Settings Docs

To help reduce the cost of our service and avoid app store fees,  there is no way for agents to manage licenses and billing through the iPhone or iPad applications. A super user can sign in using their browser to manage these options under Billing.

Control what clients see and can do in the self-service portal, and who handles their requests. Go to Settings > Clients.

Client features

Turn the Client Self-service Portal on or off, and enter the Phone No., Email, and Support Hours shown to clients so they know how to reach you directly.

Client requests

• Allow clients to assign agent(s): clients can pick which agent a request goes to.
• Allow clients to assign team(s): clients can pick which team a request goes to.
• Allow clients to rate their support: clients can rate closed requests from 1 to 5 stars.

Default assignment

Under Default agent(s) assigned and Default team(s) assigned, click Add to choose who every new client request goes to. Click × to remove one.

Knowledge Base Search Suggestion

Click Add to create search phrases (for example, "Outlook login issues") that clients can pick from when searching the knowledge base.

Verified domains

See Verify your email domain.

Related: Client Request Categories, Block spam senders with the Client Firewall, and Client self-service portal temporarily blocked (IP restrictions).

Set the workspace-wide security policy from one page.

1. Go to Settings > Security.
2. Turn on Two-Factor Authentication to require all agents to use 2FA when signing in.
3. Turn on Prevent Deletion to stop agents from deleting tasks/tickets (they can still close them).
4. Under Client Portal IP Restriction, turn off Allow All IPs if you want to limit which IPs clients can reach the portal from.
5. Use Detailed Emails to control whether the full message content is included in email notifications.

Set your workspace identity, language, and branding, and find your Workspace ID.

• Go to Settings > Workspace.
• General: edit the Workspace Name (shown to agents and clients) and click Save.
• Language: choose the Workspace Language and click Save. Agents who haven't picked their own language, and emails to clients, use this language.
• License: Copy or Download your Workspace ID to reference when contacting support.
• Workspace Logo: click the logo to upload a new image (JPG, GIF, or PNG under 5 MB; square images look best).

The Danger Zone at the bottom has Delete account, which permanently removes the workspace and all its data. Use with caution.

In order to convert back to a free account, navigate to Billing, and on the Plan tab click Downgrade to Free. Contact us with additional questions.

We only process emails you forward. If you need to prevent someone from sending an email to your email to ticket, use rules in your email service to block or make exceptions to what gets forwarded.

To troubleshoot email-to-ticket issues, you can use the logs to see what is happening behind the scenes. Search the records for the email address you forwarded.

An agent with permission to edit the company or edit agents can add a new agent by navigating to Settings, and selecting "Agents".

On the Agents page, click on the "New" button.

You can also add agents by clicking the "+" on the top nav, and selecting "Agent".

Once the New Agent form pops up, you must enter at least a first name and email address to save the new agent. The agent will receive an invite to get signed in once you click Save.

Tags allow you to tag tasks, assets, users, and sites so that you can search and do reporting later using those tags.

 To remove, update, rename and merge tags, the agents with permission to edit the company or edit tags can do so under Settings > Tags.

• Click a tag name or description to change. Data is saved automatically.
• You can also merge duplicate tags using the "Merge" button on the top of the page.

In order to remove your credit card from your account, you must convert to your workspace to a free account.

After migrating to a free account, you will be able to remove the card from your account using the trash bin that appears next to it.

Use the Vertask API to connect other tools (Zapier, Postman, your own scripts) to your workspace.

Turn on API access

1. Go to Settings > Integrations & Add-ons > API.
2. Turn on Enable API Access.

Create a key

1. Under New Key, enter a name that says what the key is for (for example, "Zapier").
2. Click Generate and copy the key.

Your Workspace ID is shown on the same page. Requests authenticate with Basic auth: your Workspace ID as the username and the API key as the password. The page shows a ready-to-copy Authorization header.

Manage keys

• Your API Keys lists each key with its prefix, created date, last used date, and status.
• Click Void to revoke a key. Anything using it stops working.
• Recent API Activity shows recent calls with endpoint, key, status, and IP.
• Links to API Documentation and Access Logs are at the bottom of the page.

A key has the same permissions as the agent who created it. You need permission to edit the company to change API settings. Once API access is enabled, each agent can generate their own key.

By default, SLA targets are measured against the 24/7 clock. If your team only works certain hours, you can make SLAs respect your business hours instead.

Navigate to Settings > Business Hours (SLA).

Enable support hours, choose your timezone, and set the open hours for each day of the week, then click Save.

SLA response and resolution targets set in Audiences as minutes or hours are measured against these working hours. Targets set in days, weeks, or months (and holidays) run on the calendar clock.

See also: Service level agreements (SLA) and Audiences in this help center.

Step 1: Forward your mailbox

Forward email from your mailbox to [email protected]. Use a forward, a mailbox rule, or a transport rule to send all emails or only the ones that match your rule.

Step 2: Add the address in Vertask

1. Go to Settings > Email to Task.
2. Open the New tab, enter the email address you are forwarding, and click Configure.
3. A verification link is sent to that address. Click it to verify ownership.

Step 3: Confirm and test

Open the address under Configured Emails and check that Status shows VERIFIED. Then send a test email to the address.

Step 4 (optional): Options

• Name, Department, and Details
• Permission: agents or groups the tickets are assigned to
• Enable processing
• Auto-create clients: create the sender as a client
• Invite auto-created clients to portal

To remove the setup, click Delete config. Having trouble? See Email to Ticket Troubleshooting. To block specific senders, see Block spam senders with the Client Firewall.

Sync users (as clients) and devices (as assets) from Microsoft Entra ID into Vertask.

Part 1: Register an app in Microsoft Entra

1. Go to the Microsoft Entra admin center (https://entra.microsoft.com).
2. Expand Applications, select App registrations, then click + New registration.
3. Give the application a name (for example, Vertask).
4. Select Single tenant or Multitenant, then click Register. If you're unsure, it's most likely single tenant.
5. On the Overview page, copy the Application (client) ID and Directory (tenant) ID. You'll need them later.
6. Create a client secret:
   • Click Certificates & secrets in the left menu.
   • Click + New client secret.
   • Choose how long the secret is valid. When it expires, Vertask stops syncing until you create a new secret.
   • Click Add.
   • Copy the secret Value now. You won't be able to see it again.
7. Click API permissions in the left menu, then + Add a permission > Microsoft Graph > Application permissions, and add:
   • To sync users: User.Read.All
   • To sync devices: Device.Read.All
   • DeviceManagementManagedDevices.Read.All (Intune ID and serial number)
   • DeviceManagementManagedDevices.PrivilegedOperations.All (for the Sync button)
   • DeviceLocalCredential.Read.All (to read the local admin password)
   • BitLockerKey.Read.All (to read BitLocker recovery keys)
   Click Add permissions to save.
8. Click Grant admin consent for your organization.

Part 2: Configure Vertask

1. Go to Settings > Integrations & Add-ons > Microsoft Azure/Entra > Edit Config.
2. Enter the Tenant ID, Application ID, and Client Secret from Part 1.
3. Set the Sync Frequency: Manual Only, every 3, 8, or 24 hours, every 7 days, or every 30 days.
4. Turn on Sync Users, Sync Devices, and Sync Clients as needed.

The Danger Zone on the same page has Delete Entra Devices, which removes devices synced from Entra that aren't linked to LogMeIn or a local agent.

Only use the parts of Vertask your team needs. Go to Settings and find the Modules section.

• Assets: turn on Enable for asset tracking. This page also has Notify When Warranties End and Purge all assets.
• Contracts, Projects, Properties, and Knowledge Base: turn Enable on or off.
• Workbooks: set Status to Enabled or Disabled.
• Asset Types and Manufacturers: manage the lists used on assets (see Manage asset types and manufacturers).

Modules marked PRO require a paid plan. The Knowledge Base settings page also shows Article Feedback, listing articles readers marked "Not helpful" first.

Prove your workspace owns an email domain (for example, yourcompany.com). New clients and agents with an address on a verified domain are active as soon as they're created and get email right away, with no activation link to click.

1. Go to Settings > Clients.
2. Scroll to Verified domains and click Verify a domain.
3. Enter the domain and follow the on-screen steps to prove you own it.

Verified domains are listed in the same section. This is useful when clients or agents say they never got their activation email.

Review a trail of account changes for troubleshooting and compliance.

1. Go to Settings > Logs.
2. Browse the chronological list of account-related changes from the last 90 days.
3. Narrow the list with the log type dropdown and the Start Date and End Date fields, or type in the search box, then click Search.

Email-related log entries may appear with about a two-minute delay.

The score starts at 100 and deducts points for various issues, capped per category so no single factor can tank it entirely:

• Overdue tasks — −10 each, capped at −40
• Other open tasks (not yet overdue) — −2 each, capped at −20
• Overdue maintenance — −10 each, capped at −30
• Expired warranties — −5 each, capped at −15
• Warranties expiring soon — −2 each, capped at −10
• Leases expiring within 30 days — −10 each, capped at −20

The score floors at 0 (it never goes negative), and the resulting number maps to a labeled banner: 80+ is Good (green), 50–79 is Needs attention (yellow), and below 50 is At risk (red).

So in practice, overdue tasks and overdue maintenance are the heaviest hitters — each is worth −10 and together they can pull the score down by as much as 70 points. Warranty and lease issues are lighter touches by comparison.

Your Tenant ID is now called your Workspace ID.

1. Go to Settings > Workspace.
2. Under License, find Workspace ID.
3. Click Copy (or Download).

Reference this ID when contacting support.

Connect Vertask to thousands of apps with Zapier to create tickets, tasks, assets, and more automatically.

1. Go to Settings > Integrations & Add-ons > API.
2. Turn on Enable API Access.
3. Under New Key, enter a name (for example, "Zapier") and click Generate. Copy the key.
4. In Zapier, add the Vertask app and connect it using your Workspace ID (shown on the same page) and the API key.

You need permission to edit the company to use the API settings. A key has the same permissions as the agent who created it. To disconnect Zapier, click Void next to the key.