JustFlows
Marketplace/Helpdeskv0.1.10

Helpdesk / Working tickets

Service levels and automation

  • SLA targets count business hours and pause while a ticket is pending or on hold. Breaching a response target emails the assignee.
  • Assignment can be round-robin, fewest open tickets, or by language.
  • Automations remind customers who have gone quiet, raise new tickets nobody has touched, and send mail. They also emit justflows.helpdesk.ticket.* events that other plugins can listen for.
  • Email notices go out for a new ticket, a reply, an assignment, a handover, a solved ticket, a pending reminder, and an @mention. Customers can stop reminder mail.
  • Inbound mail. Helpdesk mail subjects carry the ticket number and a reply token, such as [SUP-9-replytoken], so an emailed reply lands on the right ticket. The token belongs to one ticket, so a reply that arrives in the platform mailbox is filed on the site that owns it, even when ticket numbers repeat across sites. When JUSTFLOWS_INBOUND_MAIL_SECRET is set, mail posted to POST /api/mail/inbound opens a ticket, or adds a reply when the subject names one. Quoted history is left off the thread.