A Few Questions

[MrModern]

1 - What determines that a ticket makes the status circle red, how do I control that?
2 - What makes a ticket's ticket icon yellow?
3 - How can I tell what tickets have new replies easily, but not move them to a new status ( I want to keep them in their particular status for workflow reasons)
4 - How do I setup outgoing SMTP, the manual points to a section of the settings panel which I don't find.

Thanks!

[Jamie Edwards]

Hi MrModern,

What determines that a ticket makes the status circle red, how do I control that?

Whether or not the department contains a new / updated ticket since your last visit.

What makes a ticket's ticket icon yellow?

This is cosmetic only, and non-functional.

3 - How can I tell what tickets have new replies easily, but not move them to a new status ( I want to keep them in their particular status for workflow reasons)

You could click on Manage Tickets to view all "open" tickets, and then sort by last reply.

4 - How do I setup outgoing SMTP, the manual points to a section of the settings panel which I don't find.

In the administrator control panel, Settings and then under CPU Optimization & Server Settings.