Customer Support

Support isn't a cost center. It's a retention engine.

Every unresolved ticket is a customer reconsidering their options. Liquid OS gives your support team the tools to respond faster, resolve smarter, and keep clients loyal.

Every ticket tracked. Every deadline visible.

Ticket Management & SLA Tracking

Every support ticket gets a unique sequential number (TKT-0001, TKT-0002) generated atomically — no collisions, no gaps. Five statuses (open, pending, in progress, resolved, closed) and four priority levels (low, medium, high, urgent) give your team clear workflow. SLA tracking shows response and resolution due times with breach indicators that turn red when deadlines pass. Every ticket links to a contact and company in your CRM, so your team has full context before they reply. Assign tickets to team members, track first response time, and capture resolution notes on close.

Atomic ticket numbering — TKT-0001, TKT-0002, no gaps

Five statuses and four priority levels

SLA tracking with response and resolution due times

Breach indicators for overdue tickets

Tickets linked to CRM contacts and companies

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Answer once. Solve forever.

Knowledge Base & Canned Responses

Build knowledge base articles with the TipTap rich text editor — organize by category, publish or keep as draft, and track view counts and helpfulness ratings. Published articles are available on your customer portal so clients can self-serve before opening a ticket. Canned responses give your team one-click reply templates for common questions — each with a keyboard shortcut, category, and usage tracking. AI auto-suggest recommends the best canned response and matching KB articles when a ticket comes in, so your team resolves faster with less effort.

Knowledge base with TipTap editor and draft/published/archived states

View counts and helpful/not-helpful ratings per article

Canned response library with shortcuts and usage tracking

AI auto-suggest matches tickets to canned responses and KB articles

Articles available on the customer portal for self-service

Clients see their world. You see their satisfaction.

Customer Portal & CSAT

The customer portal gives your clients a secure, branded view of their open and resolved tickets, outstanding invoices, and your full knowledge base — all accessible via an HMAC-token link with no login required. Clients can submit new tickets directly from the portal. CSAT surveys auto-send when a ticket is resolved — a simple 1-5 star rating that tracks customer satisfaction over time. Support settings let you configure the ticket prefix, SLA targets, CSAT toggle, and portal toggle. Everything feeds back into your CRM — ticket history appears on the contact's activity timeline.

Customer portal with tickets, invoices, and KB access

Secure HMAC-token authentication — no login required

New ticket submission from the portal

Automated CSAT surveys on ticket resolution (1-5 stars)

Configurable SLA targets, ticket prefix, and portal settings

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Resolve faster. Retain longer. Support smarter.

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