Support tickets joined to the customer who closed the deal.

The wedge

Support tools see a stranger reaching out. CRMs see a customer with a history. Odexy Support is the same system as Odexy CRM — the ticket comes in linked to the company, and the rep sees the deal context, the lifetime value, and the last 5 tickets without leaving the page.

What ships today

• Tickets — subject, body, requester, status, priority, SLA, group, assignee, macros, internal notes.
• SLA engine — per-priority response + resolution targets. Pause on customer reply, resume on agent action. Breach alerts.
• Macros — reusable canned replies with variable substitution.
• Groups + routing — assign tickets to a group, round-robin or load-balanced.
• Email channel — inbound email creates tickets; replies thread automatically.
• Public contact form — /contact posts via the unified Forms module.
• AI triage — classify category, propose priority, suggest macro. Agent approves.
• Audit log — every status change, every assignment, every reply logged.

How it integrates

• CRM — tickets link to the company; the agent sees deal status + recent invoices.
• Email — outbound replies use the unified email module with one suppression list.
• Forms — embedded contact form is a Odexy Forms definition.
• Chat — internal notes on tickets thread through the chat infrastructure.
• Notifications — assignment + SLA-breach notifications run through the unified matrix.

How the AI helps

• "Triage the new tickets from the last hour: classify, propose priority, suggest macro."
• "Show me tickets where the SLA breach risk is high and the assignee is on leave."
• "Draft a reply to ticket #1234 using the standard refund tone — DON'T send."
• "Summarize the last week's tickets by category and resolution time."

AI triage proposes; agents approve. Send-action is always gated by the user.

Built for scale

• Audit log — every ticket transition recorded with actor + AI session ID where applicable.
• Permissions — support:ticket:reply separate from :close, :reassign. Custom roles can grant a precise slice.
• Realtime — ticket changes broadcast over WebSocket; the queue updates without refresh.
• SLA breach alerts — fired via the cron-driven SLA engine; flow into the notification matrix.
• Chat-to-ticket conversion — promote a chat thread to a ticket when it warrants one.

> What's queued, not shipped: Knowledge base + help-center widget land in Support Phases 2+ (per Doc 01 §9 — don't claim until shipped).

Odexy Support vs. the category

| | Odexy Support | Zendesk | Intercom |

|---|---|---|---|

| Joined to CRM in one schema | ✓ | add-on | partial |

| AI triage uses the real UI | ✓ | partial | partial |

| One audit log with the rest of your work | ✓ | enterprise | enterprise |

| Per-org pricing | ✓ | per-seat | per-seat |

Zendesk and Intercom are category-leaders. Both charge per agent seat and require integration to your CRM. Odexy bundles the CRM join into one schema.

Design-partner take

> "Our support reps stopped tabbing between Zendesk and HubSpot. The ticket opens with the deal, the invoices, and the last conversation on one screen." — Design partner, 12-person SaaS