Every support request, tracked from first reply to resolved
Auto-numbered tickets with priority-based SLAs, internal notes, and a single owner — so nothing sits unanswered.
Service desk turns support requests into tracked tickets: each one gets a sequential number, a priority, a status, and an SLA clock the moment it's created. Reps work the queue at /crm/tickets — filter by open, pending, or resolved, reassign, and leave comments — while every change is written to the audit log. Tickets don't only come from your team. The same tickets power the public client portal, so customers can submit a request and track it by an opaque link without ever logging in.
Priority sets the clock
Every ticket's SLA due time is computed automatically from its priority the moment it's created, and the queue flags a ticket as overdue the instant an open or pending ticket passes that deadline.
- Urgent — 4 hour SLA
- High — 8 hour SLA
- Normal — 24 hour SLA
- Low — 72 hour SLA
- Overdue tickets show a red "SLA Xh over" badge in the queue
Status and ownership
Tickets move through open, pending, resolved, and closed. Assigning a ticket sets its owner; moving it to resolved or closed for the first time stamps a resolved_at time automatically.
- Filter the queue by open / pending / resolved / all
- Reassign priority or status inline from the ticket row
- resolved_at is set once, the first time a ticket leaves the open/pending states
Comments, public and internal
Each ticket has its own comment thread. Comments can be marked internal — visible only to your team — or customer-facing, which is what a customer sees when they track their ticket in the portal.
- Internal comments carry an "internal" badge and never reach the portal thread
- Customer replies show as "you"; team replies show as "support" on the portal side
Tickets submitted from the portal
A customer submitting through your tenant's portal is matched to an existing contact by email or has one created automatically, then receives a one-time tracking token — no account required. A customer reply on a resolved ticket automatically reopens it.
- Submission is protected by a honeypot field and a rate limit (10 submissions/hour per tenant)
- Portal replies are rate-limited to 30/hour per ticket token
- Route incoming customer requests into a single, SLA-aware queue
- Give reps an at-a-glance view of what's overdue and who owns it
- Let customers submit and check status themselves instead of emailing your team directly
Service desk — common questions
From its priority at creation time: urgent = 4 hours, high = 8 hours, normal = 24 hours, low = 72 hours. The ticket is flagged overdue automatically once that window passes while it's still open or pending.
No. Comments marked internal are excluded from the portal's ticket thread — customers only ever see non-internal replies.
No. Portal submissions return a one-time opaque token; that token is the tracking link, with no login or password involved.
The ticket automatically reopens to "open" status the moment a customer posts a reply on a resolved or closed ticket.