MAYATickets are under Support then Tickets, when your plan includes support. The Reports screen gives response and resolution times in business hours, how well response-time commitments are kept, and the backlog.
Queues are set in Administration, Sales and customers section, then the support queues and mailboxes screen (Support — Files et boîtes): one queue per entry point, each with its email mailbox. A mailbox is tested with Microsoft before being stored.
Automatic assignment hands an unassigned ticket to the least busy person, or in turn, among the people you choose. Without a rule, no ticket is assigned automatically.
Canned replies are inserted from a ticket. A canned reply without an entity applies to the whole company.
PlansIncluded in every plan.