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Support article

Support Overview: Tickets & Help Desk

The Support module turns DoubleScale into a full help desk: customers open tickets by email or through a portal on your site, and your team works them from a shared inbox inside the CRM — with every ticket linked to the contact’s CRM record, deals, and activity history.

Before you start: Support requires at least one mailbox. New installs have none — create your first one under Support → Mailboxes. See Mailboxes: Email Channels & IMAP.

Key Concepts

Tickets

A ticket is a single support conversation with a customer. Every ticket has:

  • Status — Open, Pending, Resolved, or Closed. Open, Pending, and Resolved count as active; the inbox filters default to showing everything still on someone’s plate.
  • Priority — Low, Normal, High, or Urgent.
  • Assignee — the agent responsible. Tickets can also be unassigned and picked up from the shared queue.
  • Mailbox — the channel the ticket belongs to (see Mailboxes). The mailbox controls the sending identity and email templates used for replies.
  • Contact — every ticket is linked to a CRM contact, so agents see the full customer picture (deals, past tickets, activities) next to the conversation.

Replies vs. Internal Notes

Inside a ticket, agents can add two kinds of messages:

  • Reply — customer-visible. Sent to the customer by email (from the mailbox’s sending identity) and shown in the customer portal.
  • Internal note — team-only. Never emailed to the customer and never shown in the portal. Use notes for handoffs, troubleshooting context, and escalation details.

Email Threading

When an agent replies, the outgoing email carries thread markers that tie the customer’s next reply back to the same ticket automatically — even when their email provider rewrites message headers. Customers just hit “Reply” in their inbox and the conversation stays in one thread on your side.

Where Tickets Come From

  • Inbound email (Pro) — connect a mailbox over Gmail/Outlook OAuth or custom IMAP and incoming mail becomes tickets automatically. See Mailboxes: Email Channels & IMAP.
  • Customer portal — customers submit and track tickets from a page on your site. See Customer Support Portal.
  • Incoming webhook (Pro) — external systems (contact forms, chatbots, other apps) create tickets via a signed HTTP endpoint. See Incoming Ticket Webhook.
  • Manually — agents can open a ticket on behalf of a customer from the Support inbox.

Notifications

Customer-facing notification emails (ticket received, agent replied, ticket resolved, and so on) are sent from the ticket’s mailbox sending identity, and each mailbox can override the default subject and body templates with {token} placeholders. Agent-side alerts (new ticket assigned, customer replied) are available in Pro.

Roles and Permissions

Two dedicated WordPress roles ship with the module:

  • Support Manager — sees and manages all tickets, mailboxes, and Support settings.
  • Support Agent — works tickets assigned to them; cannot change module-wide settings.

Administrators and CRM Managers always have full access.

Reports

The Support area includes reporting on ticket volume, status breakdown, and agent workload, so managers can spot backlogs and balance assignments.

AI Assistant

The DoubleScale AI Assistant can search tickets, summarize a ticket’s conversation, draft or send replies, add internal notes, and change status, priority, or assignee — all subject to your AI data-access settings and the agent’s own permissions. See the AI Assistant Tools Reference.

Automation (Pro)

Inactive tickets can be closed automatically on a schedule you control — see Auto-Close Inactive Tickets.