Support Module

The Support module provides comprehensive customer service management including ticket handling, knowledge base, SLA tracking, and a customer self-service portal.

Overview

The Support module enables you to:

• Manage support tickets
• Build knowledge base articles
• Track SLA compliance
• Provide customer self-service
• Analyze support metrics
• Automate support workflows

Key Features

🎫 Ticket Management

Create, track, and resolve support tickets with priority handling and assignment. Learn more →

📚 Knowledge Base

Build a searchable library of articles, FAQs, and solutions for self-service. Learn more →

⏱️ SLA Management

Define and monitor service level agreements for response and resolution times. Learn more →

🌐 Customer Portal

Provide customers with self-service access to tickets, knowledge, and account info. Learn more →

Module Integration

Support integrates with:

Module	Integration
CRM	Customer records
Sales	Order issues
Inventory	Stock inquiries
Finance	Billing questions
Projects	Project support

Getting Started

Initial Setup

1. Configure Ticket System

   • Create ticket categories
   • Set up queues
   • Define priorities

2. Set Up SLAs

   • Define response times
   • Set resolution targets
   • Configure escalations

3. Build Knowledge Base

   • Create categories
   • Write initial articles
   • Set up search

Quick Navigation

Task	Location
Create ticket	Support → Tickets → New
View open tickets	Support → Dashboard
Manage articles	Support → Knowledge Base
View SLA status	Support → SLA Dashboard

Support Process

Ticket Lifecycle

Ticket Created → Assigned → In Progress →
Pending Customer → Resolved → Closed

Ticket Example

Ticket: TKT-2026-0542
Subject: Unable to process payment
Customer: Acme Corp
Priority: High
Status: In Progress

Timeline:
├─ Created: Jan 22, 9:15 AM
├─ Assigned: Jan 22, 9:18 AM (Auto)
├─ First Response: Jan 22, 9:45 AM
├─ Investigation: Jan 22, 10:30 AM
└─ Pending Resolution

Ticket Categories

Category	Description	Examples
Technical	System issues	Errors, bugs, access
Billing	Payment issues	Invoices, charges
Sales	Order issues	Orders, delivery
General	Information	Questions, feedback
Feature	Requests	Enhancements

Priority Levels

Priority	Response	Resolution	Use Case
Critical	15 min	2 hours	System down
High	1 hour	8 hours	Major impact
Medium	4 hours	24 hours	Normal issues
Low	8 hours	48 hours	Minor issues

Dashboard Overview

The Support Dashboard displays:

• Open Tickets - Active issues
• My Tickets - Assigned to you
• Unassigned - Awaiting assignment
• SLA Status - Compliance metrics
• Recent Activity - Latest updates
• Performance - Team metrics

Best Practices

🎫 Tickets

• Respond promptly
• Clear communication
• Proper categorization
• Thorough documentation

📚 Knowledge Base

• Keep updated
• Clear writing
• Searchable content
• Regular reviews

⏱️ SLA

• Meet targets
• Escalate early
• Track metrics
• Continuous improvement

👥 Customer Focus

• Professional tone
• Empathetic approach
• Follow up
• Exceed expectations

Configuration

Navigate to Settings → Support to configure:

• Categories - Ticket types
• Queues - Assignment groups
• SLAs - Service agreements
• Priorities - Urgency levels
• Workflows - Automation rules
• Portal - Customer access

Troubleshooting

Common Issues

Tickets not assigning

• Check queue configuration
• Verify assignment rules
• Review user availability
• Check permissions

SLA breached

• Review escalation settings
• Check notification rules
• Adjust workload
• Analyze patterns

Portal access issues

• Verify customer account
• Check permissions
• Review portal settings
• Test connectivity

Module Documentation

Explore detailed guides for each support feature in the sections below.