Articles on: Support & Helpdesk

Support & Helpdesk Overview

Support & Helpdesk Overview


The Support & Helpdesk module provides a comprehensive ticketing system for managing customer support requests, inspired by Help Scout's clean and efficient design.


Key Features


Core Functionality

  • Shared Inbox: Unified inbox interface for managing all support tickets
  • Multiple Inboxes: Organize tickets by department, product, or team
  • Ticket Management: Create, view, update, and resolve tickets
  • Conversation Threads: Full message history with threading
  • Status Workflow: Track tickets through their lifecycle (new → open → pending → solved → closed)
  • Priority Levels: Categorize tickets by urgency (low, normal, high, urgent)
  • Assignment: Assign tickets to team members
  • Tags: Organize and categorize tickets with tags


Email Integration

  • Email-to-Ticket: Automatically convert incoming emails to tickets
  • Email Threading: Maintain conversation context via email headers
  • Auto-Assignment: Automatically assign tickets based on inbox rules
  • Scheduled Sync: Email sync runs every 5 minutes


SLA Management

  • SLA Policies: Define response and resolution timeframes
  • Business Hours: Configure working hours for SLA calculations
  • Priority Multipliers: Adjust SLA deadlines based on priority
  • Breach Detection: Automatic monitoring and alerting for SLA breaches
  • Compliance Tracking: Track first response and resolution compliance


Saved Replies

  • Canned Responses: Create and manage reusable reply templates
  • Shortcuts: Quick insert with keyboard shortcuts
  • Rich Content: Support for formatted text and variables


Automation & Workflows

  • Workflow Integration: Automate ticket actions based on events
  • Auto-Assignment: Automatically assign tickets to agents
  • Auto-Tagging: Automatically tag tickets based on content
  • Status Transitions: Automatically change ticket status
  • Auto-Responses: Send automated replies to customers


Reporting & Analytics

  • Ticket Volume Reports: Track ticket creation trends
  • Response Time Metrics: Monitor average, median, and percentile response times
  • Resolution Time Metrics: Track time to resolution
  • Agent Performance: Individual agent statistics and metrics
  • SLA Compliance: Monitor SLA adherence rates
  • Customer Satisfaction: Track CSAT scores and ratings
  • Tag Analytics: Analyze ticket categorization


AI Features

  • AI Draft Responses: Generate professional draft replies
  • Ticket Summarization: Condense long threads into summaries
  • Sentiment Analysis: Detect customer sentiment and urgency
  • AI Routing: Suggest best assignee for tickets
  • Smart Categorization: AI-powered tag suggestions


Customer Portal

  • Self-Service Portal: Customers can view and manage their tickets
  • Token-Based Access: Secure portal access via email links
  • Ticket Creation: Customers can create new tickets
  • Ticket Replies: Customers can reply to existing tickets
  • Mobile Responsive: Works on all devices


Getting Started


1. Activate the Module

The Support module must be activated for your tenant:

  1. Go to Settings → Modules
  2. Find "Support" in the list
  3. Toggle it to active


A default inbox will be created automatically when the module is activated.


2. Configure Inboxes

  1. Go to Support → Settings (or Settings → Support)
  2. Create additional inboxes as needed
  3. Configure default assignees and teams
  4. Set up email integration for each inbox


3. Set Up Email Integration

  1. Go to Settings → Support → Inboxes
  2. Configure IMAP/POP3 settings for each inbox
  3. Test the connection
  4. Email sync will run automatically every 5 minutes


4. Configure SLA Policies

  1. Go to Settings → Support → SLA Management
  2. Create SLA policies for different scenarios
  3. Configure business hours
  4. Set priority multipliers
  5. Mark a policy as default if needed


5. Create Saved Replies

  1. Go to Settings → Support → Saved Replies
  2. Click "Create Saved Reply"
  3. Enter name, shortcut, and content
  4. Save for use in ticket replies


Permissions


The Support module uses granular permissions:

  • support.view - View tickets
  • support.create - Create tickets
  • support.edit - Edit tickets
  • support.delete - Delete tickets
  • support.assign - Assign tickets
  • support.resolve - Mark tickets as solved
  • support.manage_inboxes - Manage inboxes
  • support.manage_tags - Manage tags
  • support.manage_slas - Manage SLA policies
  • support.view_reports - View analytics/reports
  • support.manage_settings - Configure support settings


Integration with Other Modules


CRM Integration

  • Tickets can be linked to Contacts or Companies
  • View all tickets for a contact/company in CRM
  • Create tickets directly from CRM views
  • Ticket activities appear in CRM activity feed


Workflows Integration

  • Tickets trigger workflow events
  • Automate ticket actions via workflows
  • Use ticket variables in workflow actions


AI Integration

  • AI features require Professional plan or above
  • AI Assistant panel in ticket detail view
  • Generate drafts, summaries, and suggestions


Best Practices


  1. Organize with Inboxes: Create separate inboxes for different departments or products
  2. Use Tags Effectively: Tag tickets for easy filtering and reporting
  3. Set Up SLAs: Define clear SLA policies for your support team
  4. Create Saved Replies: Build a library of common responses
  5. Leverage Workflows: Automate repetitive tasks
  6. Monitor Reports: Regularly review analytics to improve performance
  7. Train Your Team: Ensure agents understand the workflow and features


Next Steps


Updated on: 13/03/2026

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