Support Overview
A help-desk for your team, with two ways for customers to reach you and a growing set of automation around it.
The Support module is where your team manages customer conversations — tickets, replies, and everything that keeps a request moving until it's resolved.
What is the Support module?
Support is a ticketing system: every customer request becomes a ticket with a status, a priority, and an assigned agent. Agents reply to the customer or leave internal notes, and the ticket is tracked until it's resolved.
Customers can reach you two ways:
- An embeddable support widget — a form you configure once and put on your own website, so anonymous visitors can open a ticket without logging in.
- A logged-in customer portal — a "my tickets" view for customers who already have an EnOpSy account with you.
Why does EnOpSy have a Support module?
Support requests scattered across a shared inbox get lost or double-handled. Keeping every request as a ticket — with one owner, one status, and a full reply history — means nothing falls through the cracks and any agent can pick up where another left off.
What's in this section
| Page | What it covers |
|---|---|
| Tickets | Creating a ticket, statuses and priority, replying vs. leaving an internal note, predefined replies, drafts, and @mentions. |
| Labels & Departments | Organizing tickets with labels and routing them to the right department. |
| Merge & Bulk Actions | Combining duplicate tickets and acting on many tickets at once. |
| Email Automation | Turning inbound email into tickets, verifying a submitter's email, and blocking spam/abuse. |
| Support Widget & Customer Portal | The two ways a customer can open a ticket without an agent doing it for them. |
| Reporting | The agent leaderboard and post-resolution customer ratings (CSAT). |
| Troubleshooting | Known rough edges — what to do instead of a broken button. |
| FAQs | Common questions. |
Who should use this module?
Support agents and team leads handling customer requests day-to-day. Department and label setup is usually done once by an admin.