Support
Enterprise Ticketing and Customer Support
Multi-tenant ticketing with SLA management, email-to-ticket integration (IMAP, Microsoft 365, Google Workspace), real-time agent dashboards via HTMX, customer self-service portal, and a knowledge base. Track, resolve, and report on customer issues across your entire organization.
Core Features
What Support delivers out of the box.
Ticketing System
Multi-tenant ticket management with priority levels, customizable status workflows, and queue-based routing. Handle customer issues from creation through resolution with full audit trails.
- Priority levels with customizable status workflows
- Queue-based ticket routing and assignment
- Team assignment with escalation rules
- Threaded comments with attachment support
SLA Management
Define and track service level agreements with response and resolution targets. Automatic breach detection triggers escalation before targets are missed.
- Response and resolution time targets
- Automatic breach detection and alerting
- Escalation rules with notification chains
- SLA compliance reporting and dashboards
Email-to-Ticket Integration
Inbound email integration via IMAP or OAuth (Microsoft 365, Google Workspace). Incoming emails automatically create or update tickets with full thread matching.
- IMAP email capture for any mail server
- Microsoft 365 OAuth integration
- Google Workspace OAuth integration
- Automatic thread matching and ticket updates
Customer Portal
Self-service portal where customers submit tickets, track status, and browse the knowledge base. Token-based authentication with custom branding per organization.
- Ticket submission and real-time status tracking
- Knowledge base access and search
- Token-based portal authentication
- Custom branding per organization
Knowledge Base
Build an internal and customer-facing knowledge base with Markdown support. Categorize articles, track views, and link solutions to ticket categories.
- Article creation with full Markdown support
- Category-based organization
- Internal and public visibility controls
- Automatic linking to ticket categories
Analytics & Reporting
Real-time dashboards with Chart.js visualizations updated via HTMX. Track ticket volumes, resolution times, SLA compliance, and team performance.
- Real-time Chart.js dashboards
- Ticket volume and trend analysis
- Resolution time and SLA compliance tracking
- CSV and Excel export for all reports
Key Capabilities
Cross-cutting capabilities built into Support.
HTMX Real-Time Updates
Agent dashboards update in real-time using HTMX polling. New tickets, status changes, and SLA warnings appear without page refreshes.
Dark Mode
System-aware dark mode support. The interface respects the operating system theme preference for comfortable extended use.
Markdown Support
Rich ticket descriptions and knowledge base articles with full Markdown rendering. HTML sanitized with Ammonia for security.
REST API
Token-authenticated API for programmatic ticket creation, updates, and querying. Integrate support workflows with external systems.
Queue Management
Organize tickets into queues by team, product, or priority. Automatic routing rules assign tickets to the right queue on creation.
Audit Logging
Complete action trail for every ticket: creation, assignment, status change, comment, and resolution. Timestamped with user attribution.
Technical Details
Under the hood of Support.
Explore the Suite
Support is one of seven integrated applications in CITADEL.
Ready to Get Started with Support?
See how CITADEL Support can streamline your operations. Talk to the Gallantic team.
Contact Gallantic