Support Help Desk
Support Help Desk
The Support module provides a full-featured help desk system built on top of the CRM. It handles all inbound customer service requests with structured workflows, SLA tracking, and team collaboration tools.
Ticket Sources
Tickets can be created from multiple entry points:
- Customer submits via the storefront contact form or My Account → Support
- Email integration — incoming email to a support address auto-creates a ticket
- Admin creates a ticket manually on behalf of a customer
- Live chat conversation is escalated to a ticket
SLA Policies
Define response and resolution time targets based on ticket priority. Go to Support → SLA Policies → Add Policy:
| Priority | First Response | Resolution |
|---|---|---|
| Low | 24 hours | 72 hours |
| Medium | 8 hours | 24 hours |
| High | 2 hours | 8 hours |
| Urgent | 30 minutes | 2 hours |
SLA breach timers run during business hours only (respects your configured business calendar). Overdue tickets are highlighted in red and trigger escalation notifications.
Canned Responses
Save time by creating reusable response templates for common questions. Access them in the reply editor by typing / and searching for the canned response name. Create them under Support → Canned Responses.
Assignment Rules
Auto-assign tickets to the right agent based on:
- Department (Billing → Billing team; Technical → Tech team)
- Round-robin within a team (balanced workload)
- Keyword matching in the ticket subject
- Customer VIP status → always assign to senior agent
Configure under Support → Assignment Rules.
Escalation
Tickets escalate automatically when:
- No response is sent before the SLA first-response deadline
- The ticket has been open beyond the resolution SLA
- The customer replies and the agent has not responded for more than the configured idle time
Escalated tickets are flagged and the assigned agent's manager is notified.
Merging Tickets
When a customer submits the same issue multiple times, merge the duplicate tickets into one. The conversation history from all tickets is combined. Open the primary ticket and click Merge, then search for the ticket to merge into it.
Reporting
- First Response Time — Average time to first agent reply
- Resolution Time — Average time to ticket closure
- SLA Compliance Rate — % of tickets resolved within SLA
- Agent Performance — Tickets handled and CSAT score per agent
- Volume by Category — Which types of issues are most common