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Default configuration allows administrators to set system-wide defaults for homepage and ticket form settings, with the ability to override these values through user permissions.

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Overview

AGO supports a hierarchical configuration system where:
  1. Global defaults are defined at the system level in AGO Config
  2. Permission-level overrides can customize settings for specific user groups
  3. Automatic merging means users always receive the appropriate configuration
This approach simplifies administration by eliminating the need to duplicate settings across every permission while still allowing customization where needed.

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How It Works

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Configuration Fields

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Merge Logic

The system handles configuration resolution as follows:
  1. If a value exists in the user’s permission, that value is used
  2. Otherwise, the AGO Config default is used
  3. If neither exists, no value is applied

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Configuration

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Setting Global Defaults

Global defaults are configured via the API. See the Public API v1 Reference for endpoint details. Available default settings include:
  • Homepage layout — grid or list display, welcome message, featured agents
  • Welcome video — optional video shown to new users on their first visit (see Welcome Video below)
  • Default ticket form — the ticket form used for all users without an override

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Permission-Level Overrides

To override defaults for specific user groups:
  1. Navigate to Settings → User Management
  2. Select or create a permission
  3. Configure the Home Page or Ticket Form fields
  4. Save changes
Users with this permission will receive the override values instead of global defaults.

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Use Cases

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Centralized Defaults

Set global defaults once, and all users receive consistent configuration without needing to configure each permission.

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Department-Specific Configuration

  • Sales team: Custom homepage with CRM-focused agents
  • Support team: Different homepage with support agents and ticket form
  • General users: Global defaults

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Gradual Rollout

  1. Configure global defaults for all users
  2. Create a test permission with new configuration
  3. Assign test permission to pilot users
  4. Roll out globally by updating defaults

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Welcome Video

You can configure a welcome video that automatically plays for new users the first time they visit the homepage. After watching (or closing the modal), the video is not shown again automatically. Users can rewatch the video at any time by clicking the link on the homepage.

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Configuration Fields

Configure these fields in the homepage settings:

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How It Works

  1. When a new user visits the homepage for the first time, the welcome video modal opens automatically
  2. The user can close the modal at any time — it will not auto-show again
  3. A link with a play icon appears on the homepage so users can rewatch the video whenever they want
  4. The video URL supports Vimeo and Guidde embeds natively; other video URLs are embedded directly

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Setting Up a Welcome Video

  1. Obtain the URL of your welcome video (e.g., a Vimeo link)
  2. Configure the video URL in your homepage settings via the API
  3. Optionally customize the link text and modal title
  4. New users will see the video on their next homepage visit

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Benefits

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Troubleshooting

Problem: User sees incorrect homepage or ticket form.Solutions:
  1. Verify the user’s permission has the expected configuration
  2. Check if permission-level values are overriding defaults
  3. Clear browser cache and refresh
  4. Verify the configuration by checking the user’s effective settings
Problem: Global default is ignored.Solutions:
  1. Check if user’s permission has an override value set
  2. Verify AGO Config has the default configured
  3. Check that the default value is valid (valid JSON, existing ticket form ID)