Resolve every customer issue. Lose none of the context
SUPPORT
FlashGro's Ticketing module connects your customer support directly to your CRM — so when a ticket comes in, your team already knows who the customer is, what they bought, and what they've experienced before.
14 days free · Full support suite included
Smart Ticket Management
Every customer issue — whether it comes in via email, your website portal, or your support team — becomes a tracked ticket with a full conversation thread.
Auto-generated ticket numbers for easy reference
Set priority levels — Low, Normal, High, Urgent
Status tracking — Open, In Progress, Awaiting Customer, On Hold, Resolved, Closed
Full conversation thread — agent messages, customer replies, and internal notes
Attach files and screenshots directly to ticket threads
Every ticket is linked to a CRM contact and company
Intelligent Ticket Routing
Make sure every ticket reaches the right person, automatically.
Round-robin assignment to distribute tickets fairly across your team
Skills-based routing — match ticket topics to specialist agents
Team-based routing — route by department or product category
Manual take-ownership option for agents
SLA Policies — Deliver on Your Promises
Set response and resolution time commitments by priority level — and FlashGro tracks every ticket against your SLA automatically.
Urgent Tickets - 1-hour first response · 4-hour resolution target
High Priority - 4-hour first response · 24-hour resolution target
Normal Priority - 8-hour first response · 48-hour resolution target
Low Priority - 24-hour first response · 7-day resolution target
Business hours configuration — SLA clock pauses outside working hours
Breach warnings before deadlines — give agents time to act
Automatic escalation when SLAs are breached
SLA compliance reporting for management visibility
Ticket Automations — Work Smarter, Not Harder
Automate repetitive support tasks so your team can focus on complex customer issues.
Auto-assign tickets based on keywords, category, or customer type
Auto-reply acknowledgement when a new ticket is received
Escalate to senior agent when no response in X hours
Auto-close resolved tickets after X days of no customer reply
Tag tickets automatically based on content keywords
Knowledge Base — Help Customers Help Themselves
Reduce ticket volume by giving customers a well-organised self-service knowledge base.
Create categorised help articles — guides, FAQs, how-tos, troubleshooting
Three visibility levels: Public, Customers Only, Internal (for agents)
Article feedback and ratings to improve content quality
Search built into both the admin panel and the customer portal
Agents can suggest relevant articles inside ticket threads
Customer Portal — Empower Your Customers
Give customers a dedicated portal where they can submit tickets, track progress, and browse your knowledge base — without having to email or call.
- No registration needed — customers find their tickets by emai
- Customers can submit new tickets, reply to threads, and close resolved tickets
- Rate their support experience after resolution
- Browse and search the knowledge base from the portal
Support Module Benefit
For Support Teams
Organised inbox, smart routing, and SLA tracking in one place.
For Customer Success
Full CRM context on every ticket — no more asking 'who is this customer?'
For Support Managers
SLA compliance dashboards and team performance reports.
For Customers
Fast, transparent support with a self-service portal.
Try Ticketing free for 14 days
Start your 14-day free support trial. Bring order to your customer queries today.