Support Tickets
Resolve faster. Keep customers loyal.
A complete help-desk: e-mail-to-ticket, departments, priorities, SLAs, canned replies, private staff notes and a customer portal — with knowledge-base suggestions to deflect repeat questions.
“Customer issues get lost in inboxes and no one owns them.”
Imagine this
A customer e-mails support. A ticket is created, assigned by department, given a priority and an SLA clock. The agent replies with a canned answer and links a knowledge article.
Walk me through itSupport Tickets, step by step
- 1
Receive the request
Tickets arrive by e-mail, from the portal or are created by staff.
- 2
Route and prioritise
Assign a department and priority and start the SLA clock.
- 3
Respond efficiently
Reply with predefined answers, add private notes and link knowledge articles.
- 4
Resolve and learn
Close the ticket and send a short survey to measure satisfaction.
Everything inside Support Tickets
E-mail-to-ticket and portal submission
Departments, priorities, statuses & SLA tracking
Predefined replies and auto-responses
Private notes and assignment rules
Knowledge-base linking
Questions it answers for you
The questions you would ask on a busy day — answered from live data, not last month’s spreadsheet.
Who in your team uses it
Support agent
Works from a clear queue with all the customer context in one place.
Support lead
Watches SLAs and workload to keep response times healthy.
Customer
Tracks their request and gets answers faster.
Support Tickets works with the rest of your business
Data flows between modules through the platform’s event bus — nothing is typed twice.
Where Support Tickets makes the biggest difference
Support Tickets: common questions
Does it handle e-mail?
Yes. E-mail-to-ticket is supported.
Are private notes possible?
Yes, staff-only notes.
See Viamione with your own workflows
Book a tailored walkthrough. We map your processes to modules and recommend a plan.