Category

Support and knowledge base

Manage support tickets, departments, statuses, services, predefined replies and self-service articles.

01Create a support ticketLog a customer or internal support request with contact, department, service, priority and message.02Reply to and manage a ticketSend replies, add private notes, change status and coordinate ownership.03Use ticket statuses, priorities and servicesConfigure the controlled values used to route and report support work.04Configure support departmentsCreate teams, assign members and configure department email piping where required.05Configure email piping for ticketsTurn incoming support email into tickets after mailbox and cron settings are tested.06Use predefined ticket repliesCreate reusable response content and insert it into ticket replies.07Configure ticket spam filtersBlock unwanted senders, subjects or message patterns from creating support work.08Use AI ticket summary and reply suggestionsGenerate an assisted summary or draft response while keeping staff responsible for final review.09Create a knowledge base articleWrite a searchable self-service article and assign it to a group.10Organise knowledge base groupsCreate, reorder, colour and publish article groups.11Publish or hide knowledge base contentControl whether an article is available to customers and public visitors.12Review knowledge base performanceUse article views and usefulness feedback to improve self-service content.