Service Cloud

Resolve faster. Know more. Delight every customer.

Ticket management with SLA enforcement, knowledge base, and survey loops. Cross-channel by default.

See This in Action →← All Modules

pages

16+

capabilities

Live

status

How it connects

→Ticket assignment triggers a TICKET_ASSIGNED notification to the agent
→Contact tickets are visible from CRM contact detail pages
→Survey responses link to contacts for holistic customer health view
→SLA breach data flows into Analytics dashboards

Every page, every feature.

3 pages in this module.16+ capabilities total.

Tickets

/service/tickets

Features

✓Status tab filters: All / Open / In Progress / Waiting / Resolved / Closed with live counts
✓Server-side search + URL pagination (25/page)
✓Priority badges (URGENT / HIGH / MEDIUM / LOW), channel icons
✓Bulk select → bulk delete + Export CSV
✓New Ticket drawer: subject, description, channel, priority, category, contact, assignee

How it connects

Assigning a ticket fires a TICKET_ASSIGNED in-app notification to the agent via the Notification system. Ticket contact links open CRM contact detail.

Ticket Detail

/service/tickets/[id]

Features

✓Status pipeline buttons: Open → In Progress → Waiting → Resolved → Closed
✓Inline assignee dropdown — updates immediately on change
✓Conversation thread: public replies + internal notes (amber background)
✓Reply composer: Send Reply (public) + Add Internal Note — auto-moves OPEN → IN_PROGRESS on first reply
✓Delete message per message row
✓Record comments
✓Delete ticket with confirmation

How it connects

First reply auto-advances ticket status. Contact panel links to CRM. Status transitions are logged in the Admin audit log.

Knowledge Base

/service/kb

Features

✓Articles table: title, category, status, views, helpful %, author, updated date
✓Status tab filter: All / Draft / Published / Archived
✓Server-side search + pagination (20/page)
✓Article editor drawer: title, category, status, tags, body textarea
✓Auto-generates slug from title with uniqueness enforcement

How it connects

Published articles can be referenced by Copilot when answering support-related queries. Article view counts feed Analytics reporting.

Surveys

/service/surveys

Features

✓Survey list: type badge (CSAT / NPS / CUSTOM), response count, average score
✓NPS breakdown: Promoters / Passives / Detractors + NPS score calculation
✓CSAT average gauge per survey
✓Survey builder tab: create surveys with NPS (0–10), rating (1–5), text, multi-choice questions
✓Public survey page at /surveys/[slug] — no auth required
✓Copy public link per survey, activate/pause toggles

How it connects

Survey responses link to contacts for customer health tracking. NPS and CSAT averages appear in Analytics overview dashboards.

SLA Policies

/service/sla

Features

✓Priority-grouped policy table: URGENT / HIGH / MEDIUM / LOW
✓CRUD modal: first response hours, resolution hours, business hours only toggle
✓Quick Setup buttons to configure sensible defaults for all 4 priorities at once

How it connects

SLA configurations will enforce breach alerts on ticket queues. Policy data is visible in Analytics service-module dashboards.