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ServiFlow • Support Platform
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Dashboard
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
0
CMDB Items
0
Resolved Today
0
AI
AI Insights & Trends
Powered by Claude AI - analyzing ticket patterns
0 critical
·
0 warnings
·
0 trends
Analyzing ticket patterns...
Active Trends
0
0 tickets affected
Critical Tickets
0
Click to view
Warning Tickets
0
Click to view
Tickets Analyzed
0
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
💬
1 customer waiting for live chat
0 open
0 due today
0 SLA risk
Ctrl+K search
AI-ranked tickets available for claim
0 selected
| Score ⇅ | ID ⇅ | Title ⇅ | SLA ⇅ | Action |
|---|
Page 1 of 1
📭
No tickets in pool
Try clearing filters or check back later
| ID ⇅ | Title ⇅ | Status ⇅ | SLA ⇅ |
|---|
Queue clear — no tickets assigned.
| ID | Title | Tier | SLA | Priority | Source |
|---|
Queue clear — no tickets assigned.
Ticket Peek
Details
Description
Recent Activity
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Related Tickets
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AI Insights
Analyzing your queue...
🖥️ Recent Assets
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💬 Live Chat 0
No chat sessions
Chat
AI Triage
▼
0
0
📋 My Requests
View all →
📊 Requests by Category
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My Profile
C
Your organisation
Personal Information
Email Preferences
Your company administrator has disabled email notifications for team members. Contact your admin to enable them.
Account Information
Platform Usage & AI
Consumption across every active tenant this month, against each tenant's plan.
Tenants
—
Tickets this month
—
all tenants
Storage
—
all tenant databases
AI tokens this month
—
AI model in use
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Per tenant
| Tenant | Plan | Users | Tickets this month | Storage | AI calls | AI tokens | Share of AI |
|---|---|---|---|---|---|---|---|
| Loading… | |||||||
Percentages are utilisation of the tenant's plan limit; ∞ = unlimited on that plan.
AI tokens — last 6 months, all tenants
| Month | AI calls | Failed | Input tokens | Output tokens | Total | Est. cost |
|---|---|---|---|---|---|---|
| — | ||||||
Tenant Management
Registered Tenants
| Company Name | Tenant ID | Status | Plan | Subscription | Created | Actions |
|---|---|---|---|---|---|---|
| Loading tenants... | ||||||
Create New Tenant
Edit Tenant
Deactivate Tenant
Are you sure you want to deactivate ()?
The tenant will be deactivated but all data is preserved. You can restore it later.
PERMANENT DELETION
This will permanently destroy ALL data for . This cannot be undone.
Type to confirm:
Manage Subscription
Tenant Name
Current billable technicians
Current billable clients
Current Subscription
No subscription
Manual Override (sales-negotiated discount)
While active, this tenant's self-service plan changes are blocked - they'll be told to contact their account manager.
Managed Service Fee (recurring add-on)
Subscription Management
Total Revenue
$0
Active Subscriptions
0
Trial Conversions
0%
All Subscriptions
| Tenant | Plan | Status | Rate | Techs | Recurring Total | Next Billing | Actions |
|---|---|---|---|---|---|---|---|
| Loading subscriptions... | |||||||
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 |
|---|---|---|---|---|---|
| Loading transactions... | |||||
Plan Management
Total Plans
3
Active Plans
3
Most Popular
Starter
Subscription Plans
Plans are displayed on the marketing pricing page. Changes here update the marketing site immediately.
| Order | Plan | Slug | Pricing | Features | Tenants | Status | Actions |
|---|---|---|---|---|---|---|---|
| Loading plans... | |||||||
Feature Catalog
The full list of feature keys a plan can include. Retiring a feature hides it from new plan assignment without deleting anything already referencing it.
| Key | Name | Marketing Name | Category | On Marketing Site | Status | Actions |
|---|---|---|---|---|---|---|
| Loading... | ||||||
Lowercase, dot-separated. Cannot be changed after creation.
Create New Plan
Basic Information
Used in URLs and API. Cannot be changed easily.
Pricing (USD)
Flat fee covering the first "Base Clients Included" clients
Typically 10x monthly (2 months free)
Clients covered by the monthly/yearly price above
Charged per client beyond the included count
Feature Limits (-1 = unlimited)
Included Features
Select features included in this plan. These control feature gating in the app.
Loading features...
Display Settings
Lower = first on pricing page
Release Notes
Shown to tenant admins/experts from their account menu as "What's New". Write in plain, tenant-facing language.
| Date | Category | Title | Status | Actions |
|---|---|---|---|---|
| Loading... | ||||
Partners
Partners log in at /partner-portal.html to view plans, referred tenants, and commissions.
| Company | Contact | Application | Referral Code | Commission % | Discount % | Referred Tenants | Active | Actions |
|---|---|---|---|---|---|---|---|---|
| Loading... | ||||||||
Website:
Description:
Rejection reason:
Messages
Partners have no password — they sign in with a magic link sent to this email.
Partner Commissions
Billing a partner emails a formatted bill to Xero's bill-capture inbox for review — nothing here pays anyone automatically.
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Partner Resources
Visible to approved partners only, from their Partner Portal "Resources" tab.
| Title | Description | URL | Order | Status | Actions |
|---|---|---|---|---|---|
| Loading... | |||||
Currency Management
Total Currencies
0
Active Currencies
0
Base Currency
USD
Currency Exchange Rates
Prices are auto-converted from base currency (USD). Set exchange rates and rounding rules for regional pricing.
| Order | Code | Currency | Symbol | Exchange Rate | Round To | Status | Actions |
|---|---|---|---|---|---|---|---|
| Loading currencies... | |||||||
Regional Pricing
Set prices for each currency. Select a plan, calculate suggested prices, review/edit, then commit to save.
Workflow: Review the suggested prices below. Edit any values as needed, then click "Commit All Prices" to save.
| Currency | Rate | Suggested Monthly | Final Monthly | Final Yearly | Final Per User | Status |
|---|
System Overview
Total Tenants
0
Active Tenants
0
Master Users
0
Audit Entries
0
Recent System Activity
| Action | User | Details | IP Address | Time |
|---|---|---|---|---|
| Loading activity... | ||||
Email Processing
Email Processing Settings
Loading email settings...
📧 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... | |||
Organisation
0 teams
| Team | Leader | Members | Status | Actions |
|---|---|---|---|---|
| Loading... | ||||
0 people
| Name | Team | Job Title | Status | Last Login | Actions | |
|---|---|---|---|---|---|---|
| Loading... | ||||||
Add Team
Add Team Member
Password Reset
A temporary password has been generated. Share it securely with the user — they will be required to change it on next login.
—
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 |
|---|---|---|---|---|
| Loading invoices... | ||||
My Company
Company Information
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-
-
-
Default SLA
0
Users in Your Company
Contact your company admin if you need user changes
| Name | Role | Status | |
|---|---|---|---|
| Loading users... | |||
Company Admin
Total Users
0
Active Users
0
Disabled Users
0
Manage Company Users
| Name | Job Title | Role | Status | Last Login | Actions | |
|---|---|---|---|---|---|---|
| Loading users... | ||||||
Monthly Reports
Generate Report
Report History
| Period | Tickets | SLA % | Status | Date |
|---|---|---|---|---|
| Loading... | ||||
Invite New User
Operations Console
Platform Status
—
Open Tickets
0
SLA Breaches
0
Unassigned
0
Expert Availability
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Ticket Health
Open
0
In Progress
0
Waiting
0
Resolved Today
0
SLA Compliance—
Avg Resolution—
Email Health
Inbound Processing—
Outbound (Tenant)—
Platform Email (Resend)—
Auth Health
Magic Link Requests (1h)0
Magic Link Failures (1h)0
Failure Rate0%
Operations Feed
No active alerts
Work Inbox
Waiting
0
Critical
0
Tickets
0
Alerts & prompts
0
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Analytics Dashboard
Total Tickets
0
Open Tickets
0
Resolved Today
0
Avg Response Time
0h
Ticket Status Distribution
Loading chart...
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
🚀 Setup Assistant
Company Profile
Describe your company in a sentence or two, and we'll fill in the details below for you to review.
Support Email
Connect the mailbox tickets get created from.
Business Hours & SLA
Review the defaults we set up — adjust anything that doesn't match your team.
Categories & Priorities
Describe the kinds of issues your team handles, and we'll suggest categories mapped to your SLAs.
Invite Your Team
Add the experts who'll be working tickets alongside you.
⚙️ Automated Actions
Total Actions
0
Active Actions
0
Executions (24h)
0
Actions
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Create Automated Action
Tickets
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 Details
—
Classification
Work Type
Execution Mode
System Tags
Reason (optional)
Activity Timeline
▼ Hide
💬 Chat Transcript
▼ Show
Related CMDB Items
0
AI Suggested Matches
Analyzing ticket for CMDB matches...
Loading linked items...
📦
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
Analyzing ticket for CMDB matches...
✨
No AI suggestions for this ticket
Click "Re-analyze" to search for CMDB matches
📚 Suggested KB Articles
0
Searching for relevant articles...
📚
No KB articles suggested yet
Click "Find Articles" to search for relevant knowledge
🔎 Expert Context
0
Searching for related context...
🔎
Loading context...
Searching tickets, assets, KB articles, and incidents
Link CMDB Item to Ticket
Search CMDB Items
Enter search terms to find CMDB items
Manage Experts
Showing 0 experts
| Real Name ▲ | Status | Username | TZ | Open Tickets | Last Login |
|---|
| Name | Invited | Expires | Status | Actions |
|---|
| Name | Username | Actions |
|---|
Expert Details
Presence
Operational Status:
Availability:
Last Heartbeat:
Active Devices:
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
Loading permissions...
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
0 customers
| Name ⇅ | Company | Role | # Tickets ⇅ | SLA | 📧 |
|---|
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... | ||||
Company
0 teams
| Team | Leader | Members | Status | Actions |
|---|---|---|---|---|
| Loading... | ||||
0 members
| Name | Team | Status | 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
Send Prompt to Expert
System Admin Authentication
System Admin Tools contain sensitive configuration. Please re-enter your password to continue.
Asset Viewer
Exports all assets
| ID | Asset Name | Category | Brand | Model | Customer | Location | Status |
|---|
Asset Details
×
Select an asset to view details
CMDB Items
Showing 0 items
Loading CMDB items...
| Customer | Asset Name ▲ | Category | Brand/Model | CIs | Tickets |
|---|
CMDB Item:
Customer
Category
Brand
Model
Location
CMDB ID
Comment
Loading configuration items...
No configuration items for this asset
Loading custom fields...
No custom fields defined for this category
Go to Admin Settings → CMDB Custom Fields to define fields
Asset Dependencies & Connections
Loading relationships...
Outgoing Relationships (This asset...)
| Type | Related Asset | Category | Status | Actions |
|---|
No outgoing relationships
Incoming Relationships (Other assets...)
| Type | Related Asset | Category | Status | Actions |
|---|
No incoming relationships
🔗
No relationships defined
Click "Add Relationship" to link this asset to other CMDB items
Change History
Loading history...
📜
No change history
Asset Categories
| Name | Description | Status |
|---|
CMDB Management
Loading CMDB items...
| Asset Name | Category | Brand/Model | Customer | Location | CIs | Tickets |
Status |
|---|
📦
No CMDB items found
Use Import CSV or Add CMDB Item to get started
Usage & Limits
Users
—
Tickets this month
—
Storage
—
AI tokens this month
—
Usage Alerts
Loading usage data...
AI usage
Last 6 months
| Month | AI calls | Failed | Input tokens | Output tokens | Total |
|---|---|---|---|---|---|
| — | |||||
This month by feature
| Feature | Calls | Tokens |
|---|---|---|
| — | ||
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.
When enabled, ticket notifications and system emails will be sent from this mailbox
instead of the default system email.
When enabled, ticket notifications and system emails will be sent from this Microsoft 365 mailbox
instead of the default system email.
The shared mailbox or user mailbox to monitor for incoming tickets.
One-time setup required by your M365 admin:
- Create a mail-enabled security group in Exchange Admin and add the target mailbox
- Run in Exchange Online PowerShell:
New-ApplicationAccessPolicy -AppId "05c4ccac-2615-405f-af73-2ede3d344080" -PolicyScopeGroupId "YourGroupName" -AccessRight RestrictAccess - Save settings above, then click Test Connection to verify
System / Monitoring Senders
Purpose: Emails from these addresses will be treated as system/monitoring sources.
Tickets will be created under the "System" user instead of auto-creating customer accounts.
No system senders configured
Note: Built-in detection already handles common monitoring systems (Nagios, Zabbix, Datadog, etc.).
Use this list for exact sender addresses from your environment.
Company Email Notifications
Receive Email Updates: The company admin receives email notifications for company tickets.
Enable Team Member Updates: Individual team members receive email notifications for their own tickets.
Enable Team Member Updates: Individual team members receive email notifications for their own tickets.
| Company | Admin | Receive Email Updates | Enable Team Member Updates |
|---|---|---|---|
| Loading... | |||
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.
Bulk Ticket Processing
SLA Monitoring
Controls how often the system automatically checks for SLA breaches and generates notifications.
Minimum 60 seconds. Default 300 (5 minutes).
Bulk Operations
Controls batch processing for user-triggered bulk actions like running ticket rules.
These settings help prevent server overload when processing large numbers of tickets.
Minimum 3 seconds. Delay between processing each batch.
Maximum 10. Number of items to process per batch.
🔗 Integrations
Microsoft Teams
Manage tickets directly from Teams
Not Connected
Connected
⚠️ Requirements: Your Microsoft 365 tenant must allow custom Teams apps (sideloading).
This setting is managed by your IT administrator in the Teams Admin Center.
What we request: Only basic permissions to identify your organization (User.Read). We don't access your emails, files, or other data.
What we request: Only basic permissions to identify your organization (User.Read). We don't access your emails, files, or other data.
Features:
- Create tickets with
raise ticket: [description] - Check status with
status #123 - View your assigned tickets with
my tickets - Get AI-powered insights with
trends - Search CMDB items with
cmdb [search]
✓ Connected to: -
Connected on: -
Connected on: -
Email Domains:
Step 2: Install the bot in your Teams
Download the app package and install it in Microsoft Teams:
- Download the ServiFlow Teams app package
- In Teams, go to Apps → Manage your apps
- Click Upload an app → Upload a custom app
- Select the downloaded manifest.zip file
Slack
Manage tickets directly from Slack
Not Connected
Connected
Features:
- Create tickets with
/ticket create [description] - Check status with
/ticket status #123 - View your assigned tickets with
/ticket list - Switch modes with
/ticket mode - Get help with
/ticket help
✓ Connected to: -
Connected on: -
Connected on: -
Email Domains:
SMS (Twilio)
Manage tickets via text message
Not Connected
Connected
Features:
- Create tickets: text
new: [description] - View ticket: text
#123 - List tickets: text
my tickets - Switch modes: text
mode expertormode customer - Get help: text
help
Connect your Twilio number:
Connected: -
Connected on: -
Connected on: -
Test SMS:
More integrations coming soon: Email to Ticket, Webhooks...
⏱️ SLA Management
Business Hours Profiles
Define working hours for SLA calculations
| Name | Timezone | Hours | Days | Actions |
|---|---|---|---|---|
| Loading... | ||||
SLA Definitions
Define response and resolution targets
| Name | Response | Resolution | Business Hours | Actions |
|---|---|---|---|---|
| Loading... | ||||
Category SLA Mappings
Assign SLAs to ticket categories
| Category | SLA Definition | Status | Actions |
|---|---|---|---|
| Loading... | |||
🗃️ CMDB Custom Fields
Define custom fields for each asset category. These fields will appear when viewing or editing CMDB items.
Loading custom fields...
| Category | Field Name | Label | Type | Required | Order | Actions |
|---|
📝
No custom fields defined yet
Click "Add Field" to create custom fields for your CMDB categories
💳 Billing & Subscription
📋
Loading...
-
Active
⏳ Trial Period
Your trial ends in -
Current Plan
-
Billing Cycle
-
Next Invoice
-
Amount
-
Available Plans
Compare and upgrade your subscription
Loading plans...
Payment Methods
Manage your saved cards
No payment methods saved
Add Payment Method
Invoice History
View and download past invoices
| Date | Description | Amount | Status | Invoice |
|---|---|---|---|---|
| No invoices yet | ||||
🤖 AI Autonomy
Let the AI act on its own
When on, suggestion types set to Act & notify or Act silently below run without waiting for approval. Every automatic action can be undone for 24 hours. Closing tickets, replying to customers, billing and deletions are never automatic.
What the AI may do, per suggestion type
Limited by your plan (—). Changes apply to new suggestions. Types marked Coming soon aren't created by the AI yet.
| Suggestion type | Mode |
|---|---|
| Loading… | |
Safety limits
AI usage controls
Choose which AI features run and which model each uses. Anything switched off, over budget or skipped is handled by rule-based triage instead. Changes apply within a minute.
| Feature | On | Model level |
|---|---|---|
| Loading… | ||
Usage review
Loading…
Recent changes
—
AI Activity
Loading…
Last 30 days
| When | Ticket | What the AI did | Mode | Result |
|---|---|---|---|---|
| Loading… | ||||
Data Retention & Housekeeping
Plan: —
Log retention: — days
Closed ticket retention: — days
Last Run Results
| Table | Rows Pruned |
|---|
💬 Live Chat - Canned Responses
Loading...
Add Canned Response
📊 Monthly Reports
Auto-Send Configuration
📌 Jira Connection
One-time connection to your Jira site, shared by every Jira feature below.
💰 Xero Billing Integration
When connected, each per-customer monthly report will include a Billing Summary drawn from invoices/payments in your Xero organisation. Map a Xero Contact to each Customer Company to enable this.
Not connected.
✓ Connected to
Last refreshed: —
Per-Customer Report Settings
Each customer company's monthly report is sent automatically to its Default Recipient, plus any Extra Recipients below. It includes a Billing Summary if mapped to a Xero Contact, and a Development section if mapped to a Jira Project Key.
Loading…
Extra Report Recipients
Select from this company's team members, and/or add other email addresses below.
Loading…
Generate Report
📈 Business Unit Performance Report
StandaloneCombines a tenant-managed staffing roster, Jira time logged in the period, and Xero invoice line items to produce per-staff utilisation. Requires the Jira Connection above (Server URL + Access Token) and a Xero contact mapping.
Staffing roster
| Name | Role | Rate (€/mo) | Alloc % | Jira Display Name | Invoice Alias | Active | Include | |
|---|---|---|---|---|---|---|---|---|
| Loading… | ||||||||
Jira assignees this period
uses Month/Year below
| Name | Tickets | Hours Logged | In roster? | |
|---|---|---|---|---|
| Click "Load" to fetch from Jira. | ||||
Period summary (rolling trend)
capacity from invoices
(uses Month/Year above)
Report History
| Period | Company | Tickets | SLA % | Recipients | Status | Sent |
|---|---|---|---|---|---|---|
| Loading... | ||||||
Raw Variables
Developer
⚠️
Changes apply immediately. Incorrect values may break email, SLA, or notification features.
⚙️
Tenant Settings
Custom key-value pairs
| Key | Value | Actions |
|---|
✉️
Email — IMAP Ingest
IMAP/POP3 polling & credentials
| Key | Value | Actions |
|---|
☁️
Email — Microsoft 365
Graph API, OAuth2 & delta sync
| Key | Value | Actions |
|---|
📤
Email — Outbound / SMTP
Notification delivery settings
| Key | Value | Actions |
|---|
🏢
Company Profile
Identity & branding
| Key | Value | Actions |
|---|
⚑
Feature Flags
Enabled features & overrides
| Key | Value | Actions |
|---|
⏱
SLA & Business Hours
SLA definitions & schedules
| Key | Value | Actions |
|---|
⚙
Automation & Chat
Ticket rules & canned responses
| Key | Value | Actions |
|---|
🏢
Customer Companies
SLA levels & notification settings
| Key | Value | Actions |
|---|
💻
CMDB Configuration
Asset categories & custom fields
| Key | Value | Actions |
|---|
🔔
Users & Notifications
Admin & expert email preferences
| Key | Value | Actions |
|---|
🔒
Environment
Read-only server config
| 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.
Audit Log
Loading audit log...
| Timestamp | User | Action | Entity | Details |
|---|
📋
No audit log entries found
Notifications
0 selected
Loading notifications...
| Time ↓ | Severity | Type | Message | Ticket | Delivered |
|---|
🔔
No notifications found
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)
Process SLA Notifications
Enable/disable SLA breach checking and notifications
System Status
Loading system status...
Last Updated: —
Recent Setting Changes
| Setting | Old Value | New Value | Changed By | Time |
|---|---|---|---|---|
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Knowledge Base
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