Support Ticketing

CoreLink includes a built-in ticketing system for internal support operations. Tickets support priority levels, custom fields, threaded comments, file attachments, and SLA tracking with breach alerts. Canned responses let agents answer common questions quickly, and CSAT surveys capture feedback on resolution quality.

Tickets integrate with the approvals engine so an access request can attach an associated support ticket, and every state transition is captured in the audit log alongside other tenant events.

Key Configuration

• Priority-specific SLA targets
• Custom field definitions
• Canned response library
• CSAT survey timing (on resolve, 24h after close)