Account Settings
This guide explains how to configure your armin.cx workspace to fit your team's workflow. You can access these settings by clicking the gear icon (Settings) at the bottom left of your navigation bar.
You can either watch the loom video below, or read through the article:
1. General Settings
The "General" tab is where you manage the core identity and behavior of your organization.
Organization Profile & Business Hours
Account Details: Upload your company logo and set your organization's display name.
Business Hours: Define your standard weekly working hours.
Date-specific Business Hours: Set custom hours for specific dates, such as public holidays or seasonal breaks (e.g., Christmas).
Time Zone: Set the default time zone for your entire organization.
Ticket Handling & Automation
Auto-Close: Specify the number of days after which a "Resolved" ticket will be automatically moved to "Closed" status.
Quick Options: Configure shortcuts for ticket statuses such as "On Hold," "Waiting for Customer," or "Waiting for Internal."
Email & Merging Preferences
Conversation History: Enable this to ensure the previous email thread is always attached to outgoing messages.
Auto-Merging: By default, armin.cx merges consecutive emails from the same customer into one ticket.
Exclusions: Under Exclude emails from auto-merging, you can list specific addresses for which a brand-new ticket should be created every time they write.
Auto-Reply Exclusions: Enter email addresses here that should never receive your automated response messages.
Internal Forwarding: E-Mails sent from these addresses will be treated as internally forwarded. We’ll extract the original customer sender from the email body for correct contact resolution.
Spam List: Add addresses here to block them from creating any support tickets in your account.
Agent Assignment Behavior
This setting controls what happens when a customer replies to an existing ticket:
Keep Assigned (Default): The ticket remains with the agent who was previously handling it.
Unassign: The ticket is immediately unassigned and returns to the general queue for any agent to pick up.
Tag Management
Manage your organizational tags in this section. You can rename tags, change their colors for better visual organization, or delete tags that are no longer needed.
Auto-Resolve Settings
Automate the closing of repetitive or non-actionable emails (like newsletters):
Enable the Auto-Resolve toggle and enter specific Keywords. Any incoming ticket containing these keywords will be automatically marked as "Resolved."
Account Clean-up
If you have finished a testing phase and want to start fresh, you can use the clean-up tools to either delete all tickets or move them all to "Closed" status.
2. Members & Teams
Members
In the Members section, use the "Add" button to invite new colleagues to your armin.cx account.
Teams
The Teams section allows you to group members into specific departments (e.g., Support, Sales, Tech) for more efficient ticket routing.
3. Personal Account & Ticket Preferences
Under the Account section, individual users can manage their own profile:
Update your email address and password.
Set personal display preferences, including your local time zone and preferred time format.
Ticket Preferences
Customize your personal workspace view:
Next Ticket Auto-Advance: When enabled, you will automatically be taken to the next available ticket after resolving the current one.
Status Tabs: Use the toggle to show or hide the status tabs (New, Assigned, Resolved) above your ticket overview.
Email Signature Stripping: When enabled, armin.cx will automatically hide previous messages and signatures within the conversation history to keep the view clean.
4. API & Billing
API: Generate and manage API keys for external integrations.
Billing: View all your subscription details, invoices, and billing period information.