Support

The Support module lets you centralise and streamline customer help requests. You can group tickets by department, classify them by service, manage incoming inquiries, customise the submission form, automate notifications, and even import emails directly as tickets.

Use departments to route tickets to the right team.

1. Access: Go to Setup > Support > Departments.

2. Create: Click New Department, enter a Name, Department Email (for new tickets), and optionally a Google Calendar ID to sync assignments.

3. Manage: Edit or delete existing departments via the Options menu beside each entry.

Services let you tag tickets by the type of work involved.

1. Access: Navigate to Setup > Support > Services.

2. Create: Click New Service, give it a descriptive name (e.g. “On-Site Support,” “Software Upgrade”).

3. Apply: Agents select a Service when logging or updating a ticket to aid reporting and SLAs.

This is where you view, assign, and resolve all support requests.

1. Tickets List: From the main Support menu, select Tickets to see open, pending, and closed tickets.

2. Filters & Search: Use status, department, service, date range, or keyword filters to narrow your view.

3. Actions: Click a ticket to add replies, reassign it to another department or agent, change priority/status, or close it.

Customize what information customers submit.

1. Access: Go to Setup > Support > Ticket Form.

2. Fields: Add, remove, or reorder fields (e.g. Name, Email, Subject, Description, Custom Fields).

3. Validation: Mark fields as required or optional.

4. Preview & Save: Preview the form and save changes to update your customer portal.

Control automated messages sent at each ticket stage.

1. Access: Go to Setup > Email Templates and scroll to the Tickets section.

2. Enable/Disable: Use the toggle on the right to turn each template on or off (e.g. New Ticket Opened, Auto-Close).

3. Edit: Click a template name to modify subject lines and body text, inserting variables like {ticket_id}, {customer_name}, or {ticket_link}.

4. Save & Test: Send a test email to confirm formatting and content.

Automatically convert inbound emails into tickets.

1. Access: Navigate to Setup > Settings > Tickets (or Setup > Support > Settings).

2. Enable: Turn on Email Piping or IMAP Import.

3. Configure: Enter the mailbox credentials (IMAP/POP host, username, password, port, encryption).

4. Mapping: Assign a default department and fallback service for imported tickets.

5. Save & Monitor: Save settings and check the import log to ensure messages are being processed.