How does email-to-ticket work?

Connect your support email (IMAP). Incoming emails automatically create tickets with the email content and attachments preserved.

Can I create response templates?

Yes, create canned responses with shortcuts. Type the shortcut and the template auto-fills, saving time on common issues.

How do I track SLA compliance?

The system tracks first response time and resolution time. Reports show compliance rates and identify bottlenecks.

Eclipse Cloud Feature

Support Tickets

Handle customer support with a complete ticketing system featuring multi-status workflow, priority levels, and assignment. Use canned responses for common issues, attach files, and integrate with email for automatic ticket creation. Track response times and team performance.

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What It Solves

Organize customer support requests efficiently
Ensure no tickets fall through the cracks
Speed up responses with templates
Track team performance and response times

Key Capabilities

Multi-status workflow (New, Assigned, Open, In Progress, Waiting Client, Resolved, Closed, Spam)
Priority levels (Low, Medium, High, Urgent)
Ticket assignment to team members
Canned response templates with shortcuts
File attachments support
Email-to-ticket integration
Response time tracking