Ticket intake
Tickets come in from:
- A contact form (the Help form on your site)
- Incoming email (via mailbox watching)
- In-app (for logged-in users via a widget)
- REST API (for third-party integrations)
- Manually from an admin ("I got this over DM — logging it")
Routing
Tickets are categorized — Billing, Technical, Sales, Product Feedback — and auto-routed to the right team. Routing rules: based on category, submitter's segment (CRM), priority keywords, or time-of-day.
Priority and SLA
Each ticket has a priority (Low, Normal, High, Urgent). SLAs are configurable per priority × per customer tier:
| Priority | Response SLA | Resolution SLA |
|---|---|---|
| Urgent | 1 hour | 4 hours |
| High | 4 hours | 24 hours |
| Normal | 1 business day | 3 business days |
| Low | 3 business days | 2 weeks |
SLA breaches flash red in the admin queue and send escalation notifications.
Agent workflow
Agents see a queue — filterable, sortable, assignable. Clicking a ticket opens the thread: original message, every reply, attached files, customer history. Agents can:
- Reply (goes to customer as email)
- Add internal note (invisible to customer)
- Change priority, category, assignee
- Merge duplicate tickets
- Link to related tickets
- Resolve or close
Knowledge base
A searchable library of articles. Structure:
- Categories (top-level organization)
- Articles (the content — rich text, images, code blocks)
- Tags (cross-category discovery)
Articles are CPTs in Engine. Access can be gated — public for Getting Started, logged-in-only for Account docs.
Deflection
When a customer starts a new ticket, Support runs a similarity search over the knowledge base and surfaces likely-relevant articles before they hit Submit. Successful deflections (customer closes the form after reading an article) are tracked — great KB articles measurably reduce ticket volume.
Reporting
Dashboards for: volume over time, resolution time distribution, SLA breach rate, agent performance, top categories. Export to CSV.