Support Module Guide
Guide to managing customer support tickets, live chats, SLAs, and knowledge base repositories.
Support Desk Overview
Maintain strong customer relations using HubNest CRM's built-in Support Desk modules.
1. Ticket Management
Tickets group customer issues, tracking priority and assignment:
- Automatic Intake: Converts incoming support emails (configured via IMAP integration) into tickets.
- Priority Matrix: Low, Medium, High, and Urgent severity tags.
- Assignee Routing: Directs tickets to available Support Agents depending on their active workload.
2. SLA Management
Define Service Level Agreements (SLA) to enforce reply deadlines:
- First Response Time: Target time (e.g., within 2 hours for Urgent tickets).
- Resolution Time: Limit to mark tickets as Resolved.
- Escalation Triggers: Warns Support Managers via email if ticket SLAs are at risk of breach.
3. Knowledge Base
Create help directories linked to the public /help-center path:
- Markdown-based articles categorized by module.
- Search engine optimization (SEO) indexing on public articles.