Support & Tickets
Enterprise Plan — This module is available on the Enterprise plan.
The Support & Tickets module gives your team the tools to receive, triage, resolve, and learn from every customer issue. It combines a structured ticket queue with SLA enforcement, a searchable knowledge base, customer satisfaction surveys, NPS campaigns, and QA scorecards — so you can measure and improve support quality over time.
What's Included
- Ticket management — Create and manage tickets with priority, department, brand, and SLA assignment
- Replies and attachments — Threaded replies and file attachments on every ticket
- SLA policies — Set first-response and resolution deadlines per policy; due dates calculated automatically on ticket creation
- Canned responses — Save frequently used reply templates for fast, consistent answers
- Knowledge base — Write and publish help articles linked directly to tickets
- CSAT surveys — Collect post-ticket satisfaction scores (1–5) with open feedback
- NPS campaigns — Run relationship NPS surveys and track response trends
- QA scorecards — Evaluate agent performance against defined quality criteria
- Operations routing — Route tickets to the right team using your routing rules
- Playbooks — Step-by-step resolution guides for common ticket types
- Deal conversion — Convert a resolved ticket into a sales deal with a single action
- Multi-brand support — Manage tickets across multiple support brands from one queue
Working with Tickets
Go to Support → Tickets to see your full ticket queue.
Creating a ticket
- Choose New Ticket.
- Select the contact, priority (low, medium, high, or urgent), department, and brand.
- Choose an SLA policy — the system automatically calculates the first-response and resolution due dates.
- Set the source (web, email, phone, or internal) and optionally assign it to an agent, then save.
Replying to a ticket
Open a ticket and write your reply in the reply box. Attach files as needed. All replies and attachments are stored in a chronological thread on the ticket.
Using canned responses
While composing a reply, search your canned responses library to insert a pre-approved template. This keeps replies consistent and saves time on common questions.
Downloading attachments
Any attachment on a ticket can be downloaded at any time. Open the ticket, locate the attachment in the thread, and choose Download.
Closing and resolving
Update the ticket status from the edit view. When a ticket is resolved, you can optionally send a CSAT survey to the contact.
Converting to a deal
If a resolved support interaction reveals a sales opportunity, choose Convert to Deal from the ticket detail page. This creates a linked deal in the Sales Pipeline module.
SLA Policies
Navigate to Settings → SLA Policies to define your service commitments.
Each policy sets a first-response target and a resolution target. You can define different policies for different ticket priorities or customer tiers. When you assign a policy to a ticket at creation, the due dates populate automatically.
Knowledge Base
Go to Support → Knowledge Base to manage your help articles.
- Choose New Article, select a category, write the content, and publish it.
- Link an article to an open ticket so agents can reference it during resolution — or share the link directly with the customer. To remove a link that is no longer relevant, choose Unlink from the same ticket view.
- Customers and agents can mark articles as helpful or not helpful. Use that feedback to identify articles that need updating.
Organise articles into categories via Settings → KB Categories.
Customer Experience
Navigate to Support → Customer Satisfaction or NPS Campaigns to manage your experience programmes.
CSAT surveys
Create a CSAT survey linked to a specific ticket and contact. Record the score (1–5) and any open feedback. The CSAT dashboard shows your average score and response volume over time.
NPS campaigns
Run a campaign to measure relationship loyalty across your customer base. Responses are stored against the campaign, and the dashboard calculates your current NPS score and trend.
QA scorecards
Define a scorecard with criteria for evaluating agent responses. Use scorecards to assess ticket quality during QA reviews and track agent performance over time.
Operations and Routing
Go to Operations → Routing Center to configure how incoming tickets are distributed to departments and agents. Combine routing rules with playbooks to ensure agents always have a clear path to resolution for your most common ticket types.
Settings Reference
| Setting | What it controls |
|---|---|
| Departments | Support teams tickets are routed to |
| SLA Policies | First-response and resolution targets |
| Canned Responses | Saved reply templates |
| KB Categories | Knowledge base article organisation |
| Brands | Multi-brand inboxes and identity |
API Reference
Sync tickets with external systems, push tickets from your product, or pull CSAT data into your analytics platform via the REST API.