Settings at a glance
Every group in the Settings sidebar, in one screenshot, with what each one is for.
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. The setting people look for most is Company Profile's Default Timezone and Currency, since both drive dates, invoices, and SLA timing across the whole instance.
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 generated, priced, and sent. Invoice Settings, the page you land on, is what people look for most, since it controls whether a generated invoice needs a tech's approval before it goes to a client.
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, triaged, and closed. Ticket Review is what people look for most, since it decides who can close a resolved ticket and whether Elise auto-closes one after a timeout.
Service Levels
Service Levels holds SLA Policies, SLA Display, Business Hours & Holidays, and Time Tracking. Go here to set response and resolution targets per priority, choose whether an SLA counts business hours or the full calendar, and set the working hours and holiday region the rest of the instance reads. SLA Policies, the page you land on, is what people look for most, since the actual per-priority targets live there.
Clients
Clients holds Client Boards, Meetings & Agendas, CSAT, Email Experience, and Client SLAs. Go here to change which tabs organize your client list, turn on customer-satisfaction surveys after a ticket closes, and control what clients see from the portal. Client Boards, the page you land on, is what people look for most, since each board is both a tab on the Clients page and a visibility boundary for staff.
Email
Email holds Mailbox & Sending, Signature & Footer, and Email Templates. Go here to connect the shared mailbox tickets flow through, set the name clients see, and edit the wording of automated emails. Mailbox & Sending, the page you land on, is what people look for most, since it turns on the inbound listener and sets the from-name clients see.
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, is what people look for most, since it sets the load metric and default time estimates dispatch uses.
AI Assistant
AI Assistant holds Identity, Providers & Model, Ticket Evaluation, Actions & Automation, Script Review, Privacy & Redaction, and AI Budget. Go here to rename the assistant, switch between Anthropic and OpenAI, control what gets redacted before a prompt reaches the model, or cap monthly spend. AI Budget and Privacy & Redaction are what people look for most, since both moved off the Identity page onto their own screens.
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 what people look for most, though it is a doorway: roles are actually 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 own identity fields on Owner Controls, how long logs are kept on Data Retention, and guided setup flows on Setup Wizards. All Settings is what people look for most, since it searches every registered setting and links to the page that edits it.
RMM
RMM holds one page, Device Approval, which decides how a newly enrolled device becomes a managed one. Go here to choose Automatic approval, automatic approval above a confidence score, or manual approval by a technician. It is also the one setting people look for in this group, since it is the only page here.
Why it works this way
A few values set on one page are read by several different parts of the product: Default Timezone on Company Profile also drives the SLA business-hours fallback, cron schedules, and manual time-entry day bucketing.
Business Hours on Service Levels is one setting read by three systems: the SLA clock, dispatch scheduling's default working window, and the recurring-ticket scheduler.
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
All Settings search
Open Settings > System > All Settings and search across every registered setting, with a link to the exact page that edits it.
Setup Wizards
Open Settings > System > Setup Wizards and run a guided, multi-step flow that sets several related settings at once.
Elise
Ask Elise, the AI assistant, where a setting lives or what it does.
Questions this page answers
Where are the global timezone and currency set?
Right here on Company Profile, alongside your company name and contacts. Default Timezone is the instance-wide clock: rendered dates and ticket timestamps, cron schedules, manual time-entry day bucketing, and the SLA business-hours fallback all follow it. Rendered dates and time-entry bucketing pick up a change immediately; cron job schedules re-read it when the cron container next restarts. Ticket auto-close timing is set on Settings → Service Desk → Ticket Review, and invoice cadence and numbering on Settings → Billing & Pricing → Invoice Settings.
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.
What does Ticket Review do?
When ON, tickets pass through a Resolved status before they can be Closed. The tech marks the work done; a reviewer (or Elise, if you let her) does the final close. When OFF, Resolved is hidden from the status dropdown and tickets close in one step.
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 does SLA Display cover?
Two things. Its per-priority sub-pages (Critical, High, Medium, Low) are where you set each level's First Response and Resolution targets, and those do drive when SLA breaches. Above them, SLA Display shows a read-only view of the display-only indicators: the Excellent / Good response thresholds (the green and blue checkmarks on a row) and the timer color thresholds (green to amber to red). Those indicator values are edited on SLA Policies, so each shows an Edit in SLA Policies link.
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.
What do client boards drive?
Each board is a tab on the Clients page (Managed, Co-Managed, Break-Fix…) AND an ACL boundary: visibleToRoles + visibleToPodIds limit which staff see which clients. Mark a board Required to keep it on the list permanently; mark it isDefault to make it the landing tab. Adding a board creates a NavItem automatically - no separate nav edit needed.
When does the CSAT email go out?
A CSAT request is queued the moment a ticket transitions to CLOSED (or RESOLVED, when Ticket Review is on and Elise auto-closes). The client receives an email with N rating buttons matching your selected Scale (3 / 5 / 10) and clicks one to submit - no login required.
How do I configure email sending?
Go to Settings → Email → Mailbox & Sending to see which mailbox each mail function sends from; connecting or reconnecting a mailbox happens on Admin → Integrations → Microsoft Entra ID, which that page links to. You can also configure 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). 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.
How do I switch AI providers?
Pick Anthropic (Claude) or OpenAI (GPT) from the radio; each needs its API key set in Integrations, under the AI category. Choosing a provider now writes both the legacy ai_provider value and the canonical ai_provider_priority list (the runtime resolver prefers the priority list, with ai_provider as fallback), so ordered fallback is wired from the UI. Avatar Upload lives on the Identity page beside the assistant name, not here.
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's a Setup Wizard?
Multi-step config flow that touches several SystemConfig keys at once (e.g. Make-ezCyber-my-PSA wizard commits Replace mode + invoicing defaults + tax behavior in a single guided sequence). Completion is recorded permanently per instance (WizardRun) - the launcher and onboarding checklist show done state across operators and browsers; localStorage only provides fast per-browser resume of a wizard in progress.
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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