Core Module

Support Tickets

Support Tickets helps teams handle customer issues with structured ownership and status visibility.

Module Workflow

  1. Create ticket with customer and issue details.
  2. Assign owner and priority/status.
  3. Update lifecycle states until resolution.

Configuration Steps

  • Use consistent issue categories for reporting.
  • Capture callback number and context clearly.
  • Ensure unresolved tickets are escalated automatically.

Operational Tips

  • Use SLA tags for urgent production-impact tickets.
  • Link ticket IDs to related call recordings when possible.