Manage support tickets with SLA (Service Level Agreement) tracking; auto-assign them to the right person and keep customers informed at every step.
SLA (Service Level Agreement): committed response windows per priority; at-risk and breach badges, with the assignee notified on a breach.
Round-robin, least-loaded or first-available rules, filtered by product or keyword.
Email and in-app notifications; Slack, Teams, Discord and generic webhooks; a REST API with API keys.
An automatic survey one day after resolution; feedback with 1–5 stars and a comment.
Everyone viewing a ticket sees replies, status changes and attachments arrive instantly, without a refresh.
An error mailbox is read; identical errors are de-duplicated by fingerprint, one ticket per distinct bug.
Create, query and reply to tickets and add attachments with user-bound API keys; documented in Swagger.
Volume, average response and resolution time, SLA compliance, satisfaction score and busiest products at a glance.
Bring customer requests together in one place: priority and SLA tracking, rule-based auto-assignment, internal notes, tags, attachments and a full activity timeline per ticket. Email, in-app notifications and Slack/Teams/Discord webhooks keep the team informed.
Every step from opening to resolution is recorded
Each ticket has a status, priority and type; it is assigned to a supporter, answered with a customer reply or a team-only internal note, and closed with a resolution.
@email mentions: a mentioned person becomes a watcher and is notified of every later update.
Response time per priority
Every priority has a response window. The ticket list flags tickets running out of time as at risk and overdue ones as breached.
| Priority | Default response time |
|---|---|
| Critical | 1 hour |
| High | 4 hours |
| Medium | 1 day |
| Low | 3 days |
SLABreached webhook event.Windows are configured at installation to match your organisation's commitments.
Assignment rules route each new ticket to the right person; rules can be filtered by product or keyword.
| Strategy | How it works |
|---|---|
| Round-robin | Tickets are distributed across the team in turn. |
| Least-loaded | Assigned to the person with the fewest open tickets. |
| First available | Assigned to the first eligible person matching the rule. |
Canned responses are inserted from the reply box in one click; keyboard shortcuts (/ search, n new ticket, ? help) and dark mode keep the team fast.
Accounts are created by invitation; public self-registration is closed. Each user has one role:
| Role | Access | API scope |
|---|---|---|
| Admin | Everything: users, API keys, webhooks, audit log | read, write |
| Manager | Analytics, customers, products, FAQ, tags, assignment rules, users | read |
| Supporter | Answers and resolves tickets; canned responses, error reports | read, write |
| User | Opens, follows and replies to their own tickets; satisfaction survey | — |
Every administrative action is written to the audit log with the actor and IP address.
Connect your other systems to SupportNova
Requests authenticate with the X-Api-Key header. Every key belongs to a user; its permission is the intersection of the key's scopes and the owner's role — if the role narrows, so does the key, and it stops working if the account is deactivated. Staff issue and revoke their own keys under My profile → My API keys.
| Endpoint | Description |
|---|---|
GET /api/v1/tickets | List tickets (filterable) |
POST /api/v1/tickets | Open a ticket |
GET /api/v1/tickets/{no} | Ticket detail |
GET /api/v1/tickets/by-ref/{source}/{key} | Find by external system reference |
POST /api/v1/tickets/{no}/responses | Add a reply |
POST /api/v1/tickets/{no}/attachments | Attach a file |
GET /api/v1/products · /faqs | Products and FAQ |
GET|POST /api/v1/errors | Error reports |
The full endpoint schema is available to signed-in users at /swagger.
/healthz) for monitoring.Today (manual / spreadsheets)Requests pile up in a shared mailbox; nobody knows who is handling which.
With SupportNovaTickets are created from e-mail, duplicates are filtered and assignment is automatic.
Today (manual / spreadsheets)A late ticket is noticed when the customer calls again.
With SupportNovaSLA time is tracked with badges; tickets close to breaching stand out.
Today (manual / spreadsheets)It is not measured, or collected by hand with a separate survey.
With SupportNovaA satisfaction survey goes out when a ticket closes; results show in analytics.
Pricing depends on the modules you use and on the number of users and companies. Try it free first or ask for a short live demo; once the scope is clear, we send a written quote.
An administrator adds users and assigns roles; each person receives a one-time invitation link to set their own password.
Set up the product catalogue, assignment rules, tags and canned-response templates.
Connect the mailbox, Slack/Teams/Discord webhooks and, if needed, REST API keys — and let tickets flow in.
An administrator adds the user, who receives a one-time invitation link by email to set their own password. Roles: Admin, Manager, Supporter and User.
Request a quote using the form below; we will get back to you based on the size of your team.
Yes. The defaults are Critical 1 hour, High 4 hours, Medium 1 day and Low 3 days; they are set at installation to match your commitments.
Yes. A customer with the User role opens tickets, follows their status and replies; after resolution they receive a satisfaction survey.
Use the REST API to open and query tickets and the by-ref endpoint to find a ticket by your own record number; webhooks push events to Slack, Teams, Discord or your own endpoints.
The error mailbox is read regularly; each report is parsed and fingerprinted. If the same error arrives again, the existing ticket is updated instead of opening a new one.
Turkish and English; each user chooses their language and light or dark theme.
An SLA-tracked help desk, WhatsApp notifications and remote access: every customer request is tracked from opening to resolution.
All solution bundlesChoose how you would like to hear about SupportNova: news by email, or a call from us.
Would you like a feature in SupportNova, have a suggestion or hit a problem? Tell us; the team reads every message and shapes the roadmap accordingly.