Features

Ticketing

Multi-channel ticket creation:

• Email (IMAP or Mailgun webhooks)
• Web portal
• Customer portal
• API
• AI Chatbot

Ticket management:

• Status workflow (created → assigned → in_progress → hold → closed)
• Priority levels (low, medium, high, urgent)
• Department routing
• Agent assignment
• File attachments
• Internal notes
• Watchers

SLA Management

• Define SLA policies with response/resolution targets
• Priority-based targets
• Business hours vs calendar hours
• Escalation rules
• Holiday calendar support

Knowledge Base

• Hierarchical categories
• Rich text articles
• AI-powered semantic search (requires Gemini API)
• Public/private articles

Email Integration

Fetch emails and create tickets automatically:

• Gmail - OAuth2
• Outlook/Exchange - OAuth2
• Any IMAP - IMAP/SMTP config
• Mailgun - Inbound webhooks

Customer Portal

Self-service for customers:

• View their tickets
• Create new tickets
• Passwordless login (email code)

AI Chatbot

Gemini-powered chatbot:

• Answer from knowledge base
• Create tickets from chat
• Requires GEMINI_API_KEY

Real-time Notifications

WebSocket-based:

• New ticket alerts
• Assignment notifications
• SLA breach warnings