Support and knowledge base
Manage support tickets, departments, statuses, services, predefined replies and self-service articles.
Create a support ticket
Create a support ticketLog a customer or internal support request with contact, department, service, priority and message.
Open guide →GuideReply to and manage a ticket
Reply to and manage a ticketSend replies, add private notes, change status and coordinate ownership.
Open guide →GuideUse ticket statuses, priorities and services
Use ticket statuses, priorities and servicesConfigure the controlled values used to route and report support work.
Open guide →GuideConfigure support departments
Configure support departmentsCreate teams, assign members and configure department email piping where required.
Open guide →GuideConfigure email piping for tickets
Configure email piping for ticketsTurn incoming support email into tickets after mailbox and cron settings are tested.
Open guide →GuideUse predefined ticket replies
Use predefined ticket repliesCreate reusable response content and insert it into ticket replies.
Open guide →GuideConfigure ticket spam filters
Configure ticket spam filtersBlock unwanted senders, subjects or message patterns from creating support work.
Open guide →GuideUse AI ticket summary and reply suggestions
Use AI ticket summary and reply suggestionsGenerate an assisted summary or draft response while keeping staff responsible for final review.
Open guide →GuideCreate a knowledge base article
Create a knowledge base articleWrite a searchable self-service article and assign it to a group.
Open guide →GuideOrganise knowledge base groups
Organise knowledge base groupsCreate, reorder, colour and publish article groups.
Open guide →GuidePublish or hide knowledge base content
Publish or hide knowledge base contentControl whether an article is available to customers and public visitors.
Open guide →GuideReview knowledge base performance
Review knowledge base performanceUse article views and usefulness feedback to improve self-service content.
Open guide →