Customer Support
Customer support that runs on the customer record
A support ticketing system inside your CRM: every ticket on the same record as the deal and order, with SLA targets and automated escalation, macros, support automations, and an insights dashboard — so support answers with full context.
Every ticket on the record
Tickets aren't stranded in a separate help desk — they sit on the customer record, so the agent sees the deals, orders and invoices behind the conversation.
SLAs that escalate themselves
Set first-response and resolution targets per priority, pause the clock while you wait on the customer, and let automations escalate the moment a timer elapses.
Triage on autopilot
Support automations read a ticket and act — auto-assign, auto-reply, tag, set status — while macros give your team fast, consistent answers.
How it works
Every part, explained.
A ticket arrives
From an inbound support email (replies thread automatically), your web form, or an agent creating it — landing on the right customer record.
It lands on the record
The ticket links to the contact and company, so the agent opens it already seeing the relationship — deals, orders, invoices, history.
The SLA clock starts
First-response and resolution targets apply by priority; the clock can pause while you're waiting on the customer.
Automations triage it
Rules auto-assign to the right agent, auto-reply, tag, or set status — and escalate automatically if a timer elapses.
The agent answers
Using macros for consistency and the internal knowledge base for the right answer — with public replies and private internal notes on one timeline.
Resolve, merge, learn
Merge duplicate tickets into one conversation, solve it, and watch first-response and resolution times in the insights dashboard.
Deep dive
Everything that's in the box.
Tickets
Statuses (new / open / pending / on-hold / solved / closed), priorities, assignment, TK-#### codes, and a contact & company link.
Conversation, notes & files
Public replies, private internal notes, and system events on one timeline, with file attachments on the ticket.
SLA targets + escalation
First-response and resolution targets per priority, pause/resume the clock, and automated escalation when a timer elapses.
Support automations
A condition engine over subject, body, tags, priority and channel, running six server-side actions — assign, reply, tag, set status, internal note.
Macros
Save your best replies and apply them in a click — consistent answers without retyping the same thing every day.
Ticket merge
Combine duplicate tickets from the same customer into a single conversation, preserving every thread and the history.
Saved views & insights
Per-agent inbox filters, plus a support insights dashboard with first-response time, resolution time, and an agent leaderboard.
On the customer 360°
Every ticket surfaces on the contact and company record, so support is part of the relationship — not a separate tool.
KudosCRM vs. the old way
A different league.
Keep exploring
Related features.
Works with your integrations
Connect the tools that power this in KudosCRM.
FAQ
Frequently asked
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