What the Settings groups are for
Find any setting fast: the 11 Settings groups and what each one controls, plus the search and Elise shortcuts that take you straight to the right page.
Company
Company holds Company Profile, Branding, Domains & URLs and Theme. Go here to set your company name, product name, phone, currency and default timezone on Company Profile, or to change your logo, favicon and portal address on Branding and Domains & URLs.
Billing & Pricing
Billing & Pricing holds Invoice Settings, Invoice Template, Sales Tax, Plans & Pricing, Billing Statuses, Legal Documents, Card Authorization, Profitability, Service Plans, Client Billing Overrides and Client Subscriptions. Go here to change how invoices are numbered, priced and approved, and what clients agree to when they save a card. Invoice Settings, the page you land on, covers invoice numbering, terms, approval and billable-time rules.
Service Desk
Service Desk holds Ticket Boards, Status Workflow, Priorities, Ticket Rules, Intake AI, Ticket Review, Recurring Tickets, Documentation Categories, Tag Defaults and Workflow Templates. Go here to change how tickets are organized, routed, reviewed and closed. Ticket Review sets who may close a Resolved ticket and when a Resolved ticket closes on its own.
Service Levels
Service Levels holds SLA Policies, SLA Display, Business Hours & Holidays and Time Tracking. The per-priority response and resolution targets are on SLA Display, not SLA Policies. SLA Policies holds the response quality bands, the Timer Color Thresholds and Breach Alerts, which warn you before a response target is missed and control how often a breach re-alerts. Business Hours & Holidays sets the working days and hours the SLA clock counts, and Time Tracking sets the timer rules.
Clients
Clients holds Client Boards, Meetings & Agendas, CSAT, Email Experience and Client SLAs. Go here to change how your client list is organized, how satisfaction surveys work, and how clients experience your email. Client Boards, the page you land on, organizes clients into boards.
Email
Email holds Mailbox & Sending, Signature & Footer and Email Templates. Go here to see which mailbox each mail function uses, set the name clients see, and edit the wording of automated emails. To connect or change a mailbox, use the Change mail connection link, which opens Admin > Integrations > Mail.
Dispatch & Scheduling
Dispatch & Scheduling holds Dispatch Rules, Calendar Sync, Quick-Fix Handling, Dispatch Tuning and Pod Scheduling Rules. Go here to change how work is assigned to techs and how calendars stay in sync with dispatched appointments. Dispatch Rules, the page you land on, sets the load metric, tier overflow and default estimates.
AI Assistant
AI Assistant holds Identity, Providers & Model, Ticket Evaluation, Actions & Automation, Script Review, Privacy & Redaction and AI Budget. Go here to name Elise and teach her your business, choose Anthropic or OpenAI as the primary provider, switch on AI PII Redaction, or cap monthly AI spend.
Security
Security holds Access & Sessions, CyberSentry, ThreatLocker Automation, and Staff Roles & Permissions. Go here to manage sessions, MFA, IP safeguards, API keys, and webhooks, or to reach the security integrations for endpoint protection. Staff Roles & Permissions is a doorway: roles are managed with your staff in the Team area, not on this page.
System
System holds Owner Controls, Data Retention, Integration Sync, Scheduled Jobs, Background Tasks, Alerts & Notifications, Admin Tools, Setup Wizards, All Settings, Integrations, System Logs and Pod Configuration. Go here for instance-wide administration: the owner's identity fields on Owner Controls, how long logs are kept on Data Retention, and guided setup flows on Setup Wizards. All Settings searches every setting.
RMM
RMM holds Device Approval and Network Mapping, and both are for MSP instances. Device Approval decides how a newly enrolled device becomes a managed one: automatically, automatically above a confidence score, or by a person. Network Mapping is one switch that turns on network mapping collection for every client, off by default.
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On this page
Why it works this way: What the Settings groups are for
Business Hours on Service Levels is one setting read by several parts of the product: the SLA clock, dispatch scheduling's default working window, and recurring tickets.
A few pages under Security and System are doorways rather than settings screens: Staff Roles & Permissions sends you to Team, Integrations sends you to the Integrations area, and System Logs sends you to Logs, because those things are managed or read from elsewhere.
Other ways to do this: What the Settings groups are for
All Settings search
Open Settings > System > All Settings and search across every setting.
Setup Wizards
Open Settings > System > Setup Wizards and run a guided, multi-step flow that sets several related settings together.
Elise
Ask Elise in plain words. "What controls ticket auto-close, and what is it set to?" finds the setting, its current value and the page that edits it (needs Settings view access). "Why did ticket 1234 close by itself?" explains a specific outcome from the ticket's history and your settings (also Settings view access, and you must be able to open that ticket). "Turn on AI PII redaction" changes a setting for you after you approve it (needs Settings edit access).
Questions this page answers
Where do the logo and favicon appear?
Company Logo shows in email headers, on invoice and quote PDFs, and on the client sign-in screen. Those are white or light backgrounds. Logo for Dark Backgrounds is optional. Upload one only if your main logo is hard to see on a dark background. It shows on the dark sidebar. It also replaces your main logo on the sign-in page's dark left panel. Leave it blank and both places use your main logo instead. Favicon shows in the browser tab. It can differ from the logo. It is also used as the agent's tray and desktop icon. All three fall back to defaults when blank. All three update right away when you save - no redeploy needed.
What does the Company Domain setting do?
Company Domain is your MSP's primary domain (for example yourcompany.com). It is used to match your organization in connected systems like your PSA and shared mailbox. It does not decide who is staff, staff are added explicitly under Team > Staff. The only other field on this page is Portal Base URL, the public address used in outgoing emails and links sent to clients.
What themes are available?
The portal offers three themes: Classic (light), Dark, and Custom. Go to Settings → Company → Theme to preview and switch, and use Custom to author your own palette. Your choice is saved per browser, so moving to another machine resets it to the default.
Business hours vs. calendar - which counting should I pick?
Business: the SLA timer only counts minutes during configured business hours, so 4-business-hour Critical means “4 working hours,” not “4 wall-clock hours.” Calendar: every minute counts, including overnight and weekends. Pick Business for normal helpdesk; Calendar for 24/7 NOC tiers.
What reads the Business Hours on this page?
One value, read everywhere: the SLA clock (response/resolution deadlines only tick during these hours and days), dispatch scheduling (the default working window techs are booked into, unless a tech or pod has its own special-hours override), and the recurring-ticket scheduler. Change it here and all three follow. Expected Hours per tech per day (the utilization baseline) is a different setting, edited under Service Levels → Time Tracking → Utilization Flags.
How do I configure email sending?
Go to Settings > Email > Mailbox & Sending to see which mailbox each mail function sends from. Help Desk, Billing, and Training each have a row. This page only shows the status. To connect or change a mailbox, use the link "Change mail connection". It opens Admin > Integrations > Mail. There you pick "Microsoft 365" or "Forwarded mail". If mail is not connected yet, the link says "Set up mail". You can also set your email signature in your profile.
What is on the Dispatch Settings page?
This page holds every knob for the dispatch engine. It covers the default ticket estimate and auto-tune, plus the quick-fix threshold and handling. It also covers the calendar reconcile interval and scheduling-window tuning (slot granularity, tier fill and overflow). Dispatch Rules also has Dispatch Unapproved Senders. Turn it on and tickets from unapproved senders can be dispatched to the default pod. The Dispatch Rules page also shows the master Dispatch Mode (off, preview, on). That row is a read-only mirror here, though. Click its Edit link, or go to Settings > AI Assistant > Actions & Automation, to change it. Techs get booked into the company's default working window: Business Hours (Service Levels → Business Hours & Holidays). The SLA clock uses that same value. Calendar Sync shows it too, with a link. The "Set up Dispatch" wizard writes these same settings with recommended values. This page is where you adjust them afterward.
How do I configure AI features?
Go to Settings → AI Assistant to manage prompts, business context, voice and tone, models, and provider settings. The assistant name is configurable on the Identity page there. The API key is managed separately under Integrations, in the AI category. AI usage costs are tracked on the dashboard.
Where are the AI budget and PII redaction settings?
They each have their own page now. Monthly AI Budget lives at Settings → AI Assistant → AI Budget, a month-to-date spend cap (unset falls back to a protective $300/mo default, an explicit 0 means unlimited, plus an emergency override flag). PII Redaction lives at Settings → AI Assistant → Privacy & Redaction, where you control what gets stripped before text reaches the model. The Identity page keeps only the assistant name, Business Context, and Voice & Tone.
What is the Staff Roles & Permissions link for?
This doorway explains that roles and their permissions get managed with your staff in the Team area. They control what your whole team can do across the portal, not just Security.
Where do the MSP identity fields live?
Your MSP's core identity is split across two pages. Settings → Company → Company Profile holds Company Name, Product Name, Phone, structured Address, Currency, and Timezone. Settings → System → Owner Controls holds Owner Name, Owner Email, and System Email. These render on invoice and quote PDFs, in email-template variables, and on the client portal. There are no separate Support Email or Billing Email fields anymore; those addresses derive from your connected help-desk and billing mailboxes. Owner Email is also the one account auto-promoted to Super Admin on first sign-in.
What is the Device Approval page for?
It sets who approves a new device. Three rows sit here, and one of them is in effect. Automatic approves every device that enrolls. The middle row approves a device only at or above a score. Manual waits for a tech. Click a row and it saves right away.
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