The Defaults page lets you configure standard behavior for tickets, projects, and timesheets across your DeskDay account.
These settings help keep common workflows consistent for your team.
How to access Defaults
Go to Control Center
Under Service Desk, select Defaults
Configure the required settings under Tickets, Projects, and Timesheets
1. Tickets
Reply mode
Set the default visibility for ticket messages and time entry notes.
You can configure:
Message box
Time entry notes
Available modes:
Public: Visible to the customer and team members
Private: Visible only to internal team members
Self: Visible only to the technician who sent it
Technicians can change the selected mode before sending a message or saving time entry notes.
Start timer automatically
Choose when DeskDay should automatically start a timer when a technician opens a ticket.
Available options:
Off: Timer must be started manually
Assigned technician: Starts when the assigned technician opens the ticket
Any technician: Starts when any technician opens the ticket
Ticket board
Select the default board for newly created tickets.
The selected board is used unless another board is selected manually or assigned through another workflow.
Changing this setting does not move existing tickets.
2. Projects
Project board
Select the default board used when creating new projects.
Changing the default board does not move existing projects.
3. Timesheets
Timesheet cycle
Choose how technician timesheets are grouped for submission.
Available options:
Weekly
Monthly
For example, selecting Weekly groups time entries into weekly timesheets.
Important Notes
Changes made under Defaults apply across your organization.
Technicians can override reply modes and notification preferences where those options are available.
Default board changes only affect newly created items.