Reviewing System Configuration

Regular system-configuration review helps identify outdated, conflicting, or unnecessary Helpdesk settings.

Review areas

Include configuration such as:

• users and roles
• teams
• channels
• SLA plans
• automation
• assignment rules
• custom fields
• layouts
• notification settings
• integrations

Look for stale configuration

Examples include inactive users, unused teams, obsolete rules, outdated credentials, duplicate fields, or settings created for processes that no longer exist.

Validate dependencies

Before removing configuration, check whether another feature relies on it.

Document findings

Record important issues and the remediation decision.

Schedule reviews

High-impact areas such as access, credentials, and automation should be reviewed more frequently than low-risk cosmetic configuration.

Good practices

Do not make cleanup changes simply because a setting looks unused. Confirm its actual dependencies before removal.