YeniActiveSoftware
Support Flow
Support Flow is a ticket management system that lets IT support teams handle requests from their client companies in one panel. It evaluates messages arriving at connected WhatsApp accounts with AI and opens tickets automatically; tickets can also be created from the panel, the customer portal or via webhook. Technician assignment, internal notes, a knowledge base, task management and per-company reporting live on the same platform.
94+Features
11+Tech Details
7/24Support
MartaDeveloper
Developed by Marta Teknoloji
Mersin Technopark — R&D
Features & Capabilities
01
9 featuresTickets
- Table and list views with ID, subject, status, priority, category, company, user, technician and date columns
- Search; filter by status, priority, technician, company, category and date range; sort by column
- New tickets appear in the list instantly and highlighted
- Ticket numbers with a channel letter and date/time (W: WhatsApp, M: manual, E, A: API)
+5 more
02
6 featuresTicket Creation & Channels
- New ticket from the panel: subject, description, priority, category, client company, related contact and technician
- Searchable dropdowns for company, contact and technician
- Attach files on creation: up to 5 files, 10 MB each
- 13 categories: technical support, access request, installation, faulty device, internet/network, restriction removal, VPN, mail, password, e-signature, new staff, hardware/consumables, software/licence
+2 more
03
10 featuresWhatsApp Connection & Conversations
- QR code shown in the panel; link a WhatsApp account by scanning with the phone, or disconnect
- Connection state and linked phone number display
- Multiple WhatsApp numbers; replies from the panel go out from the default number
- Conversation list: unread count, last message, mark as read
+6 more
04
13 featuresAI & Automation
- Greetings and small talk are filtered out; real support requests become tickets
- Misspelled Turkish messages are interpreted by meaning (e.g. “yzcı calismio”)
- Suggested ticket title, category and priority
- Company names are matched to client companies and technician names to staff (honorifics like “bey” are stripped)
+9 more
05
6 featuresContacts & Company Matching
- WhatsApp contact list; search by name, phone or email
- Contact type badge: company, individual, unregistered
- Automatic matching to a company by phone, email or email domain
- Manually assign a contact to a company or company user, or remove the assignment
+2 more
06
6 featuresClient Companies
- Create a new company and its first admin in one step
- Company details: contract tier, tax ID, address, domain, contact details
- Company users: add, edit, delete, reset password and grant permissions
- WhatsApp contacts assigned to the company and the list of unassigned contacts
+2 more
07
5 featuresCustomer Portal
- Separate customer login; users see only their own company’s requests
- Dashboard: open, in-progress and resolved-this-month requests, average response time, recent requests
- Request list and new request form
- Company reports (admins): manual/WhatsApp request sources, top requesters in the last 30 days, 30-day trend
+1 more
08
6 featuresDashboard & Personal Panel
- Open, in-progress, waiting and resolved ticket counts; active conversations and unread messages
- Channel mix: WhatsApp, manual by staff, manual by customer
- Opened/resolved trend: daily, weekly, monthly; filter by status
- Staff performance: resolved, in-progress and open tickets; period and staff filters
+2 more
09
8 featuresReport Management
- Period: today, this week, this month or a custom date range
- Total, resolved and open tickets; average resolution time
- Company breakdown: by priority, resolved/open and spam/duplicate counts
- Company detail: top requesters and category breakdown
+4 more
10
11 featuresTasks & Knowledge Base
- Tasks with title, description, priority, due date and multiple assignees
- Unassigned tasks go to a pool; staff take them with “claim”
- Tabs: all tasks, pool, my tasks, completed; staff and priority filters
- Statuses: pending, in progress, completed, overdue
+7 more
11
5 featuresIntegration: Webhooks & Email
- Outgoing webhook events: ticket created, status changed, assigned, resolved; message received; contact and company created
- Per-webhook event selection, HMAC-SHA256 signing secret, active/inactive
- Test send and delivery log (status code, duration, attempt)
- Incoming webhook: create tickets, update status and add notes with a secret header
+1 more
12
9 featuresStaff, Security & Audit
- Staff tiers: super admin, admin, senior technician, support; menus by role
- Add staff, username login, password reset, deactivate, restore and permanent delete
- Staff profile: resolved/active tickets, task stats, skills, recent activity
- Company user roles: admin, user, viewer
+5 more
Technical Details & Architecture
1
Ticket channels: WhatsApp (linked account), web panel, customer portal, incoming webhook2
WhatsApp connection: Account pairing by QR code; a separate connection service per number with automatic reconnection3
AI engine: Local language model on the organisation’s server (Ollama); rule-based analysis takes over if the model does not respond4
Processing modes: Hybrid, AI only or rules only; switched from the panel5
Personal data masking: Turkish ID numbers, phone, email, IBAN, card, tax and plate numbers and IP addresses are masked before analysis6
Webhooks: Outgoing events signed with HMAC-SHA256, with delivery log and test send; incoming webhook to create tickets, update status and add notes7
Email: Password reset and report delivery over SMTP (TLS/STARTTLS); configured and tested from the panel8
Authentication: TOTP two-factor authentication with 10 single-use backup codes; password change required at first loginInterested in this product?
Schedule a live demo or request a technical brief from our team.
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