Overview
Support is your tenant’s own customer helpdesk (distinct from the platform-level “Contact AmDital” help widget — see Getting help for that). It covers ticket management, SLA tracking, a knowledge base, FAQs, routing rules, and escalations. It links to CRM (tickets can reference a contact), Notifications (assignment alerts), the AI module (an AMI-powered auto-reply, still in beta), and Docs (knowledge-base content).Where to find it
Core workflows
Handle a ticket
- Create or open a ticket from Support → Tickets.
- Set Priority (Critical · High · Medium · Low) and Status (Open · In Progress · Pending · Resolved · Closed).
- Set a real Assignee — a workspace member picker, not free text.
- A ticket can be linked to a Work task; when that task is marked complete, the linked ticket auto-resolves.
Set up email-to-ticket
- An admin configures an inbound mailbox under Settings → Support → Channels.
- Inbound email creates or updates a ticket automatically; outbound replies from the ticket send as real email through the same channel.
- Mailbox credentials are encrypted at rest and the inbound webhook is token-verified — no Cloudflare/IMAP setup is required on your side.
Permissions
Support is workspace-scoped; ticket handling (assignment, status changes) is role-based per your workspace’s agent setup.Known limitations
- Live chat, WhatsApp channel, automation rules, business-hours-aware SLAs, saved replies, a knowledge-base editor UI, and CSAT (satisfaction score) capture are not built yet — the routes exist in navigation but the underlying functionality is still on the roadmap.
- The Inbox and Escalations pages (separate from the main Tickets list) currently don’t load ticket data — use the main Tickets list and SLA view for now.
- “Assign to me” on the Escalations page is not yet wired up.