> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.swellsystem.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# 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

- [Managing Tickets](https://help.swellsystem.com/en/article/managing-tickets-1g5fiyd/)
- [Email Integration](https://help.swellsystem.com/en/article/email-integration-1sd9t22/)
- [SLA Management](https://help.swellsystem.com/en/article/sla-management-y76haz/)
- [Customer Portal](https://help.swellsystem.com/en/article/customer-portal-1yof39i/)
- [AI Features](https://help.swellsystem.com/en/article/ai-features-x9qqw2/)
- [Reporting & Analytics](https://help.swellsystem.com/en/article/reporting-analytics-1jjwhlo/)