Getting Started with Support Desk
Set up your multi-tenant customer support desk in under 5 minutes. Learn how to configure departments, onboard support agents, apply automated SLA policies, and integrate customer self-service portals.
Departments & SLAs
Structure teams (Engineering, Billing, General) and set automated response deadlines.
Omnichannel Inbound
Route inbound emails, API calls, and web forms directly into threaded ticket conversations.
Customer Portal
Embed signed self-service JWT portals into your SaaS web and mobile applications.
1Authentication & Base URL
All Support API endpoints are prefixed with /v1/support. Support requests require dual-persona authentication:
Bearer token with platform tenant context:
Authorization: Bearer <PLATFORM_JWT_TOKEN>
Pre-signed portal token generated by your backend:
X-Portal-Token: <PORTAL_JWT_TOKEN>
2Create a Support Ticket
Create a new ticket programmatically on behalf of a customer. The system automatically assigns a sequential ticket number (e.g. #1042), sets up the initial message, computes SLA due dates, and persists domain events inside an atomic database transaction.
POST /v1/support/ticketsAuth
3Replying & Tracking SLA Compliance
When an agent posts a public reply (is_internal: false), the SLA engine automatically records the first response timestamp, validates whether the deadline was met, and transitions ticket state.