Loading…
KnowledgeBase
Customer & Support
Turn customer emails and chats into tickets, reply, assign and resolve them, and set up mailboxes, the chat widget and permissions.
Introduction to Customer & Support: How AiEngage CRM Turns Customer Requests into Tickets
Customer & Support is the helpdesk inside AiEngage CRM. Learn what a ticket is, where tickets come from, how a ticket moves from Open to Closed, how the workspace and the Tickets module fit together, and what an admin sets up first.
Customer & Support: Handle Customer Tickets from First Message to Resolution (Step-by-Step)
Use the Customer & Support workspace in AiEngage CRM to raise support tickets, reply to customers, add internal notes, set status and priority, assign tickets to teammates and resolve them, with a screenshot for every step.
Connect a Support Mailbox: Turn Customer Emails into Tickets Automatically (Email-to-Ticket)
Connect your support inbox (Gmail or any IMAP mailbox) to AiEngage CRM so every customer email becomes a ticket and replies land on the same ticket. Covers App Passwords, the connection test, auto-create, the reopen window and exclusion rules.
Set the From and Reply-To Address for Support Emails: Choose Which Address Your Team Replies From
Choose the address customers see on support emails and where their replies go. Set a default From address for ticket replies and notifications, add an optional Reply-To, and create shared sending addresses under Organization Emails.
Automatic Customer Emails: Notify Customers When a Ticket Is Raised, Resolved, Closed or Reopened
Keep customers informed automatically. Switch on the emails sent when a ticket is raised, resolved, closed or reopened, choose a template, add copy addresses, and decide which ticket events alert the assigned agent.
Support General Settings: Live Chat, Reply Display, Reopen on Reply & Auto-Close Resolved Tickets
Set how support works across your whole organisation: turn live chat on or off, flag missed chats, choose what customers see on replies, reopen closed tickets when customers reply, and close resolved tickets automatically.
Set Up the Website Chat Widget for Support: Live Chat, AI Agent, Handoff & Install
Add a support chat to your website. Create a chat widget, brand it, let an AI agent answer first, route chats to the right team or agents, collect details with a pre-chat form, and install it on your site with one script.
Install the Chat Widget on Your Website: Copy the Script, Paste It Before the Closing Body Tag & Go Live
Put your AiEngage chat widget on your website: copy the install script, paste it just before the closing body tag on every page (or in your website builder’s footer code), tell it who is signed in, set the widget to Active and test it.
Find the Right Tickets Fast: Ticket Views, Team Groups & Notifications in Customer & Support
Use the Customer & Support sidebar to find the right tickets: built-in ticket views (Unread, My tickets, Unassigned, each status, Mentions), team groups, the notifications panel, list columns and search — and when to create your own view.
Create a Ticket Manually: Log Phone, Email & Walk-In Requests as Support Tickets (Step-by-Step)
Log a customer request as a ticket yourself — from the Customer & Support workspace’s New ticket form or from Sales → Tickets → Create Single. Covers every field, linking the contact, attachments, and what happens after you save.
