In the general settings, the default actions after replying to tickets or notes can be configured. Since each agent might prefer a different configuration though, these can be overridden for each individual agent by modifying their profile.
At the bottom of the WordPress user profile page, you’ll find a “WPHelpDesk Agent Settings” section with the following options:
- Default action after replying to a ticket — If left empty, it will use the global configuration from the general settings, otherwise it will be overridden with whatever is selected here.
- Default action after adding a note to a ticket — If left empty, it will use the global configuration from the general settings, otherwise it will be overridden with whatever is selected here.
- Sticky reply form – Enabling this will make the reply form always visible at the top of the page when it is open.