support

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Support Plugin

Helpdesk ticketing with SLA management, canned responses, and team routing. Pro plugin.

Requires: Basic license tier or higher. nself license set nself_pro_...

Install

nself license set nself_pro_xxxxx...
nself plugin install support

What It Does

A complete helpdesk ticketing system for managing customer support. Users submit tickets via API or email, tickets are routed to teams based on rules, SLA timers track response and resolution deadlines, and agents reply using canned responses. Includes escalation rules, internal notes, and customer satisfaction (CSAT) surveys.

Configuration

Env Var	Default	Description
SUPPORT_PORT	3111	Support service port
SUPPORT_DEFAULT_SLA_HOURS	24	Default first response SLA
SUPPORT_EMAIL_ENABLED	false	Enable email ticket submission
SUPPORT_CSAT_ENABLED	true	Send CSAT surveys on close

Ports

Port	Purpose
3111	Support REST API

Database Tables

9 tables added to your Postgres database:

• np_support_tickets: ticket records
• np_support_replies: ticket replies
• np_support_teams: support team definitions
• np_support_routing_rules: ticket routing rules
• np_support_canned_responses: reusable reply templates
• np_support_sla_policies: SLA policy definitions
• np_support_escalations: escalation records
• np_support_csat: customer satisfaction responses
• np_support_notes: internal agent notes

Nginx Routes

Route	Target
/support/	Support ticket API