: Re:|Odp:
This parameter allows you to unassign from the ticket without replying to the customer.
Unique identifier of the ticket.
A character that separates the identifier and application number.
The parameter specifies for how many days a ticket can be matched with a closed ticket. E.g., if the value is set to 10 days then for this time a new ticket can be matched to a closed ticket that has the same subject. Default: 7 days
The parameter specifies for how many days a ticket can be matched to a closed ticket with the ID and "in response to" header. E.g., if the value is set to 10 days then for this time a new ticket can be matched to a closed ticket that has the same ID or has "in response to" in the header. Default: 0 (disabled)
Allows you to specify which prefixes in email subject lines are to be ignored.
Specifies the status of the new ticket. Default: Nowy.
Specifies the status of the closed ticket. Default: Zamknięte.
You can select several statuses. If you want several statuses to close a ticket then when you add a new status, you need to add the newly created status here so that it is also responsible for closing the ticket.
Specifies the status of the linked ticket. Default: Połączone.
Specifies the status of the postponed ticket. Default: none.
It is recommended to add a dedicated status, e.g. Odłożony, so that when you select it, you can set a time within the ticket after which it will reset to Nowy status.
Specifies the time after which the postponed request will set to Nowy status. Default: 1.
Specifies the target status for a previously closed ticket when an email arrives. Default: Nowy.
Specifies the target status for a previously postponed ticket when an e-mail arrives. Default: Nowy.
For the above mechanism to work you need to have a parameter set within the queue:
Specifies what status will automatically appear when responding to a message. Default: Oczekuje na klienta
The time after which the message will be sent after clicking the Send button. During this time you can cancel the sending of the message. Default: 30 seconds
The option for the user handling the ticket to unassign after responding to the customer.
The number of days after which the system will delete tickets marked with the status Zamknięte. If the parameter is set to 0 tickets with this status will not be deleted.
When this option is checked, the system will require you to enter a category to save the ticket.
Specifies the default action that will appear on the ticket card when creating or editing a ticket.
The system will match tickets that are in another section with the same subject and sender's address.
The customer will receive a message about the merge of tickets.
Specifies the time after which unsent messages (e.g., due to an incorrect email address) will be highlighted in red in the ticket list.
You can find the message resending in Monitoring → Tickets monitor.
Set a default priority for each new ticket, e.g. "Domyślny".
Selecting this option will cause the Thulium system to set the person whose email is in the "Reply-To" field as the sender of the message. This comes in handy in situations where we get customer messages from services such as Allegro.
Specifies the e-mail addresses for which tickets are to be matched by message subject.
Ability to select the default category of a new ticket.
Ability to select the default queue of a new ticket.
A list of e-mail addresses from which a new ticket is always created. Messages coming from such an address will never be threaded and each e-mail will be a separate ticket.
It is possible to define domains from which a separate ticket will always be created by using the asterisk symbol, e.g. *@gmail.com
Parameter to unassign the User to the ticket in case of response (when the ticket was closed).
Parameter related to Remove user for new email in closed ticket, specifying the minimum time after which the assigned User is to be removed since the last change for the closed ticket.
Parameter that allows you to set a default setting for attaching a response to a forwarded message to a ticket.
The user who creates a new ticket is automatically assigned to it. By default, the option is enabled.
Font setting, default: Courier New
Set font size, default: 18
Set font color, default: none
Settings by default:
A user who writes back in a ticket that is not assigned to anyone will be assigned to it. By default, the option is enabled.