Support setup

Goal

Configure tenant support policies and catalogs so agents can create and route tickets correctly.

Users with support.admin (setup writes). Agents with support.view can use tickets after catalogs exist.

Support → Support setup (left nav sections, not commerce numbering/warehouses).

Options — SLA: Default SLA (hours), Prefer priority SLA hours when set, Require SLA hours on every priority. Assignment & priority: Assignment policy (Leave unassigned / Assign to creator / Default assignee), Default priority. IMAP inbox: Enable IMAP import and related defaults. Customer satisfaction: Enable CSAT and request on resolve/close. Macros: Enable canned responses.
Statuses — Labels/colors/order for fixed lifecycle keys (open, pending, in_progress, resolved, closed). System open/closed keys cannot be deactivated.
Departments — Teams that own tickets (required on each ticket). Names are translatable. Cannot delete a department that still has tickets.
Priorities — Urgency levels with optional SLA (hours) and color. Needed on create unless a default priority is set.
Services — Optional “what it is about” categories (distinct from departments).
Canned responses — Reply macros (requires Enable canned responses (macros)). Creating macros while disabled returns macros disabled.
Email import — Read-only IMAP mailbox sync status (polled about every five minutes). Only known CRM contacts create tickets when import is enabled.

New tickets can resolve priority/assignee/SLA from these policies; agents see departments, priorities, and services in ticket forms.