Support / Tickets
The Support / Tickets module is a built-in helpdesk: clients open tickets to our team and support replies keeping a per-thread conversation, with mentions, attachments, time tracking and billing authorization.
Where to find it
Section titled “Where to find it”In the sidebar, Support. There the client sees their tickets; agents also see the Support inbox (all tickets, across all clients).
For the client
Section titled “For the client”Open a ticket
Section titled “Open a ticket”- In Support, click New ticket.
- Fill in the subject, priority (low / normal / high / urgent), a description and, optionally, the related workflow.
- Create ticket. A readable reference is generated (e.g.
INC-2026-000123) and the team is notified.
From a workflow: in a workflow’s editor, File menu → Report incident. The create dialog opens with that workflow already linked — ideal for reporting a specific flow problem.
The conversation thread
Section titled “The conversation thread”Each ticket is a chat-style conversation. In the reply box you can:
- Reply in text.
- @Mention users of your organization or support agents in the thread.
- Reference a workflow (it appears as a chip that opens the editor).
- Attach screenshots, JSON or text (with the attach button or by pasting a screenshot directly). Max 8 MB per file.
Attachments and referenced workflows appear as chips inside the message.
Notifications
Section titled “Notifications”The bell at the top right shows your notifications (mentions, replies, status changes). Everything also arrives by email and, if you have the thread open, live.
Billing authorization
Section titled “Billing authorization”If the ticket’s work is billable, support may request your authorization. When that happens, you’ll see a notice in the thread with Authorize / Reject, and your purchased hours balance (if you have a pack). Everything is recorded.
Close / reopen
Section titled “Close / reopen”You can close your ticket once it’s resolved, or reopen it if the problem comes back.
For the support team
Section titled “For the support team”Support inbox
Section titled “Support inbox”The Support inbox shows tickets from all clients (cross-tenant). It includes:
- Filters by status, priority and search by subject/reference.
- The client name and an unassigned indicator.
- A metrics bar: open, unassigned, waiting on support, average first-response time and resolved in the last 7 days.
- An SLA chip (⏱ X ago) on tickets waiting for a reply.
Managing a ticket
Section titled “Managing a ticket”- Assign the ticket to yourself (or leave it unassigned for the team).
- Change the status (open, in progress, waiting client, waiting support, resolved, closed).
- Reply. You can mark the reply as an internal note (only support sees it, never the client).
Canned responses
Section titled “Canned responses”With the Responses button you insert frequent reply templates. From Manage responses you create/delete your own; you can make them shared (the whole team) or private.
Work time
Section titled “Work time”With Log time you record the time spent on the ticket:
- Billable time is logged in multiples of 30 minutes (minimum 30).
- Non-billable time accepts any value.
The Billing panel shows the billable / non-billable totals and the client’s hours-pack balance.
Authorization and hours packs
Section titled “Authorization and hours packs”- If the client has no balance, use Request authorization to ask them to approve billing the work. The client authorizes or rejects (recorded).
- If the client has an hours pack with balance, the billable time is covered automatically.
- Support can grant hours packs to a client manually.
Ticket statuses
Section titled “Ticket statuses”| Status | Meaning |
|---|---|
| Open | Just created, not taken. |
| In progress | Support is working on it. |
| Waiting client | Support replied; waiting for the client. |
| Waiting support | The client replied; waiting for support. |
| Resolved | Solved (can be reopened). |
| Closed | Finished. |
The status advances automatically on reply: if support replies it becomes waiting client; if the client replies, waiting support.
Architecture (SaaS and on-premise)
Section titled “Architecture (SaaS and on-premise)”Tickets live on a Floogos central server, the same one that manages licenses. That way our team sees the tickets of all clients in one place:
- SaaS clients: they use Floogos on our servers; everything is direct.
- On-premise clients: their installation delegates support operations to the central server securely (authenticated with their license). The user notices no difference: they use the same Support section of their installation.