Support & Tickets
Support that knows the whole customer
A helpdesk inside your CRM: tickets carry the full customer context — orders, invoices, contracts — so resolutions are faster and smarter.
The point of it all
“Support that knows the whole customer” — not as a slogan, but as the way the support & tickets workflow is actually built.
Everything support & tickets should do
Built deep, not bolted on — each capability shares the same records, permissions and automation engine as the rest of the platform.
Multi-channel intake
Email, portal, WhatsApp and in-app forms create tickets with the conversation attached.
SLA awareness
Priorities and due times keep queues honest, with breaches escalated automatically.
Assignment rules
Skills, load and category routing put each ticket with the right agent.
Canned responses
Reusable replies and snippets keep answers fast and consistent.
Customer context
Orders, invoices, contracts and past tickets visible beside the conversation.
Internal notes
Private collaboration threads keep agent discussion out of customer view.
Context is the speed advantage
Agents see the account’s deals, billing state and history without tab-switching — the difference between “let me check” and an answer.
- Cross-module record panel on every ticket
- Recent activity timeline inline
- Linked records one click away
- Role-based visibility respected
Queues that run themselves
Routing, prioritisation and escalation are rules, not rituals. Managers tune the rules; the queue does the rest.
- Category and skill-based routing
- Priority from customer tier and impact
- Auto-escalation on ageing tickets
- Reassignment with full history
Support that feeds the rest of the business
Ticket patterns inform health scores, risk assessments and product decisions — support stops being a silo.
- Tickets factor into account health
- Risk creation from repeated issues
- Reportable categories and outcomes
- Searchable knowledge via Zuno AI
Works as one
Support & Tickets shares one Customer 360° with the rest of EazyCXM
No connectors, no sync jobs, no two systems arguing about the truth — CRM Core modules read and write the same customer data, under the same permissions, audited the same way.
The motion, end to end
Capture
A message becomes a ticket with customer and channel context.
Route
Rules assign, prioritise and set expectations instantly.
Resolve
Agents work with full context, canned responses and collaboration.
Learn
Outcomes feed health, risk and reporting automatically.
Support & Tickets, answered
Yes — through the customer portal, email and embeddable forms, with status visible to them throughout.
Due times derive from priority rules; approaching and breached deadlines trigger notifications and escalations automatically.
Invoices, orders and payment status appear beside the ticket so billing questions resolve in one touch.
Inbound WhatsApp messages can create or attach to tickets, keeping the thread in one place.
Email, portal, WhatsApp and in-app forms all create tickets with the original conversation attached.
Due times derive from priority rules; approaching and breached deadlines trigger notifications and escalations automatically.
Internal notes keep agent discussion separate from the customer-facing thread.
More from CRM Core
See Support & Tickets in action
Support that knows the whole customer — watch it work on a flow shaped like yours.