Settings overview

Use Settings to control how your agency is identified, how team members get access, and how tickets and tasks behave. The settings available to you depend on your role and department-level permissions.

Open Settings

Select the Settings gear in the left navigation ( /settings (opens in new tab) ). Use Search settings… or expand a group in the Settings sidebar to find a page.

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The sidebar groups settings into Agency, Team & Access, Clients, Tasks & Processes, Globals, Public Forms, Tickets, and System. This collection covers the areas most directly involved in agency setup and day-to-day configuration.

Who can access settings

• Agency owners and users with the Administrator role have full access.
• Members receive access through their department-level assignments and permissions.
• Opening most Agency and System pages requires View Settings. Changing agency identity, branding, or shared notification defaults requires Edit Settings.
• Ticket settings require Manage Ticket Settings.
• Process configuration requires View Process Definitions.
• A page or control can be unavailable when your role does not include the corresponding permission.

Open Team & Access, then Permissions, to review which department levels can access each part of AgencyTitan. See Agency settings for the relationship between users, roles, departments, and permissions.

Settings access is not one all-or-nothing switch

A team member may be able to work with tickets or tasks without being able to change the shared configuration behind them.

Main settings areas

Area	What it controls
Agency settings	Agency identity, contact details, branding, users, roles, departments, and department-level permissions.
Ticket settings	Inboxes, statuses, ticket-specific tags and priorities, SLA defaults, lifecycle behavior, routing, reply templates, and assignment options.
Process settings	Process definitions, stages, statuses, fields, task sidebar defaults, and other per-process configuration.
Notification settings	Agency-wide email and in-app defaults for supported notification events, plus user-specific overrides.
Personal controls	Your notification center, current agency, and availability status.

Guides in this category

Guide Set up departments and levels Create departments, add levels, and grant permissions before you invite Members. Guide Agency settings Update agency identity and branding, and understand how users, roles, departments, and permissions fit together. Guide Ticket settings Understand the general ticket configuration and continue to the existing inbox, routing, and reply-template guides. Guide Process settings Find process definitions and review stages, statuses, fields, and task display settings at a high level. Guide Notification and personal settings Set agency-wide notification defaults, review your notification center, and change your availability status.