ModulesSupport
Tickets
Create, assign, and resolve customer support tickets.
Creating Tickets
Tickets can be created through:
- Manual creation — Click New Ticket in the Support module
- Email — Automatically via email processors
- AI Assistant — "Create a support ticket for..."
- API — Programmatic creation
Ticket Properties
| Property | Options |
|---|---|
| Status | Open, In Progress, Waiting, Resolved, Closed |
| Priority | Critical, High, Medium, Low |
| Assignee | Any workspace member |
| Labels | Custom labels for categorization |
| SLA | Applied policy with response/resolution targets |
| Contact | Linked CRM contact (if CRM module active) |
SLA Tracking
Each ticket shows its SLA status:
- On Track — Within response and resolution targets
- At Risk — Approaching deadline
- Breached — Past the target time
Ticket Detail View
- Conversation — Threaded replies and internal notes
- Timeline — All status changes and actions
- AI Panel — Summary, suggested response, similar past tickets
- Related — Linked tickets, contacts, and deals