Support settings: detection, categories, response times and automatic replies

Open Settings → Support (/app/settings/support). Everyone who works tickets can read it; only Owners and Admins can change it. Press Save support settings at the bottom when you are done.

Detection

1. Check incoming messages for support requests — on by default. Off: messages stay in the Inbox only, with no hints.
2. Create tickets automatically — Off: I make tickets myself (the default): a detected request shows a hint and Make support ticket in the Inbox. Only clear complaints on public comments and reviews: a complaint (or a 1- or 2-star review) on a comment, mention or review opens a ticket by itself; messages and e-mail do not. All detected support requests: every detected request opens one. Mail from your own team never does.
3. Use AI when the rules are not sure — on by default; each message sent to the AI counts as one AI use. Off: rules only.
4. Reference prefix — 2 to 8 letters or digits; references read PREFIX-2026-001234. New tickets use the new prefix.
5. Days a new message joins the same ticket — 7 by default.
6. Channels to watch — tick channels to watch only those; leave all unticked to watch every connected channel.

Categories

The topics tickets are filed under, and the ones automatic sorting picks from. A new workspace starts with the set that fits its kind of business, judged from its industry, its bot request and its names:

• Shops and online stores — Billing and payments, Delivery, Product, Service and staff, Account and login, App and website, Bookings, Other.
• Clinics, dental practices, salons and spas — Treatment and care, Bookings, Billing and payments, Insurance, Service and staff, Other.
• Agencies, travel, schools and other services — Bookings, Billing and payments, Service and staff, Account and login, App and website, Other.

To switch to another set:

1. Under Start from a ready set, pick the set.
2. Press Use this set. The list below changes.
3. Press Save support settings. Nothing changes until you save.

You can also rename any category (type over its name) or press Add a category. Other always stays. Automatic sorting only files a ticket under a category in your list: a clinic's complaint about a filling is filed under Treatment and care, not Billing and payments.

Response times (SLA)

For each priority, the hours to the first reply (First reply, Urgent (hours) …) and to the resolution (Resolve, Urgent (hours) …). The defaults are 1, 4, 24 and 72 hours to the first reply. Use 0.5 for 30 minutes.

Under Business hours, write each day as 09:00-17:00 (several spans separated by commas) and leave closed days empty; the response times then count only those hours.

Automatic acknowledgement

• Send automatic acknowledgements switches all of them on or off.
• The table switches Messages and Comments and reviews per channel. Google reviews are off by default, because a review has only one reply.
• Choose Language of the texts below, then write Reply to a message, Public reply under a comment (at most 280 characters) and Private reply to the person who commented. Leave a box empty to use the built-in text in that language.
• In a reply to a message and a private reply you can use {reference}, {sla} and {business}. A public reply can use only {business}; phone numbers, e-mail addresses and long numbers are removed from it.

Follow-up

• Close tickets waiting on the customer after (days) — 5 by default; 0 = never.
• Ask for a satisfaction score after a ticket is resolved — on by default.

Escalation rules

Each rule has When (A new ticket or The first-reply time is broken, and any of sentiment, urgency, kind of message and channel) and Then (Raise priority to …, Assign to …, Tell Owners and Admins). Press Add a rule or Remove. The first matching rule applies.

Your own words

Press Add words, type words separated by commas (a product name, "warranty"), and choose the kind, the category and the priority they mean. They decide before the built-in rules.

Who can close tickets

Tick Admin, Editor and Agent to let those roles mark tickets Resolved and Closed. Owner always can.