Support

Multi-channel customer ticket management with SLA tracking, customer portal, email-to-ticket, agent replies, canned responses, and AI insights.

The Support module is your customer service command center. Handle inquiries through a structured ticketing system with multi-channel intake, SLA enforcement, agent-to-customer email replies, CSAT collection, and AI-powered insights.

Key Features

Multi-Channel Intake — Accept tickets from the customer portal, email, embeddable website widget, or API
Customer Portal — Public ticket submission and tracking pages your customers can use without a Workestra account
Agent Reply with Email — Reply to customers directly from the ticket detail page — they receive your response by email
CC Users — Loop external stakeholders into a ticket thread; they receive every reply by email
Comments & Internal Notes — Threaded replies with an internal-only mode for agent collaboration
Scheduled Replies — Compose now, deliver to the customer later
SLA Policies — Response and resolution targets, business-hours clock, multi-step escalation ladder
Auto-Assignment — Automatically assign new tickets using round-robin or least-loaded strategies
Canned Responses — Pre-written replies with variable substitution for fast, consistent answers
Custom Statuses — Define your own ticket lifecycle beyond the defaults
Saved Views — Save filtered ticket lists and switch between them with one click
Ticket Merging — Merge duplicate tickets into one, transferring all comments
Sentiment Scoring — Auto-detect frustrated customers from inbound replies
Agent Presence — See when teammates are viewing or replying to the same ticket
CSAT Collection — Automatically send satisfaction surveys when tickets are resolved
Email Processors — Automatically create and thread tickets from incoming emails
Ticket Templates — Standardized templates for consistent ticket creation
Ticket Labels — Color-coded labels with a label picker on every ticket
Embeddable Widget — Floating support button with built-in knowledge base search for ticket deflection
AI Panel — Automatic ticket summaries, suggested responses, similar past tickets
Bulk Actions — Update status, priority, assignee, or send a reply to many tickets at once
Outbound Webhooks — Push ticket events to your own systems with HMAC-signed delivery
API Keys — Authenticate external integrations against the public ticket API
Notifications — Email and in-app alerts for assignments, replies, escalations, and SLA breaches

How Customers Submit Tickets

Your customers can reach you through four channels — no Workestra account needed:

Channel	How It Works
Customer Portal	Share your portal link — customers fill out a form and get a tracking reference
Email	Customers email your support address — tickets are created automatically
Website Widget	Embed a floating support button on your website with one line of code
API	Integrations submit tickets programmatically via the public API

-> Customer Portal Setup -> Embeddable Widget

Views

All Tickets — Grouped by status with color-coded dot indicators
Mine — Tickets assigned to you, grouped by status
Status Tabs — Open, In Progress, Waiting, Resolved, Closed
Filtered — Combine status tabs with priority, type, and channel filters

Dashboard

The Support dashboard at /support provides an at-a-glance overview:

5 KPI cards — Open Tickets, Avg Resolution Time, CSAT Score, SLA Compliance, Resolved count
Date range selector — Toggle between 7-day, 30-day, and 90-day views
Charts — Volume trend, status distribution, priority breakdown, channel distribution
Portal Link — Copy your customer portal URL to share with customers
Unassigned Queue — Quick link to tickets waiting to be picked up
Recent Tickets — Quick access to the 5 most recent tickets

Settings

Configure at Support > Settings:

SLA Policies — Response and resolution targets, business hours, escalation ladders
Custom Statuses — Define your own ticket lifecycle
Email Processors — Email-to-ticket automation with processing rules
Assignment Rules — Auto-assignment strategy (manual, round-robin, least-loaded)
Canned Responses — Pre-written replies with variable substitution
Ticket Templates — Pre-filled ticket creation forms
Ticket Labels — Color-coded categorization tags
Widget — Embeddable support button for your website
Webhooks — Push ticket events to external systems
API Keys — Authenticate integrations against the public API

Next Steps

Tickets — Create, assign, reply, and resolve tickets
Customer Portal — Set up public ticket submission for your customers
Canned Responses — Speed up replies with saved responses
Saved Views — Bookmark filtered ticket lists
Support Analytics — Track team performance and SLA compliance
Developer API — Build integrations against the public ticket API