Support departments, ticket workflows and replies

Configure departments and access

Open System → Support configuration with settings.manage. Define the departments customers may select, their assigned staff and their verified outgoing SMTP profile. Brands/storefronts may restrict support departments and mail routes. Department mail is outgoing notification routing; it does not establish incoming email-to-ticket piping.

Staff visibility uses support.view; managing tickets/replies needs support.manage. The customer owner and permitted account-team members see only their own scoped support. A link or ticket number is not permission to read another account's conversation or attachment.

Handle a ticket

Open Business → Support inbox and filter the actual queue. Review the customer, department, selected service/domain and current status before replying. Staff can create a ticket for a customer, adjust its details/assignment, add permitted internal work and send a customer-visible reply. Keep private staff notes distinct from messages intended for the customer. Customer ticket forms support opening, replying, closing and reopening under their permissions and verification controls.

Use predefined replies to insert reviewed text; check the final wording and attachments before sending. Personal/support signatures are saved separately and do not provide executable template logic. Attachment downloads remain authenticated; do not copy direct private storage paths into replies.

Suggestions and knowledge

The ticket composer can suggest published help articles before submission. Suggestions must respect the chosen department and visibility. The support knowledge workspace provides article categories/topics and publication tools; a draft is not a public answer. See help article management.

Notifications and response goals

Configure response goals and department routes, then test a staging conversation with both customer and restricted staff accounts. A queued notification is not inbox receipt. Inspect Email & templates for the original message and delivery state; replying repeatedly to force an email risks duplicate customer contact. No automatic SLA certification, staffed response promise or incoming email processor is inferred from the support configuration.