ServiFlow • Support Platform
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Dashboard
ServiFlow – role-based workspace
admin
—
Master Admin Dashboard
System-wide management & tenant oversight
Total Tenants
0
Active Tenants
0
System Health
100%
Recent Tenant Activity
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Admin Dashboard
Health & governance at a glance
Quick Admin
Common tasks
Open Tickets
0
SLA at Risk
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CMDB Items
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Resolved Today
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AI
AI Insights & Trends
Powered by Claude AI - analyzing ticket patterns
Analyzing ticket patterns...
Active Trends
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0 tickets affected
Critical Tickets
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Warning Tickets
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Tickets Analyzed
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View all tickets
Click "Refresh" to analyze recent tickets and detect trends
Issue Categories
Customer Satisfaction Feedback
Average Rating
-
Total Feedback
0
Rating Distribution
5⭐0
4⭐0
3⭐0
2⭐0
1⭐0
Recent Feedback
| Ticket | Rating | Resolved By | Comment | Date |
|---|
Expert Dashboard
Your queue & SLA focus
My open
0
Due today
0
SLA at risk
0
My tickets
| ID | Title | Date/Time | Status | SLA |
|---|
Quick actionsWork faster
Customer Dashboard
Your estate & requests
Open requests
0
CMDB items
0
Configurable items
0
Recently updated CIs
| CMDB Item | CI Name | Model | Location | Lifecycle |
|---|
Quick actionsSelf-service
My Profile
Personal Information
Account Information
Tenant Management
Registered Tenants
| Company Name | Tenant ID | Status | Created | Actions |
|---|---|---|---|---|
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Create New Tenant
Edit Tenant
Subscription Management
Total Revenue
$0
Active Subscriptions
0
Trial Conversions
0%
All Subscriptions
| Tenant | Plan | Status | Price | Next Billing | Users | Usage | Actions |
|---|---|---|---|---|---|---|---|
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Create New Subscription
Billing Management
Monthly Recurring Revenue
$0
Pending Payments
$0
Churn Rate
0%
Average Revenue Per User
$0
Recent Transactions
| Date | Tenant | Description | Amount | Status | Invoice |
|---|---|---|---|---|---|
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Plan Management
Total Plans
3
Active Plans
3
Most Popular
Starter
Subscription Plans
| Plan Name | Price | Users | Tickets | Storage | Features | Status | Actions |
|---|---|---|---|---|---|---|---|
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Create New Plan
Email Processing
Email Processing Settings
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📧 Email Processing Not Configured
To enable real email processing, you need to configure IMAP credentials:
- Create a
.envfile in your project root - Add your IMAP settings (see
EMAIL_SETUP.mdfor details) - Restart the server
Example configuration:
IMAP_HOST=imap.gmail.com IMAP_PORT=993 IMAP_USER=your-support-email@gmail.com IMAP_PASSWORD=your-app-password IMAP_REJECT_UNAUTHORIZED=false
Test Email Processing
Tenant Email Settings
| Tenant | Domain | Email Processing | Actions |
|---|---|---|---|
| Loading tenant email settings... | |||
Plans & Upgrades
Your Current Plan
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Available Plans
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Upgrade Plan
Billing & Invoices
Current Plan
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Next Billing Date
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Monthly Cost
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Payment Method
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Invoice History
| Invoice # | Date | Amount | Status | Actions |
|---|---|---|---|---|
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Analytics Dashboard
Total Tickets
0
Open Tickets
0
Resolved Today
0
Avg Response Time
0h
Ticket Status Distribution
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Priority Breakdown
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Recent Activity
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🤖 AI Insights Dashboard
Tickets Analyzed
0
Total processed
Avg Confidence
--
AI accuracy score
Processing Speed
--
Average time per ticket
AI CMDB Suggestions
0
Pending review →
🚨 Active Insights & Alerts
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😊 Sentiment Distribution
📁 Top Categories
🔍 Root Cause Analysis
⚙️ Ticket Processing Rules
Total Rules
0
Enabled Rules
0
Executions (24h)
0
Rules
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Create Rule
Tickets
Filters & Search
Showing 0 tickets
0 selected
| ID ⇅ | Title ⇅ | Date/Time | Priority ⇅ | Status ⇅ | Assignee | Customer | SLA ⇅ |
|---|
Ticket
AI
AI Assistant
Analyzing ticket...
Analysis
Suggested Actions
Draft Response
Recommended Next Steps
Warnings
Title
Description
Priority
Status
Assignee
Due
Customer
Linked Item
Linked CI
SLA
—
Activity
Related CMDB Items
0
AI Suggested Matches
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📦
No CMDB items linked to this ticket
Use "AI Match CMDB" to find related infrastructure
| Asset Name | Category | Customer | Matched By |
|---|
Linked Configuration Items
| Field Name | Value | Parent Asset |
|---|
🤖 AI Suggested CMDB Matches
0
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✨
No AI suggestions for this ticket
Click "Re-analyze" to search for CMDB matches
📚 Suggested KB Articles
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Click "Find Articles" to search for relevant knowledge
Link CMDB Item to Ticket
Search CMDB Items
Enter search terms to find CMDB items
Manage Experts
| Real Name | Username | Location | Open Tickets | Last Login | Actions |
|---|
| Name | Invited | Expires | Status | Actions |
|---|
| Name | Username | Actions |
|---|
Expert Details
Account Info
Expert Type:
Username:
Account Status:
Email Updates:
Reference Code:
Open Tickets:
Account Statistics
Created By:
Updated By:
Created:
Updated:
Last Login:
System Settings
Time Zone:
Support Language:
Interface Language:
Security Level:
Ticket Permissions
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User Details
First Name:
Middle Name:
Last Name:
Screen Name:
Street Address:
City:
State/Province:
Postal Code:
Country:
Contact Number:
Location:
Department:
Email:
Manage Customers
Filters
Showing 0 customers
| Name ⇅ | Company | Role | # Tickets ⇅ | SLA | 📧 | Actions |
|---|
Add Customer
Add Customer Company
Manage Companies
View, edit, and delete customer companies. Companies with active team members cannot be deleted.
| Company Name | Domain | SLA Level | Team Members | Actions |
|---|---|---|---|---|
| Loading... | ||||
Manage Ticket Permissions
Configure which tickets this expert can view and self-assign.
Current Permissions
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Add New Permission
Expert will see tickets containing this text in the title
CMDB Items
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| Customer | Asset Name ▲ | Category | Brand/Model | CIs | Tickets |
|---|
CMDB Item:
Customer
Category
Brand
Model
Location
CMDB ID
Configuration Items (0)
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Manage CMDB Types
CMDB Item Types
| Name | Description | CI Types | Status | Actions |
|---|
CI Types for:
| Name | Description | Status | Actions |
|---|
CMDB Management
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| Asset Name | Category | Brand/Model | Customer | Location | CIs | Tickets |
Status | Actions |
|---|
📦
No CMDB items found
Use Import CSV or Add CMDB Item to get started
Usage & Limits
Users
0
of 0 allowed
Tickets
0
of 0 allowed
Storage
0
of 0 GB allowed
Usage Alerts
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Test Usage Limits
Click buttons to test usage limit enforcement
Admin Settings Wizard
Company Profile
Email Ingest Rules
How it works: Emails from customer domains in your system will automatically create tickets.
If the sender email exists, a ticket is created for that customer. If the sender is new but their domain matches
an existing customer domain, a new customer account is created and a ticket is generated. Confirmation emails with
ticket links are sent automatically.
Expert Registration via Email
How it works: Staff members can self-register as experts by sending an email with subject
Register_Expert to your support inbox.
Their email domain must match the Tenant Domain below. A welcome email with login credentials will be sent automatically.
Only emails from this domain can register as experts. Example: if set to
apoyar.eu,
then john@apoyar.eu can register but john@gmail.com cannot.
Test Email Processing
Manually trigger email processing to check for new emails immediately (normally runs every 5 minutes)
Support Settings
When enabled, customers must accept or reject ticket resolutions via email.
If accepted, they'll be asked to provide a CSAT rating. If rejected, the ticket
will be reopened and the support team notified.
Future settings: SLA configuration, ticket categories, user roles…
Raw Variables
Developer Mode: View and edit all system configuration variables. Changes take effect immediately.
Use caution when modifying system variables.
Tenant Settings
Custom variables (editable, deletable)| Key | Value | Actions |
|---|
Email Ingest
System settings (editable)| Key | Value | Actions |
|---|
Company Profile
System settings (editable)| Key | Value | Actions |
|---|
Environment
Read-only (server configuration)| Key | Value | Actions |
|---|
Edit Variable
Add Variable
Must start with letter, only letters, numbers, underscores, dots allowed
Import Variables from JSON
Warning: This will update existing variables and create new ones. Environment variables cannot be modified.
Invite Expert
Send an invitation email to a new expert. They will receive a link to set their password and join the team.
Import Experts
Upload a CSV file to invite multiple experts at once.
Format: email, first_name, last_name, salutation (optional)
Format: email, first_name, last_name, salutation (optional)
| First Name | Last Name | Salutation |
|---|
Import Results
| Status | Message |
|---|
Raise a Request
Optional fields can be blank — the assistant will help fill them.
Tips
- Link a CMDB Item & CI for faster triage.
- Use Priority if impact is high or widespread.
- Attachments help experts diagnose issues.
System Control
⚠️
Testing Kill Switches
These controls disable system functionality for testing purposes. Use with caution in production.
Email Controls
Send Updates to Experts
Enable/disable email notifications to experts (ticket assignments, updates)
Send Updates to Customers
Enable/disable email notifications to customers (ticket status updates, responses)
Process Emails
Enable/disable inbound email processing (automatic ticket creation)
System Status
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Last Updated: —
Recent Setting Changes
| Setting | Old Value | New Value | Changed By | Time |
|---|---|---|---|---|
| No recent changes | ||||
📚 Knowledge Base
Total Articles
0
Published
0
Drafts
0
Merge Suggestions
0
| Title | Category | Status | Views | Helpful | Updated | Actions |
|---|---|---|---|---|---|---|
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Status
Content *
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Article
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ServiFlow Assistant
Complete Action
What did you do?
New assignee
Bulk Action
Assign to Expert *
Action Note (applies to all selected tickets) *
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Add Expert
Account Info
Username *
Email *
Password *
Role *
Status
Rating
Reference Code
User Details
Full Name
First Name
Middle Name
Last Name
Screen Name
Phone
Department
Location
Address
Street Address
City
State/Province
Postcode
Country
System Settings
Time Zone
Support Language
Interface Language
Security Level
Add CMDB Item
Asset Name *
Asset Category *
Category Field Value
Status
Brand Name
Model Name
Customer Name
Employee Of
Asset Location
Comment
CMDB Item Details
Import CMDB Items from CSV