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Aegis settings apply to everyone in your workspace. They set how quickly your team must reply to each priority, which categories customers choose from when they raise a ticket, and whether Vera answers your team’s questions before they raise a ticket. Open them from Settings at the bottom of the Aegis sidebar.

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Before you start

Tenant Owners, Workspace Admins and Workspace Members can see Aegis settings. Only Tenant Owners and Workspace Admins can change them.

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Set reply times

1

Find the targets

Go to Response-time SLA targets.
2

Set the P1 time

For P1, enter how many minutes your team has to reply. Aegis shows each time in hours and minutes underneath.
3

Set the P2 time

For P2, enter how many minutes your team has to reply.
4

Set the P3 time

For P3, enter how many minutes your team has to reply.
5

Save

Select Save settings.
Studio shows Saved next to the button. The time counts from a customer’s latest message, and starts again each time they write. Shortly before a reply is due, Aegis emails the person assigned to the ticket. If the time runs out, the ticket shows BREACHED and Aegis emails the assignee and your Tenant Owners. Next, choose the categories customers see.

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Add a category

Customers choose one of these categories when they raise a ticket, and your team can change it on the ticket later. Category changes save straight away.
1

Name a new category

Under Categories, type in New category name.
2

Add it

Select Add.
The new category now appears at the end of the list. Next, rename a category if you need to.

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Rename a category

1

Start renaming

Select the pencil next to a category.
2

Change the name

Change the name.
3

Save the name

Select Save.
The category now shows its new name. Next, hide a category that customers should not see.

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Hide a category

Select Disable to hide a category from customers. The category now shows as Inactive, and its button reads Enable. Next, bring a category back.

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Bring a category back

If you want a hidden category back, select Enable. The category shows as Active again. Next, change the order of categories.

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Change the order of categories

Drag a category by its handle to where you want it. The list keeps the new order. Next, decide how questions are answered.

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Answer questions before they become tickets

Aegis settings with Vera deflection turned on, Support chatbot set to Default, and Member access to internal notes.
When someone in your workspace selects the lifebuoy icon at the top right and then Ask Vera, Vera answers from your knowledge before they raise a ticket.
1

Turn it on or off

Use the switch next to Vera deflection. When it is off, a question goes straight to the ticket form.
2

Choose the chatbot

Under Support chatbot, pick the Vera chatbot that answers. Default lets Aegis choose, starting with any chatbot that has “support” in its name.
3

Save

Select Save settings to keep the switch. The chatbot you pick is saved as soon as you choose it.
Vera now answers from the chatbot you chose. Deflection analytics at the top of the page shows how it is doing this month, including the questions it could not answer. To improve its answers, add knowledge to that chatbot in Vera. Next, let Workspace Members read internal notes.

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Let Workspace Members read internal notes

Tenant Owners and Workspace Admins always see internal notes. You can let Workspace Members read them too.
1

Turn on access

Turn on Member access to internal notes.
2

Save

Select Save settings.
Workspace Members now see the Internal notes tab on every ticket. Next, add an internal note.

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Troubleshooting

Ask a Tenant Owner or Workspace Admin to make the change.
Turn on Vera deflection first. The chatbot can only be chosen while it is on.
That chatbot cannot answer yet, so questions go straight to the ticket form. Add knowledge to it in Vera, or choose another chatbot.