Customer Support
Support Ticketing
Customer complaints, SLA, engineer assignment and resolution history in one workspace. Support Ticketing manages complaints from creation to closure with priority, source, assignee, comments, attachments and parts used.
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Who it is for
After-sales, service centers, field support and customer success teams.
Part of the Support Tickets & SLA module. See plans and modules
How it works, step by step
Tickets can be created by team members or external integrations, assigned to engineers and tracked by status and SLA.
- Create a ticket with customer, priority and product.
- Assign it to an engineer or agent.
- Work it with comments, attachments and parts used.
- Resolve and close; the SLA due time is tracked throughout.
What you get
- SLA tracking
- Engineer assignment
- Parts used
- Customer 360
- Ticket comments
- External integration API
What it connects to
- Warranty TrackingTrack sold units, warranty expiry, customer equipment and service eligibility.
- Field ToolkitIssue tools to field engineers, track returns, condition and overdue checkouts.
- Customer 360One page per customer with their leads, quotations, invoices, tickets and warranty units.
- Knowledge BaseInternal SOP and FAQ articles your team can search, and the source AI Company Memory answers from.
- Inventory ManagementProducts, variants, serial units, stock movement and low-stock alerts, connected to quotations, invoices and purchase orders.
Getting set up
Enable support tickets, add engineers, configure priorities and start capturing complaints.
Support Ticketing: questions and answers
- What happens when an SLA is about to be missed?
- SLA due times are tracked on each ticket, and an hourly check raises an alert for breaches.
- Can tickets use spare parts from stock?
- Yes. With Inventory on, parts used on a ticket come out of stock.
- What are the ticket statuses?
- Open, In Progress, Resolved and Closed.
- Which module is this part of?
- Support Ticketing is part of Support Tickets & SLA. Modules are sold separately or in the Full CRM bundle; see the pricing page for current prices.
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