Support

Every email becomes a ticket

Requests to your support mailbox land in the inbox automatically — with subject, sender, priority and status.

Work a ticket

Read the history, reply by email, leave internal notes for the team, change status, assign — all in one view.

Images and files in the thread

Screenshots and documents sent by the contact sit under the message they came with — images as an instant preview, other files as a line to download.

Macros with placeholders

One click inserts a ready-made reply with first name, ticket number and more, and sets status, priority or “Assign to me” along with it. If a value is missing, the hub says so before sending — or a stored fallback text steps in.

Custom ticket fields

Extra details such as a contract number or system type on every ticket, required if you like. With Securo CRM you pick customer and contact directly by name.

Turn a ticket into a task

“Create task” turns the request into a linked task with title and text pre-filled; with Securo AI, the AI suggests matching open tasks. With Securo Support Pro and Securo Tasks Pro.

Email, widget & chat

Requests arrive by email, through the widget, via live chat or as a callback request — and still converge in one inbox.

Real-time live chat

For a chat request your reply appears instantly in the visitor's chat window — no email involved. Internal notes stay within the team.

Callback & hotline

In the widget, people leave their phone number and when they can be reached; this becomes a ticket marked “Callback”. Alternatively the widget only shows your hotline number with its availability.

Knowledge base

Short guides and answers to common questions — maintained in one place, published in several.

Widget for your website

Published articles appear in the widget on your site — many customers help themselves before a ticket exists. You set greeting, accent colour and allowed websites; requests can be followed without a customer account.

AI reply drafts

The AI proposes an answer from your own material. If the answer is not in that material it invents nothing and marks the gap instead. With Securo Support Pro and Securo AI.

AI triage of new requests

The AI suggests topic, priority, sentiment and a suitable team and sums up the request briefly. Nothing is changed automatically — you adopt what fits.

AI summary

A long thread boiled down to a few sentences — for instance when handing over to a colleague who has not seen the case before.

Knowledge article from a ticket

A resolved request becomes the draft of a knowledge base article that you refine and publish. A good answer turns into self-service for everyone.

Deadlines in business hours

First response and resolution only count during your business hours — per profile with time zone, a window per weekday and holidays. Deadline rules with Securo Support Pro.

Satisfaction survey

Once a ticket is resolved, the contact receives a short survey and rates with one click straight from the email. Reporting shows the average, the distribution and the latest comments.

Reporting & CSV export

New and resolved tickets, time to first reply and to resolution and how often deadlines were met — plus the period's tickets as a CSV file. With Securo Support Pro.

Mailbox, signature & AI switch

Connect the mailbox via IMAP/SMTP or Microsoft 365 and check it with “Test connection”, store a signature, switch the AI on or off. A reply that could not be delivered is marked in the thread.