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🎫 Support Tickets

Manage customer support requests, track progress and communicate via the chatter.

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💬 Chatter

To: —
CC:
Analyze the ticket text and recommend the best type, priority, routing, and related knowledge articles.
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Support Ticket Settings

Configure the SMTP server used to send ticket emails (stage updates, chatter emails, @mention notifications). Uses the same credentials as your main email settings if left empty.

💡 Microsoft 365 settings

Host: smtp.office365.com   Port: 587   Encryption: STARTTLS
Username & From Email: your support mailbox (e.g. support@iss-mea.com)

Configure the automatic email sent when a ticket reaches each stage. The system always starts the email with Type / inside a subject or template to insert ticket objects like person name, ticket number, client, and project.

Use / for variables: {{Person_Name}}, {{ticket_number}}, {{client_name}}, {{project_name}}, {{stage}}

Configure your IMAP inbox to automatically create tickets from inbound emails, and route client replies back to the correct ticket thread.

📌 How it works:
• New email → creates a new ticket automatically
• Client replies (with [TKT-XXXXXXXX-XXX] in subject) → threaded into the ticket's chatter
• Poll interval: checks inbox every N minutes for unread messages

💡 Microsoft 365 / Exchange IMAP

Host: outlook.office365.com   Port: 993   Encryption: SSL/TLS
Gmail: Host imap.gmail.com — requires an App Password, not your main password.

Manage ticket stages from the main settings page.

⚙️ Open Stages Settings

Current Stages

🧩 Service Catalog & Request Types

Configure the request types shown in the catalog and the dynamic fields users fill before ticket creation.

Supported field types: text, textarea, select, date, datetime-local, number, checkbox.

🧱 Assets & Service Registry

Register business services, model service dependencies, and link supporting assets to tickets.

🛡️ Active SLA Contracts

All clients and projects with active SLA milestones from the Recurrency tab. Configure per-client response targets and track contract status.

Client Project / SLA Name SLA Start SLA End Monthly $ Contact Email SLA Policy Target Hrs Target Stage Status
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⚙️ Manage SLA Policies (Response Time Rules)

Define global response/resolution targets by priority. These rules apply automatically to all new tickets.

No SLA policies yet.

Create pre-defined responses for common issues. In the chatter, type / to trigger the picker.

➕ New Canned Response

No canned responses yet.

Automatically escalate tickets that haven't been updated within a set time. Rules run every 15 minutes.

➡️ New Escalation Rule

No escalation rules yet.

General system settings for the support portal.

Example: https://support.iss-mea.com

🤖 Auto-Assignment (Round-Robin)
Automatically assign new tickets to the agent with fewest open tickets.