> ## Documentation Index
> Fetch the complete documentation index at: https://docs.amdital.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Module

> Ticket management, email-to-ticket, and a knowledge base for customer support.

### Overview

Support is your tenant's own customer helpdesk (distinct from the platform-level "Contact
AmDital" help widget — see [Getting help](/help/contacting-platform-support) 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

| Area | Route |
| - | - |
| Ticket dashboard / SLA health | `/support`, `/support/sla` |
| Tickets / inbox | `/support/tickets`, `/support/inbox` |
| Knowledge base / FAQs / SOPs | `/support/knowledge-base`, `/support/faqs`, `/support/sops` |
| Routing / escalations / SLA policies | `/support/routing`, `/support/escalations`, `/support/sla-policies` |
| AMI auto-reply (beta) | `/support/ami` |
| Email channel setup (admin) | `/settings/support/channels` |

### Core workflows

#### Handle a ticket

1. Create or open a ticket from **Support → Tickets**.
2. Set **Priority** (Critical · High · Medium · Low) and **Status** (Open · In Progress ·
   Pending · Resolved · Closed).
3. Set a real **Assignee** — a workspace member picker, not free text.
4. 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

1. An admin configures an inbound mailbox under **Settings → Support → Channels**.
2. Inbound email creates or updates a ticket automatically; outbound replies from the ticket send
   as real email through the same channel.
3. 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.


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