Customer Support
Real ticketing, without a separate helpdesk.
Routing, threaded replies, participants and SLA clocks, on the same canvas that runs the rest of your operation, so an escalation can hand off to the team that actually fixes it.
How it usually goes
Support lives in a shared mailbox with no routing, so the fastest reader picks what they feel like answering.
Nobody knows how long a customer has been waiting until the customer tells you.
A thread with three people on it gets answered by one of them, and the rest never see it.
The workflow you'd draw
Support is mostly waiting: on the customer, on a fix, on a decision. Each kind of waiting is its own visible gate.
The customer emails you
Support mail lands in the Routing Inbox, whether your mailbox or a shared support@ inbox, with the To line, an Important badge if they flagged it, and an Auto-reply badge if it is a bounce.
Route it in a click
RouteWrk suggests the workflow by fuzzy match. Link it to an existing ticket if it belongs to a conversation already open, or create a new one. People CC'd on the email join the ticket as CC contacts.
Triage by what it is
A branch node splits billing from bugs from access requests using the fields you capture, so a password reset and an outage do not travel the same path.
Give it an owner
One assignee of record, claimed with Take it or set by the picker, with an Assigned to me filter so an agent can see their own queue.
Reply on the thread
Answer from the ticket with the rich-text composer: Public reply emails the customer, Internal note stays with the team. Reply-all keeps the CCs looped. Replying never moves the workflow: the canvas owns routing, not the composer.
Wait for the customer
Waits for a personAn await-reply gate holds the ticket while the ball is in their court, with a timeout so a silent customer does not mean a ticket open forever.
Escalate when it needs to
A resolve node with the escalate subtype, or a cross-workflow node, hands the case to whoever owns it next, and escalations are counted separately from resolutions.
Close with an outcome
Completed, Duplicate, No action needed. Status stays resolved and the outcome rides alongside it, so your resolve rate is not quietly inflated by tickets that were never really solved.
One conversation, everyone who belongs on it
The ticket holds the whole thread (inbound, outbound and internal notes) with the customer's original formatting preserved. Reply publicly to the customer or privately to the team from the same composer.
When support isn't where the work ends
A helpdesk that can only escalate to another support queue is a dead end. A support ticket here can open a work order for maintenance, an invoice ticket in AP, or a case in any other workspace, carrying its fields with it.
The helpdesk parts, in full
A real shared inbox
Connect support@ once for the org. Everyone with access sees it, each email badged with which inbox it came into, and workspaces can send as that address so replies come from support, not from whoever is logged in.
Threading that holds
Every outbound email carries a proper message id, so replies land back on the ticket whether the customer started the conversation or your workflow did.
CCs are participants, not noise
People copied on the original join the ticket, a Reply-all toggle keeps them looped, and a reply from any of them counts as the answer the ticket was waiting for.
SLAs when you want them
An admin turns on first-response and resolution clocks, business-hours aware, and at-risk tickets get breach badges. Tracking and display only: an SLA never changes what the workflow does behind your back.
Internal notes and @mentions
Discuss a case on the ticket, mention a colleague, and it hits their notification bell, instead of a parallel conversation in chat that the record never sees.
Where support actually stalls
Per-node dwell time separates "waiting on us" from "waiting on the customer", which are the two numbers a support lead needs and rarely has.
Start from the IT Helpdesk template or an empty canvas. Support is one shape this engine runs, not a separate product bolted on, which is exactly why a support ticket can hand off to a maintenance or finance workflow without an integration.
Other ways teams use it
Give every customer email a place to live.
Connect your mailbox and route your first ticket free.