Support
Support
Support is a help desk for your organisation: the tickets your team and its agents work (module support). A ticket is a problem somebody raised, by a team member, a client organisation you serve, a stranger through a public form, a mail or a chat message, together with its thread of replies, internal notes and status changes.
In the sidebar under Work → Support. Needs nothing else switched on.
What you see
The screen has two tabs: Queue and Desks.
Queue
Every ticket, newest activity first, with Subject, Raised by, Came in by, Desk, Status, Priority, On it and Last activity. Filter by status (Every status, Open, In progress, Resolved, Closed, or Still to do), by priority (Any priority, Urgent, High, Normal, Low), and by whose (Anyone's, Mine, Nobody). A Quiet over a day filter finds tickets nobody has touched for a day.
With no desk yet, the screen asks you to make one first.
A ticket
Click a ticket to open its thread: public replies and internal notes in order, each marked. You can change its Status, Priority and who is On it, and see when it got its First reply. Below the thread, write a reply or a note:
- Reply sends to whoever raised it, on the channel it came from.
- Note is seen only by your team, never by the requester.
A reply from the requester reopens a resolved ticket. Only a person reopens a closed one.
Desks
Each desk with Name, First reply within, Resolved within, Inbound address, Taking tickets and its public form id. A desk can carry a first-reply target and a resolution target, in minutes; a ticket past its target is flagged.
What you can do
Make a desk
- On Desks, press New desk.
- Give it a Name, such as "Customer support", unique in your organisation.
- Optionally set First reply within (minutes) and Resolved within (minutes). Leave them empty for no target.
Open a ticket by hand
Press New ticket, pick the Desk, write the Subject and What happened, and save.
Work a ticket
Open it, write in the box and press Reply or Note. Change the status as it moves on, set the priority, and give it to someone.
Follow your own organisation's tickets
If you hold support:client, you can raise tickets with a provider you are a client of, and see and answer only your own organisation's tickets, nothing else.
Who can do what
| Permission | Label | Lets you |
|---|---|---|
support:read | View the support queue and tickets | See the queue, tickets and desks |
support:write | Reply to, note, assign, escalate and resolve tickets | Work tickets and make desks |
support:client | Submit tickets to a provider and follow your own organisation's tickets | Raise tickets as a client and follow them up |
See People, roles and permissions.
What runs on its own
| Job | When | What it does |
|---|---|---|
sweep | Every 5 minutes (*/5 * * * *) | Finds open and in-progress tickets past their desk's first-reply or resolution target, and fires the desk's escalation once per ticket, when the desk has an escalation target. |
For agents
An agent can work a ticket end to end. A reply to a customer is always shown to a person to approve before it leaves, with the recipient and the exact text, and it is refused when the requester is not a confirmed contact or single address. Escalating also messages outside, so it asks too. Internal notes must never be repeated to the requester. See Agents and approvals.
Read (read-only): support.list, support.open, support.myTickets.
Work tickets: support.note, support.setStatus, support.assign, support.create, support.followUp (a client's own reply).
Reach outside (asks a person first): support.reply, support.escalate (refused when the desk has no escalation target).
Over MCP the same tools are named support__list, support__reply and so on. See API keys and MCP access.