Support Module

Every question heard. Every ticket accounted for.

Give customers a place to ask for help and give your team a clear queue to work through. Route tickets by department, assign an owner, and keep replies and internal notes with the issue.

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Customer ticket portal
Departments & assignment
Live replies & internal notes

Support

Illustrative preview · Customer tickets and staff replies

Built for teams using Support

A clear path from question to resolution.

Keep the customer conversation visible while giving staff the context they need to help.

A customer help portal

Let customers open tickets, view their own conversations, reply, and close a ticket from the frontend.

Department queues

Organize tickets by department and manage the staff associated with each area of support.

A named ticket owner

Assign tickets to staff members so the queue shows who is responsible for following up.

Priority and status

Set priorities and update ticket status as the issue progresses, keeping the queue organized around what needs attention.

Real-time conversations

Receive ticket replies and typing activity through live updates rather than repeatedly refreshing the page.

Internal staff notes

Add an internal note to the ticket without including it in the customer's conversation.

The day-to-day workflow

Keep the next reply from getting lost.

A single ticket holds the request, its owner, and the conversation that resolves it.

01
Receive the request
The customer opens a ticket and shares the question through their support portal.
02
Route and respond
Choose the department, set priority, assign staff, and work the issue through replies and notes.
03
Resolve and retain
Update status or close the ticket while retaining the conversation for the next time you need it.

The BRAD ecosystem

More of your work, in one place.

Explore all modules

Chat

Create a support ticket from a chat message when both modules and the required permissions are available.

Sales

Keep a help portal available alongside your customer storefront and order views.

Invoicing

Give customers a place to ask billing questions alongside their invoice access.

A closer look

Questions about the Support module?

A few details to help you plan how this module fits your business.

Can customers see internal notes?

Internal notes are marked separately from staff replies and are excluded from the customer conversation. Staff can use them to coordinate within a ticket.

Can we separate support teams by department?

Yes. The module supports department configuration, department staff, ticket priorities, and assignment to a staff member.

Can customers reply without contacting staff elsewhere?

Yes. Customers can open and reply to their own tickets through the frontend portal, with live conversation and typing updates.

Give customers a clear way to reach you.

Explore BRAD packages and bring your support queues into the same platform as the rest of your business.