> For the complete documentation index, see [llms.txt](https://hub.equipme.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://hub.equipme.io/dokumentation/operate/administration.md). # Administration Administering Equipme Operate: statuses and allowed transitions, labels, inbox for emails, API keys for integrations and failed deliveries. **Path:** Equipme Operate → **"Administration"** (administrators only) Under "Administration" you define the "Organization-wide configuration" of Equipme Operate. Only company administrators ("tenant admin" in Equipme Operate) have access. The page has the tabs "Labels", "Status", "Inbox", "API Keys" and "Deliveries". You manage groups under [Groups and queues](/dokumentation/operate/queues.md). ## Status Here you define the statuses tickets go through. Preset are "New", "Open", "In progress", "On hold" (all in the "Open" lifecycle), "Resolved" and "Closed". ### Creating and changing statuses 1. Choose **"New status"**. 2. Set **"Name"** and **"Colour"**. 3. Enter an **"Internal ID"** (letters and underscores only). 4. Choose the **"Lifecycle"**: "Open", "Resolved" or "Closed". The internal ID and lifecycle cannot be changed later. You can adjust name and color at any time; change the order by dragging. ### Markers in the list | Marker | Meaning | | ------------------ | -------------------------------------------------------------------------------------------------------------------------- | | **"Default"** | New tickets get this status. Only a status in the "Open" lifecycle can be the default. Change it via **"Set as default"**. | | **"Final status"** | No transition leads out of this status. | | **"Unreachable"** | No ticket can reach this status from the default status. Check the allowed transitions. | If a lifecycle has no status at all, a warning appears as well: tickets can only be moved there without a status. ### Deleting a status If tickets are still in the status, choose another status under **"Move those tickets to"**. Every transition to and from the status is removed; ticket history keeps the original name. The default status, the last remaining status and statuses the KPIs depend on cannot be deleted. ### Allowed transitions The **"Allowed transitions"** matrix defines which statuses agents may move a ticket to. Each row is the current status, each column the target status; a tick allows the change. Changes take effect immediately. If a status would then have no way out, Equipme Operate asks for confirmation ("Freeze these tickets?"), because affected tickets could no longer move to any other status. ## Labels Labels are tags for organizing and filtering. With **"Add label"** you set **"Name"**, **"Color"** and **"Description"**. The name must be unique. Optionally turn on **"Smart Assign"** with an **"Assignment context"**: the AI then automatically adds the label to new tickets whose content matches. Agents can also create labels directly in the ticket. ## Inbox With an **inbox**, incoming emails automatically become tickets. 1. **"Create inbox"**. 2. Equipme Operate generates its own email address (**"Copy address"**). 3. In your email system, set up **forwarding** from your existing support address (e.g. ) to this address. 4. Under **"Edit inbox"** you set: * **"Name"**, * **"Default status"** and **"Default type"** for new tickets from this inbox, * **"Active"** to turn the inbox on or off. Every email to the address becomes a ticket. Tickets from the company inbox are not tied to a fixed group; if Smart Assign is set up in the groups, they are assigned to the matching group. If tickets should always go to one specific group, set up an inbox in that group's settings instead (see [Groups and queues](/dokumentation/operate/queues.md#how-tickets-get-into-a-group)). ## API keys You need API keys if other systems should access Equipme Operate, e.g. an integration or a workflow. 1. **"Create API key"**. 2. Enter a **"Label"** (cannot be changed later) and choose the **"Validity"**. 3. Save the key right away with **"Copy key"**. It is shown in full only this one time. {% hint style="warning" %} A key has the same permissions as you. Narrowing its access isn't currently possible. Only hand keys to trusted integrations. {% endhint %} The list shows "Created on", "Expires on" and "Last used" as well as the state ("Active", "Expiring soon", "Expired", "Revoked"). **"Revoke key"** makes a key invalid immediately; integrations using it stop working. ## Deliveries Under **"Deliveries"** you see messages that could not be delivered, e.g. emails to an invalid address. If everything was delivered, the list stays empty. For each entry you see, among other things, "Direction" ("Incoming" or "Outgoing"), "Channel", "Recipient / Sender", "Ticket", "Attempts" and "Last error". **"Requeue"** triggers the delivery again, individually or for several selected entries. Fix the cause first, otherwise it fails again. Delivered outgoing messages are removed from the list after 14 days, incoming ones after 30 days. Failed deliveries are kept for 90 days. ## FAQ **Why can't I see "Administration"?** Administration is only available to company administrators. **Why do new tickets get a particular status?** That is the "Default" status. For tickets from an inbox, its "Default status" applies. **What happens if I deny a transition?** From then on, agents can no longer move tickets that way. Existing tickets keep their status. **A forwarded email does not create a ticket. Why?** Check that the inbox is "Active" and that forwarding goes to the correct address. Failed incoming messages are listed under "Deliveries". --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://hub.equipme.io/dokumentation/operate/administration.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.