Configuration

Settings live at CSR → Settings. The link appears for admins when allowAdminChanges is on, which is also where Craft's own settings are edited. The screens that write project config (Sites, field layouts, statuses, teams, SLAs and form questions) deploy with the rest of your project config.

General

Setting	Default	What it does
What the help centre is called	`Help Center`	Used in page titles and breadcrumbs.
The public knowledge base	On	Articles, categories, search and ratings. Off makes them all 404.
Default help centre path	`kb`	Where the index, search and category pages live on a site that hasn't set its own on the Sites screen.
The support form	On	Where tickets are raised.
The customer's own ticket page	On	Where a customer reads and replies to a ticket, reached from the link in every email.
Close resolved tickets after	7 days	Zero leaves them resolved.
A reply reopens a closed ticket for	30 days	After this, a reply to an old thread doesn't reopen it.
Delete tickets after	0 (never)	Permanently deletes resolved and closed tickets. Nothing goes to the trash.
First ticket number	`1000`	Nobody wants to be told they are ticket 1.
Assign new tickets	Leave them unassigned	Pro. In turn, or to whoever has the fewest open tickets — among the members of the ticket's team when it has one.
Hand the conversation to Pigeon	Off	Only shown when Pigeon is installed. See Usage.

Resolved and closed are kept separate on purpose. Resolved is the desk saying the problem is fixed. Closed is what happens when the customer doesn't disagree. The gap between the two is when someone can reply "that didn't fix it" and carry on the same conversation.

Knowledge base

Setting	Default	What it does
Articles per page	`20`	In the built-in category and search pages.
Related articles to show	`4`	When an author has not picked any, the most-read articles in the same category fill in.
"Popular" means the last	30 days	The window for popular articles and top searches.
Ask readers whether an article helped	On
Ask what they were looking for after a "no"	On	Shows a comment box only after a no.
Record what people search for	On	Powers the search reports. The visitor is stored as a salted hash.
Count article views	On
Keep searches for	365 days	Zero keeps them forever. Lite keeps 30 days regardless.
Shortest search worth running	`2`	Characters, for the live dropdown.
Suggestions in the live dropdown	`8`
Words that mean the same thing	none	One group per row, comma separated: `refund, money back, chargeback`.

A synonym match scores lower than the word the visitor actually typed, so an article called Refunds still ranks first for "refund".

Sites

Each site has its own article settings, like a section's site settings:

Setting	Default	What it does
New articles are enabled here	On
Article URI format	`kb/{slug}`	Empty gives this site no article pages.
Template	none	Optional. Empty uses CSR's own article page.
The help centre index lives at	`kb`	Where this site's index, search and category pages live. Empty uses the Default help centre path.

Category pages sit at <index>/category/<handle>. Categories get their own segment so that an article and a category with the same slug can't end up at the same URL.

Changing a URI format, or giving a new site its article settings, queues every article to be saved again, so their URLs update without anybody running a command. php craft resave/csr-articles does the same by hand.

A named Template is rendered by CSR's own article controller, with the same variables as article.twig (article, category, related, existingVote), so restricted articles are still refused and views and search clicks are still counted.

Support form

Setting	Default	What it does
Where the form lives	`support`	A path on every site.
Where a customer reads their own ticket	`support/ticket`	Must be different from the form path.
The link stays usable for	0 (forever)	Days after the last reply.
Suggest articles as they type	On	The suggestions panel. Included in Lite.
Start suggesting after	`8`	Characters typed before CSR looks. Shorter queries match everything.
How many to show	`3`
Ask them to look first	Off	Sending within two seconds of the suggestions appearing brings them into view and sends the form when the two seconds are up. A pause, never a wall. Needs the runtime script.
Anyone can raise a ticket	On	Off requires visitors to sign in.
Default priority	Normal	Low, Normal, High or Urgent.
Let people choose the priority	Off	If this is off, a priority in the request is ignored.
Let people attach files	Off	Attachments also need a volume.
Volume, Sub-folder	none, `tickets`	Files are stored under `<sub-folder>/<ticket number>`.
Allowed file types	`png,jpg,jpeg,gif,webp,pdf,txt,log,csv,zip`
Largest file, Files per message	10 MB, 3

Attachments are always served through CSR and only to the person the ticket belongs to, never from the asset's own URL. A file that is too big or has the wrong type is skipped, and the ticket is still created.

Notifications

Setting	Default	What it does
Who hears about new tickets	none	One address per line. The assigned agent and the ticket's team are added automatically.
Confirm to the customer / Tell the desk when a ticket is raised	On
Email the customer when the desk replies / Email the desk when the customer replies	On
Send through the queue	On	So a slow mail server never makes the support form hang.
Put a clock on tickets	Off	Pro. Switches SLAs on.
Tell the desk when a target is missed	On	Pro.
Ask "how did we do?" after a ticket is resolved	Off	Pro. Emails the customer a link to rate the ticket 1–5, and shows the rating on their ticket page.
Wait before asking	24 hours	Pro. Not sent if the ticket has been reopened, rated or merged in the meantime.
Opening hours, time zone, days the desk is shut	9–5, Mon–Fri	Pro. Used by policies that only count opening hours.

The wording of each email is edited under Settings → Email → System Messages. See Usage.

Spam

Setting	Default	What it does
Honeypot field name	`csrCompanyUrl`	`p`, `token`, `action` and `siteId` are refused, because Craft uses those.
Refuse submissions faster than	3 seconds	Zero turns the check off.
Tickets one address may raise per hour	`5`	Counted per email address, not per IP. Zero is unlimited.
Replies one address may post per hour	`20`	From the customer's own ticket pages, counted separately from new tickets. Zero is unlimited.
Store the sender's IP address	On
CAPTCHA provider, site key, secret	None	Cloudflare Turnstile or Google reCAPTCHA (v2 checkbox). The key and secret can be environment variables.

CSR runs the checks from cheapest to most expensive, so most junk is refused before any network request. CSR's own support form and ticket page render the CAPTCHA widget with {{ craft.csr.captcha() }}; a template of your own needs the same line. See Troubleshooting for what each check means for your templates.

Field layouts, statuses, teams, SLAs and questions

Article fields: the article body. CSR keeps the category, visibility, keywords and ratings itself and leaves the rest to your fields.
Ticket fields: what your team records about a ticket after it arrives. Customers never see these.
Statuses: a name, a colour, and a kind (New, Open, Pending, Resolved or Closed), which is what CSR actually uses. One status is where new tickets land. Any status can email the customer when a ticket moves to it, with its own Twig subject and body or the generic message. Lite allows five statuses.
Teams (Pro): a name, a shared address that is copied on the team's tickets, and members. Members are stored in the database, not project config, because user IDs differ between environments. A category routes its tickets to a team with Route its tickets to on the category's own screen; a child category with no team uses its parent's.
Service levels (Pro): first-reply and resolution targets in minutes, whether to count only opening hours, conditions (priority, category, team, where the ticket came from), breach alerts, and escalation to a team a set number of minutes after the first-reply deadline. Policies are tried in order and the first match wins, so put the most specific ones at the top.
Form questions (Pro): text, multi-line text, email, URL, number, date, dropdown, radio buttons, checkboxes, a single checkbox, or hidden. Each can be required, and each can be limited to certain categories.

Config file

Any setting can be set in config/csr.php, which takes precedence over the control panel. It supports Craft's per-environment keys:

<?php

use craft\helpers\App;

return [
    '*' => [
        'kbPath' => 'help',
        'supportPath' => 'help/contact',
        'portalPath' => 'help/ticket',
        'synonyms' => [['refund', 'money back', 'chargeback']],
        'notificationRecipients' => ['support@example.com'],
    ],
    'production' => [
        'captchaProvider' => 'turnstile',
        'captchaSiteKey' => '$TURNSTILE_SITE_KEY',
        'captchaSecret' => '$TURNSTILE_SECRET',
        'autoAssign' => 'roundRobin',
    ],
];

autoAssign (Pro) is none, roundRobin (whoever got a ticket longest ago) or leastBusy (whoever has the fewest open tickets). Auto-assignment only picks agents who can answer tickets, and only from the ticket's team if it has one. The CAPTCHA key and secret accept $ENV_VAR references, here or on the Spam screen.

businessHours takes ['monday' => ['open' => '09:00', 'close' => '17:00'], …], and holidays takes a list of YYYY-MM-DD dates.