Settings
The Settings page is the central place to configure how Supportomation processes emails, communicates with external services, and manages system-wide behavior. All settings are stored in the system config table and take effect immediately when saved.
Role Access Admin only. The Settings page is not visible to Lead or Member roles. If you need a setting changed and do not have Admin access, ask an Admin on your team.
Getting There
- Click Settings in the sidebar (visible only to Admin users)
- Navigate to
/settings
The Settings page is organized into sections. Each section can be expanded and configured independently.
AI Confidence Thresholds
These thresholds control how Supportomation handles tickets based on the AI’s confidence in its classification. When an email is analyzed, the AI returns a confidence score that determines the level of automation applied.
| Threshold | Score Range | Behavior |
|---|---|---|
| High confidence | 90% and above | JIRA ticket is created automatically and a developer is assigned based on responsibility matching. No human review required. |
| Medium confidence | 70% to 89% | JIRA ticket is created but the ticket is flagged for human review. A pending action appears on the Dashboard. |
| Low confidence | Below 70% | No JIRA ticket is created. The ticket requires a human to review the classification and decide on next steps. |
These thresholds apply only to Development tickets. Activity (question) tickets never create JIRA issues regardless of confidence.
Adjusting these values changes the balance between automation and human oversight:
- Raising the high-confidence threshold means more tickets require human review before JIRA tickets are created
- Lowering the medium-confidence threshold means fewer tickets need manual attention but increases the risk of misclassification
Email Configuration
Configure which email provider Supportomation uses to send outbound emails (confirmation messages, resolution notifications, weekly summaries).
| Setting | Description |
|---|---|
| Provider | Choose between Mailgun and Brevo as the outbound email service |
| Sending Domain | The domain used in the “From” address of outbound emails |
| API Key | The API key for the selected provider (stored securely) |
Inbound emails are handled by Gmail OAuth at the project level (see Project Setup). This section controls only outbound sending.
After changing the email provider, send a test email to verify the configuration before relying on it for production notifications.
JIRA Settings
Global JIRA connection settings that apply to all projects. Individual projects specify their own JIRA project key, but the connection credentials are shared.
| Setting | Description |
|---|---|
| Base URL | Your JIRA Cloud instance URL (e.g., https://yourcompany.atlassian.net) |
| The email address of the JIRA service account used for API authentication | |
| API Token | The API token for the JIRA service account (generated from Atlassian account settings) |
These credentials are used for all JIRA operations: creating tickets, syncing assignees, updating statuses, and searching for existing issues. Ensure the service account has sufficient permissions in all JIRA projects referenced by your Supportomation projects.
To generate a JIRA API token:
- Log in to Atlassian Account Settings
- Click Create API token
- Give it a descriptive label (e.g., “Supportomation”)
- Copy the token and paste it into the API Token field in Settings
Resolution Emails
Control how Supportomation notifies clients when their development tickets are resolved in JIRA.
| Setting | Description |
|---|---|
| Mode | Automatic — resolution emails are sent as soon as the JIRA status changes to a resolved status. Manual — an Admin or Lead must send the resolution email from the ticket detail page. |
| Resolved Statuses | Which JIRA statuses trigger resolution. Configure the list of status names that Supportomation treats as “resolved” (e.g., “Done”, “Closed”, “Released”). |
Resolution emails are sent only for Development tickets with active JIRA tracking (jiraTracking: "active"). Activity tickets and tickets without JIRA issues are not affected.
Automatic mode is best for teams that want zero-touch client communication once JIRA work is complete. Manual mode gives the support team a chance to review the resolution and add context before the client is notified.
Triage Settings
Configure the aged ticket threshold that determines when open tickets are flagged as overdue.
| Setting | Description | Default |
|---|---|---|
| Aged Threshold | Number of days a ticket can remain open before being flagged as overdue | 7 days |
Overdue tickets receive visual indicators (red border, red age text) in the ticket list and Triage view. Supportomation runs a daily check and sends notifications to relevant team members when tickets cross this threshold.
A shorter threshold surfaces issues faster but may create noise for teams that handle tickets with longer resolution cycles. A longer threshold reduces urgency alerts but risks letting tickets sit unattended.
Spam Detection
AI-powered spam detection analyzes incoming emails and assigns a spam confidence score. Detected spam is separated from legitimate tickets to keep your queues clean.
| Setting | Description | Default |
|---|---|---|
| Enabled | Toggle spam detection on or off | Enabled |
| Confidence Threshold | The minimum spam confidence score (0-100%) at which an email is flagged as spam | Varies by configuration |
When spam detection is enabled, every incoming email is evaluated. Emails scoring at or above the threshold are automatically flagged as spam and appear in the Triage Spam tab rather than the regular ticket queue.
Spam detection also learns from manual reports. When a team member marks a ticket as spam, the sender’s email address, domain, subject patterns, and body keywords are stored as spam patterns to improve future detection accuracy.
Lowering the threshold catches more spam but increases the risk of false positives (legitimate emails flagged as spam). Raising the threshold lets more borderline spam through but reduces false positives.
Storage Configuration
Choose where Supportomation stores file attachments (images, documents, videos uploaded in ticket conversations and implementation tasks).
| Option | Description |
|---|---|
| Convex (built-in) | Files are stored in Convex’s built-in storage. No additional configuration required. Suitable for most teams. |
| S3/R2 (external) | Files are stored in an Amazon S3 bucket or Cloudflare R2 bucket. Requires access keys. Suitable for teams with specific compliance, storage volume, or infrastructure requirements. |
S3/R2 Configuration
When using external storage, provide the following:
| Setting | Description |
|---|---|
| Access Key ID | The access key for your S3 or R2 bucket |
| Secret Access Key | The secret key for your S3 or R2 bucket |
| Bucket Name | The name of the storage bucket |
| Region | The AWS region (for S3) or leave default for R2 |
| Endpoint URL | Custom endpoint URL (required for R2, optional for S3) |
Changing the storage provider does not migrate existing files. Files uploaded before the change remain accessible in their original storage location. Only new uploads use the updated provider.
Notification Settings
System-level notification defaults that apply across Supportomation. Individual team members can override some of these preferences in their own profile.
Notification channels include:
| Channel | Description |
|---|---|
| Outbound email notifications for ticket events (new assignment, client reply, resolution, reopened ticket, weekly summary) | |
| Discord | Bot messages posted to configured Discord channels with ticket details and JIRA links |
| In-App | Bell icon notifications within the Supportomation UI |
System-level settings control which event types generate notifications by default. Team members can then opt in or out of specific notification types (e.g., email on ticket reopened, Discord on new assignment) through their own notification preferences.
Tips & Troubleshooting
| Issue | Solution |
|---|---|
| JIRA tickets not being created | Verify the Base URL, Email, and API Token are correct. Test by clicking any “Create JIRA Ticket” button on a ticket detail page and checking the error message. |
| Resolution emails not sending in automatic mode | Confirm the JIRA status that triggered the webhook matches one of the configured Resolved Statuses exactly (case-sensitive). Also ensure the ticket has jiraTracking: "active". |
| Too many tickets flagged for human review | Lower the high-confidence threshold (e.g., from 90% to 85%) to allow more tickets to be fully automated. Monitor accuracy for a week before making further adjustments. |
| Too much spam getting through | Lower the Spam Confidence Threshold to catch more spam. Review the Triage Spam tab regularly and mark missed spam to train the pattern detection. |
| Legitimate emails flagged as spam | Raise the Spam Confidence Threshold. Restore incorrectly flagged tickets from the Triage Spam tab. Over time, pattern learning adjusts to reduce false positives. |
| Outbound emails not arriving | Check the Email Configuration section. Verify the API key and sending domain are correct for the selected provider. Check the provider’s dashboard for delivery errors or bounces. |
| Attachments failing to upload | If using S3/R2, verify the access keys, bucket name, and endpoint URL. Ensure the bucket policy allows uploads from the Supportomation backend. If using Convex storage, check that you have not exceeded storage limits. |
| Changed storage provider but old files are missing | Old files remain in the original storage location. Changing the provider only affects new uploads. Both storage backends continue to serve their respective files. |
| Overdue notifications too frequent | Increase the Aged Threshold in Triage Settings. The default of 7 days works for most teams, but longer cycles may need 14 or 21 days. |
| Weekly summary emails not arriving | Team members must opt in via their notification preferences (emailWeeklySummary). Summaries are sent Monday mornings at 9 AM EST. Verify the email provider configuration is working for other outbound emails first. |
Next Steps
- Project Setup — Configure individual projects with email domains and JIRA keys
- Triage — See how triage settings affect the aged ticket workflow
- JIRA Integration — How JIRA credentials are used for ticket creation and sync
- Ticket Types — How AI confidence thresholds affect ticket classification