Under Administration > Ticket System > Settings you configure all ticket-specific options company-wide. The order of the following sections matches the layout of the settings dialog exactly.

Three settings control what customer contact persons see via customer access and which actions they may perform. The detailed configuration of the access itself is described in the article on customer access.

Disables all editing actions for customer contact persons. They can only view tickets, no comments or attachments can be added, no status changes performed.

Overrides per-project permissions whenever the contact person is set as customer contact person on the ticket, they always see the ticket, even without explicit project access.

Adds internal projects to the per-contact permission picker. Without this option, only external customer projects are selectable.

These three options control whether fields and comment entries can be changed afterwards and who may make such changes.

When creating or editing a ticket, the creator can be chosen manually from project or task members.

The author of a comment can edit their last entry and attachments as long as no further entry follows.

Project managers can adjust any entry in the entire history, including comments written by others.

Three options control which tickets are offered in the project-time picker and whether bookings outside the duration or on closed tickets are allowed.

By default, employees see only their own tickets in time recording. With this option, tickets of other project members also appear in the picker.

Bookings before the start date or after the deadline are rejected by the system.

Tickets in an end status (accepted, rejected) are locked for project-time bookings.

Up to four options control permission scope, visibility of planned hours and keyword maintenance. The first option is only shown if the corresponding parameter was saved at least once before.

Restricts ticket visibility to project members. Without this option, employees outside the project may also see tickets if their role allows it.

By default, planned hours are only visible to project managers and administrators. With this option, all users with ticket access see the stored planned hours.

Allows the creator to enter planned hours on creation or on the first edit step in status new, otherwise only project managers and administrators can do so.

Lets employees create new keywords directly on the ticket, which are then taken into the master data. Without this option, only administrators may create new keywords.

Via the option Use the e-mail address of the associated ticket mailbox as the sender address for ticket e-mails you control whether ZEP sends notifications with the mailbox address, so replies land directly in the correct inbox. Without this option, the global ZEP sender address from the mail settings is used.

The checkbox Use custom designations for ticket priorities enables custom texts for the five standard priorities (1 to 5). Once active, 5×3 input fields appear below the checkbox: one entry per priority and per available language (German, English, French).

If a language field stays empty, the standard numbering ("1", "2", …) is used. Common pattern: "A, Immediately", "B, High", "C, Medium" etc. The internally used priority (1–5) stays unchanged; the aliases only affect the display in the UI and in mails.

Under the label Check mailboxes for tickets (matching the name of the corresponding scheduler task) you configure a global regex filter for all mailbox retrievals. This setting affects every active mailbox.

Activating the checkbox shows a textarea where you enter the regular expression. Only mails whose subject matches are processed into tickets.

Sub-option of the filter: when active, non-matching mails are immediately deleted from the server, otherwise they remain.