ModulesSupport
Support
Customer ticket management with SLA policies and email processing.
The Support module handles customer inquiries through a structured ticketing system with SLA enforcement, email-to-ticket processing, and AI-powered insights.
Key Features
- Tickets — Create, assign, and resolve customer issues
- SLA Policies — Define response and resolution time targets
- Email Processors — Automatically create tickets from incoming emails
- Templates — Standardized response templates
- Labels — Categorize tickets for reporting
- AI Panel — Automatic ticket summaries, suggested responses, similar past tickets
Views
- List — Sortable, filterable table
- Board — Kanban by status or priority
- My Tickets — Assigned to you
Settings
Configure at /support/settings:
- SLA policies and escalation rules
- Email processor setup
- Ticket templates
- Label management