Alpha Support
Built-in helpdesk for managing customer support tickets with threaded conversations, status tracking, and public submission
Support Module
The Support module provides a complete helpdesk system integrated into Alpha. Customers can submit tickets through a public form or the client portal, and your team manages them through a unified inbox with threaded conversations and status tracking.
Ticket Lifecycle
Every ticket follows a defined status flow from submission through resolution.
stateDiagram-v2
[*] --> PENDING_VERIFICATION: Customer submits ticket
PENDING_VERIFICATION --> OPEN: Email verified
OPEN --> IN_PROGRESS: Operator picks up
IN_PROGRESS --> WAITING_ON_CLIENT: Needs client input
WAITING_ON_CLIENT --> IN_PROGRESS: Client responds
IN_PROGRESS --> RESOLVED: Issue fixed
RESOLVED --> CLOSED: Auto-close or manual
RESOLVED --> IN_PROGRESS: Client reopens
CLOSED --> [*]Features
| Feature | Description |
|---|---|
| Ticket Management | View, filter, and manage all support tickets from a single overview |
| Threaded Conversations | Back-and-forth messaging between clients and operators within each ticket |
| Status Tracking | Six-stage lifecycle from submission to closure |
| Public Submission | Customers can submit tickets without needing an account |
| Categories | Organize tickets by configurable categories |
| Assignment | Assign tickets to team members manually or via auto-assignment rules |
Ticket Statuses
| Status | Description |
|---|---|
PENDING_VERIFICATION | Ticket submitted, awaiting email verification |
OPEN | Verified and awaiting operator attention |
IN_PROGRESS | An operator is actively working on the ticket |
WAITING_ON_CLIENT | Operator has responded and needs information from the client |
RESOLVED | The issue has been resolved |
CLOSED | Ticket is closed and archived |