Support

Where requests come from

All channels go into one queue:

• website — the Support page and a request from an order page (linked to the order);
• website chat — a floating button in the corner; the first message opens a ticket;
• Telegram — a message to the bot in a private chat;
• email — a letter to support@ (if the mailbox is set up, see Mail).

Queue

Support menu: “Mine”, “Unassigned”, by status, ticket log, reply templates, knowledge base, settings.

Status	Meaning
New	No staff reply yet
In progress	Waiting for staff
Waiting for client	Staff replied
Resolved	Solved; the client may rate 1–5
Closed	Finished

A new ticket is assigned to an online staff member with the fewest open tickets. If nobody is online it waits in “Unassigned”. A resolved ticket without a client reply closes itself after a set number of days.

Ticket

• Conversation with the client and internal notes — the client does not see them.
• Linked order and its compact receipt on top.
• “Take”, “Release”; assigning to someone else — the owner or a role with “Assign tickets to others”.
• A reply goes back where the client wrote: website, Telegram or email.
• After resolution — client rating (CSAT).

Templates and AI suggestion

• Reply templates — ready answers to typical questions, the same for all operators.
• “Suggest reply” — AI reads the conversation, order status and knowledge base articles marked “for AI” and proposes a draft. The operator edits and sends it. The button shows if the server has a key (ANTHROPIC_API_KEY).

Knowledge base and FAQ

Articles in three languages with search for clients; questions by tabs on the home page. Limits in articles are taken from settings, so texts stay current.

Support settings

Queues and members, SLA times (first response, resolution), auto-reply, after how many days resolved tickets close.

Statistics

Statistics → Support: first response and resolution time, SLA breaches, average rating and share of satisfied clients (4–5).

Step by step — Answer a ticket.