Support

Goal

Find staff Help for the optional support module: customer tickets, replies, and Support setup.

Who it is for

Support agents (support.view / support.manage), and admins who configure departments and policies (support.admin).

What lives here

BlueMatrix Support is a helpdesk queue, not a commerce document. Tickets track customer requests with statuses, replies (including internal notes), assignees, SLA due times, and optional CSAT — there is no GL post / stock issue.

Open the product

• Navigation section Support → Tickets (permission support.view; create/reply needs support.manage).
• Support setup (permission support.admin) for Options, statuses, departments, priorities, services, canned responses, and IMAP sync status.

Related

• Tickets overview
• Find tickets
• Create a ticket
• Support setup