Tickets

Tickets power the customer support workflow. Customers create tickets through the portal, by email-in (any IMAP inbox CRMcy is configured to poll, see IMAP), or via a public form embedded on your website. Each ticket has a status (Open, On Hold, Answered, Closed), a priority (Low / Normal / High / Urgent), a department (routes to a staff group), and an optional SLA policy with first-response and resolution targets that tick down even outside business hours. Replies thread on the ticket detail screen; internal notes are visible to staff only.

Macros (canned responses) and an auto-assignment ruleset (round-robin, load-balanced, or sticky-by-customer) reduce manual triage.

Related endpoints

• GET /api/tenant/tickets — list with status, department, sla-breach filters.
• POST /api/tenant/tickets — create (also reachable via the public + email-in routes).
• POST /api/tenant/tickets/:id/replies — reply (public or internal note).
• POST /api/tenant/tickets/:id/assign — manual assign or trigger ruleset.
• GET /api/tenant/tickets/:id/sla — current SLA timers.

See the source at apps/web/src/app/(tenant)/tickets and apps/api/src/tickets.