YeniActiveSoftware
Support Flow
Support Flow is a ticket management system developed for corporate customer service teams to effectively manage support requests. It improves customer satisfaction with SLA tracking, prioritization and reporting features.
15+Features
12+Tech Details
7/24Support
MartaDeveloper
Developed by Marta Teknoloji
Mersin Technopark — R&D
Features & Capabilities
Multi-channel ticket creation (email, web form, REST API, customer portal)
SLA engine with first response and resolution time tracking
Automatic escalation and notification before SLA breach
Rule-based automatic ticket assignment and routing
Priority, category and tag management
Knowledge base and customer self-service portal
CSAT customer satisfaction survey
Comprehensive reporting and customizable dashboard
Team and agent performance analytics
Automatic ticket conversion via IMAP/SMTP email integration
Ready-made Jira and Slack integration
REST API integration with CRM, ERP and project management tools
Technical Details & Architecture
1
Omnichannel ticket intake engine: all requests from email, web form, REST API and customer portal routed to a single queue; separate queue priority weights per channel; duplicate ticket detection and merging2
IMAP/SMTP integration: inbox emails read in real-time with IMAP IDLE protocol; category, priority and routing rules by subject line, sender and email content; email thread tracking automatically adds replies to existing tickets3
SLA engine: first response time (FRT) and resolution time (RT) target definition by ticket category, customer segment and priority combination; working hours calendar with holiday exclusion; automatic email/SMS escalation alerts at 50%, 75% and 100% thresholds before breach4
Rule-based automatic assignment engine: automatic routing to team or individual agent based on category, keyword, customer segment, incoming email address and working hours conditions on ticket creation; round-robin and load balancing assignment algorithms5
Knowledge base module: solution articles, FAQs and procedure documents; Markdown editor; category hierarchy; article helpfulness voting; full-text search on customer self-service portal; automatic article suggestion to agent while writing ticket6
CSAT (Customer Satisfaction) survey: automatic email or SMS survey to customer with configurable delay after ticket close; 1-5 star rating and free text comment; per-agent and per-category CSAT score tracking7
Reporting and analytics: per-team and per-agent average first response time, resolution time, ticket volume and SLA compliance rate; first contact resolution (FCR) rate; reopening rate; per-customer ticket history; dashboard with customisable widgets8
Webhook and REST API integration: ticket creation and status sync in Jira Cloud/Server; new ticket notification to Slack channel; bidirectional customer data sync with Salesforce and HubSpot CRM; Zapier-compatible event webhooksInterested in this product?
Schedule a live demo or request a technical brief from our team.
ticket sistemihelpdeskmüşteri destekSLA yönetimisupport yazılımı
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