Admin Settings

osTicket is very extensible, and has sensible defaults, however, you probably want to change things!

This list was designed to be in order of the Admin Panel menu system.

Dashboard

System Logs: Gives information about osTicket function, detail level based on the Settings -> Default Log Level.
Information: Provides a high-level status check of the osTicket installation. Which server you are running, whether there is an osTicket update available, etc. Check it out.

Settings

Company

Basic Information tab: Define the organisation running this installation of osTicket
Site Pages Tab: Specify which Pages to use for which purpose.
Logos Tab: Replace core images with your organisation's logo's. Like the banner image or the osTicket logo.
Login Backdrop Tab: Upload/Replace the SCP backdrop image.

System

This is the default tab for the settings page.

Helpdesk Status: Toggle whether the system is on or offline. (If the status is changed to Offline, the client interface will be disabled. This does not however affect any normal Agent interaction with the Agent Panel.)
Helpdesk URL: Enter the server path you prefer (This URL is the base of your osTicket installation. It is used in email communication to direct end-users back to your helpdesk).
Helpdesk Name/Title: This is the title that appears in the browser tab. If your help desk page is bookmarked, this will be the title/name of the site page.
Default Department: Choose a default Department for tickets that are not automatically routed to a department.
Collision Avoidance Duration: Enter the maximum length of time an Agent is allowed to hold a lock on a ticket or task without any activity. Enter 0 to disable the lockout feature.
Default Page Size: Number of tickets to show
Default Log Level: Determine the minimum level of issues which will be recorded in the System Log. Debug represents the least severity, and Error represents the greatest severity. For example, if you want to see all issues in the System Logs, choose Debug.
Purge Logs: Determine how long you would like to keep System Logs before they are deleted.
Show Avatars: Enable this to show Avatars on thread correspondence. The Avatar Source can be set in Agents' and Users' settings pages.
Enable Rich Text: If enabled, this will permit the use of HTML formatting between Clients and Agents.

Date & Time System config

Default Time Zone: Just hit "Auto Detect" to use your own timezone.
Date and Time Format: Specify the default date and time formats. (This is locale-aware, and changes based on Language Pack).

System Languages

Primary Language (You will need to install additional languages to change this from English - US Content of this language is displayed to agents and end-users if their respective language preference is not currently available. This includes the content of the interface, as well as, custom content such as thank-you pages and email messages.

This is the language in which the untranslated versions of your content should be written.

Language packs are available from: http://osticket.com/download (Select "Language Packs" tab).

Attachments Storage and Settings

Store Attachments: Allows you to choose how ticket attachments are stored. Additional storage backends can be added by installing storage plugins. Then you can select them from this list to set them as the default.
Agent Maximum File Size: Choose a maximum file size for attachments uploaded by agents. This includes canned attachments, knowledge base articles, and attachments to ticket and task replies. The upper limit is controlled by PHP's upload_max_filesize setting.
Login Required: Enable this setting to forbid serving attachments to unauthenticated users. That is, users must sign into the system (both end users and agents), in order to view attachments.

From a security perspective, be aware that the user's browser may retain previously-viewed files in its cache. Furthermore, all file links on your helpdesk automatically expire after about 24 hours.

Tickets

Settings Tab

Autoresponder Tab

Alerts and Notices Tab

Tasks

Tasks Settings Tab

Tasks Alerts and Notices Tab

Agents

Settings for Agents

Templates for Agents

Users

Settings for Users

Templates for Users

Knowledgebase Settings and Options

Knowledgebase Status: Enable this setting to allow your users self-service access to your public knowledge base articles. Knowledge base categories and FAQs can be made internal (viewable only by Agents).
Require Client Login: Enable this setting to prevent unregistered users from accessing your knowledge base articles on the client interface.
Canned Responses: Enable this setting to allow Agents to use Canned Responses when replying to tickets.