ModulesSupport
Support Settings
Configure the support module's SLA policies, intake rules, assignment behavior, templates, labels, webhooks, and API access.
Support settings collect the module-level configuration pages used to control ticket intake, routing, response targets, and external integrations.
Ticket Operations
- SLA Policies - Define response and resolution targets, business-hours handling, warning thresholds, and escalation ladders.
- Custom Statuses - Configure the ticket lifecycle used by support teams.
- Ticket Labels - Manage color-coded tags for categorizing and filtering tickets.
- Ticket Templates - Create reusable ticket templates for common request types.
- Canned Responses - Maintain reusable reply snippets with variable substitution.
Intake and Routing
- Email Processors - Create and thread tickets from incoming email addresses.
- Assignment Rules - Choose how new tickets are assigned to agents.
- Widget - Configure the embeddable customer support widget.