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Support Tickets

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

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Chatter

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Analyze the ticket text and recommend the best type, priority, routing, and related knowledge articles.

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.