Preferences

Direct answer. Preferences is where a Desk administrator sets department mode, AI, notifications, snapshot length, credit share and the customer-reply line for the whole organisation.

Typical controls:

• Per-department mode: Suggest or Auto.
• Detect across departments, plus a Team/Business department allowlist.
• Start the one-time 7-day trial.
• AI and privacy: “Send ticket text to Mistral” (admin only, on by default; turn it off so ticket text is not sent to Mistral).
• Snapshot retention: 30 days, or 90 days if you are on Business and opt in. Existing snapshots already stored keep their original expiry.
• Notification email and Slack webhook.
• Private note on the kept ticket after a merge (never public).
• Customer reply line, used only when an agent clicks “Let the customer know”.
• Zoho API credit share (5–25%, default 10%). Only a Desk administrator can change this. Other agents can still approve, dismiss, undo and archive.

The 7-day shadow countdown also appears here after install.