Settings is where your workspace is configured — channels, business rules, people and brand-level details. This article is a map of what lives where, so you can find the right page without hunting.
Most settings are scoped to a brand. If a change does not appear to take effect, check you were editing the brand you are testing against.
Brand settings
Core details for each brand: name, domain, default language, timezone and logo.
Timezone matters more than it looks — it affects operating hours and how times are displayed to your team. Note that analytics reporting uses UTC regardless of your brand timezone.
Channels
Every inbound route into your helpdesk:
Email Setup — Inbound and outbound email configuration. See Setting up inbound emails and Setting up outbound emails.
Chat Widget Setup — Configuration for the customer-facing chat widget. See Setting up the chat widget.
Phone — Phone call configuration. See Setting up phone calls.
Facebook — Facebook channel configuration. See Setting up Facebook.
WhatsApp — WhatsApp channel configuration. See Setting up WhatsApp.
Telegram — Telegram channel configuration. See Setting up Telegram.
X (Twitter) — X channel configuration. See Setting up X.
App Store — App Store channel configuration. See Setting up the app store.
Webforms — Webform configuration. See Setting up Webforms.
Slack — Slack workspace and channel integration. See Using the Slack integration.
The chatbot is not in this list. Chat Widget Setup here covers the widget your customers load; the bot that runs inside it is configured under Chat > Settings > Chat Bot. They are two different pages, and edits to one do not appear in the other.
Business rules
Where work is automated:
- Ticket triggers — Fire immediately when a ticket is created or updated. See Using Ticket Triggers.
- Automations — Run on a schedule after time has passed. See Setting up automations.
- Chat triggers — Proactively engage website visitors. See Using chat triggers.
Ticket configuration
- Ticket statuses — Custom statuses beyond the defaults. See Creating ticket statuses.
- Metadata fields — Custom fields on tickets and contacts. Define the field, its type and its order, then use it in views, triggers, automations and webforms.
- Views — Shared and personal ticket lists. See Setting up views.
- Templates — Canned replies. See Creating templates.
Ticket categories
Settings > Ticket Categories holds the classification tree used on every ticket, and it is usually an administrator-only page. What you can do there:
Add a category — Creates a top-level entry in the tree.
Add a sub-category — Nests a category under an existing one, so specific issues sit beneath broader ones.
Edit — Renames an existing category.
Delete — Removes it from the active list; it moves to the Archived tab rather than disappearing.
Search — Filters the tree by name and expands matching branches so nested results are visible.
Two tabs split the page: All shows the categories currently available to agents and rules, while Archived shows the ones that have been deactivated. Archived categories stay in the workspace so historical tickets and reports keep their classification — which is why removing a category never rewrites your reporting history.
Changes apply going forward only. Existing tickets keep the category they were given, so renaming a category is safe but re-organising the tree does not reclassify old tickets.
Categories are best set automatically by triggers rather than by hand. See Ticket Categories for guidance on designing a category set.
Chat settings
Chat is configured under Chat > Settings rather than in the main Settings area — a common source of "I cannot find that setting":
Chat settings — General live-chat behaviour for the brand.
Chat Bot — The bot inside the widget: greeting, contact options and journeys. See Setting up the chatbot.
Chat Triggers — Proactive messages to website visitors. See Using chat triggers.
Quick Replies — Short canned responses agents insert during a chat. See Managing quick replies.
Chat Auto Assignment — Whether waiting chats are pushed to agents automatically instead of being picked up.
Chat Limits — The maximum number of concurrent chats each agent can be given, set per agent between 1 and 99.
Chat Thresholds — Queue capacity per channel and brand: the maximum contacts allowed in the last N minutes. When a threshold is met, that channel is automatically disabled to protect the queue.
Chat Warnings — Customer-facing warning messages the chatbot shows in known situations, such as a payment delay, editable per brand and language.
Agent Settings — Per-agent chat configuration, including display name and chat limit.
Two of these are load protection rather than routing, and are easily confused: Chat Limits caps what one agent handles at once, while Chat Thresholds caps how many customers may enter a queue in a time window and switches the channel off when that cap is hit. If a channel has gone quiet unexpectedly, check thresholds before anything else.
People configuration
- People — Agents and contacts, invitations, seat usage and bulk import.
- Groups — Team membership driving visibility and routing. See Creating groups.
- Roles — Permission bundles. See Creating roles for teammates.
Languages
Which languages the workspace and each brand support. See Language configuration.
Billing
Billing appears in the Settings menu for administrators only, and only where the billing portal is enabled for your workspace. If you do not see it, you either are not an administrator or your account is billed directly through your Pleased account manager rather than through the portal.
Selecting it opens the secure payment portal in a new tab — billing lives outside the Pleased console, so nothing you change there is edited in Pleased itself. Use it to:
- View and download invoices and payment history
- Update your payment method and billing details
- See and change your subscription — including buying more user seats
Where your plan shows up inside Pleased
You will meet your plan's limits in Pleased before you ever open the billing portal:
User seats — Shown in People configuration and the bulk upload screen as "Seats used x of y". At the limit, you cannot invite, upload or reactivate more users. Existing users are unaffected.
Brands — Shown when adding a brand. At the limit, the brand cannot be created and Pleased prompts you to upgrade.
Where these limits are reached, administrators get an Increase users or Increase seats link that takes them to the same billing portal. Non-administrators see the message but no link — they need an administrator, or your account manager, to raise the limit.
Deactivating a user frees their seat, so check for dormant accounts before buying more.
A sensible order to configure things
- Brands — Everything else attaches to one.
- Languages — Before you write any customer-facing content.
- People, roles and groups — So work can be routed.
- Channels — So work can arrive.
- Categories, statuses and views — So work can be organised.
- Templates and quick replies — So work can be answered quickly.
- Triggers and automations — So routine work handles itself.