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File/Folder	Size	Actions
dashboard.audit_logs.yaml	1.09 KB	Del OK
dashboard.dashboard.yaml	3.33 KB	Del OK
dashboard.my_profile.yaml	2.68 KB	Del OK
dashboard.staff_directory.yaml	1.08 KB	Del OK
dashboard.system_logs.yaml	2.69 KB	Del OK
emails.banlist.yaml	669 B	Del OK
emails.diagnostic.yaml	944 B	Del OK
emails.email.yaml	6.49 KB	Del OK
emails.template.yaml	1.46 KB	Del OK
forms.yaml	3.87 KB	Del OK
install.yaml	2.39 KB	Del OK
knowledgebase.canned_response.yaml	1.17 KB	Del OK
knowledgebase.category.yaml	534 B	Del OK
knowledgebase.faq.yaml	880 B	Del OK
manage.api_keys.yaml	1.08 KB	Del OK
manage.custom_list.yaml	1.64 KB	Del OK
manage.filter.yaml	5.37 KB	Del OK
manage.helptopic.yaml	4.16 KB	Del OK
manage.pages.yaml	1.31 KB	Del OK
manage.schedule.yaml	1.18 KB	Del OK
manage.sla.yaml	1.68 KB	Del OK
org.yaml	1.16 KB	Del OK
settings.agents.yaml	3.29 KB	Del OK
settings.alerts.yaml	2.98 KB	Del OK
settings.autoresponder.yaml	2.02 KB	Del OK
settings.email.yaml	5.04 KB	Del OK
settings.kb.yaml	1.5 KB	Del OK
settings.pages.yaml	2.83 KB	Del OK
settings.system.yaml	9.15 KB	Del OK
settings.tasks.yaml	3.49 KB	Del OK
settings.ticket.yaml	5.87 KB	Del OK
settings.users.yaml	3.57 KB	Del OK
staff.agent.yaml	4.43 KB	Del OK
staff.agents.yaml	496 B	Del OK
staff.department.yaml	4.51 KB	Del OK
staff.departments.yaml	972 B	Del OK
staff.groups.yaml	1.07 KB	Del OK
staff.staff_members.yaml	1.04 KB	Del OK
staff.team.yaml	1.68 KB	Del OK
staff.yaml	1.05 KB	Del OK
tasks.queue.yaml	976 B	Del OK
tickets.queue.yaml	2.87 KB	Del OK

Edit: settings.agents.yaml

# # This is popup help messages for the Admin Panel -> Settings -> Agents # # Fields: # title - Shown in bold at the top of the popover window # content - The body of the help popover # links - List of links shows below the content # title - Link title # href - href of link (links starting with / are translated to the # helpdesk installation path) # # The key names such as 'helpdesk_name' should not be translated as they # must match the HTML #ids put into the page template. # --- # General Settings agent_name_format: title: Agent Name Formatting content: > Choose a format for Agents names throughout the system. Email templates will use it for names if no other format is specified. staff_identity_masking: title: Staff Identity Masking content: > If enabled, this will hide the Agent’s name from the Client during any communication. disable_agent_collabs: title: Disable Agent Collaborators content: > If Enabled, Agents that are added as Collaborators by Users will be automatically Disabled. This is helpful when Users are blindly adding Agents to the CC field causing the Agents to receive all of the Participant Alerts. <br><br> <strong>Note:</strong> <br> This setting is global for all User created Tickets via API, Piping, and Fetching. # Authentication settings agent_password_policy: title: Password Management Policy content: > Chose a <span class="doc-desc-title">Password Policy</span> for <span class="doc-desc-title">Agents</span>. <br><br> Additional policies can be added by installing <span class="doc-desc-title">Password Policy</span> plugins. allow_password_resets: title: Allow Password Resets content: > Enable this feature if you would like to display the <span class="doc-desc-title">Forgot My Password</span> link on the <span class="doc-desc-title">Staff Log-In Page</span> after a failed log in attempt. reset_token_expiration: title: Password Reset Window content: > Choose the duration (in minutes) for which the <span class="doc-desc-title"> Password Reset Tokens</span> will be valid. When an Agent requests a <span class="doc-desc-title">Password Reset</span>, they are emailed a token that will permit the reset to take place. staff_session_timeout: title: Agent Session Timeout content: > Choose the maximum idle time (in minutes) before an Agent is required to log in again. <br><br> If you would like to disable <span class="doc-desc-title">Agent Session Timeouts</span>, enter 0. bind_staff_session_to_ip: title: Bind Agent Session to IP content: > Enable this if you want Agent to be remembered by their current IP upon Log In. <br><br> This setting is not recommened for users assigned IP addresses dynamically. require_agent_2fa: title: Require Two Factor Authentication content: > Enable this feature if you would like to have an extra layer of authentication set up for Agents when they log into the helpdesk. Once they correctly submit their username and password, they will be required to submit a token to finish logging into the helpdesk.
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