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Ticket inbox + portal + inbound email pipeline + SLAs + canned replies + saved views — same tenant as your customer data + audiences + KB.

Zendesk lets you import CRM data. Sendora Support IS your CRM data. Tickets live in the same tenant as Auth, Customers, Analytics, and KB. The win is bundle + identity, not feature-parity with Zendesk: tickets + replies + public portal + a real inbound email pipeline (4 routing modes — reply-token + plus-addressing + BYOD + slug subdomain) + priority-based SLA policies + canned responses + saved views + CSAT survey + Contact Widget → ticket. Honest about what's NOT built: audience-routed SLAs, Slack Connect channel, assignment rules + round-robin, automatic CSAT → profile-trait flow.

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Features

  • Tickets CRUD + replies + status transitions — assignee + priority + tags. Public portal at /ticket/:token for customers without an account.
  • Inbound email pipeline — internal/support/inbound accepts parsed mail from the Cloudflare Email Worker. 4 routing modes in priority order: (1) reply-token t_<token>@* — threads onto existing ticket; (2) plus-addressed <base>+<slug>@* — per-tenant mail on a shared MX; (3) BYOD custom domain match; (4) legacy slug-subdomain.
  • Priority-based SLA policies — firstResponseMinutes + resolutionMinutes + businessHoursOnly per priority (low / normal / high / urgent). Honest: SLAs apply by ticket priority; there's no audience-routed SLA (no audienceId column on sla_policies).
  • Canned responses (macros) — saved reply templates; insert into a reply with one click.
  • Saved views — filtered ticket queues with shareable URL. Per-agent or shared.
  • CSAT survey — POST /support/csat writes a rating + comment; GET .../csat/stats aggregates. Honest: the response does NOT automatically write a Customers trait or auto-enroll detractors in a Workflow — wire that yourself via the support.csat_submitted event + an Automation workflow with branch + update_profile steps.
  • Contact Widget → ticket pipeline — public submission via POST /chatbot/message creates a support_tickets row + emits ticket.created_via_widget. AI mode does RAG over your KB before offering to escalate.
  • SDK helpers — support.createTicket() + submitCsat() on RN 0.18.1+ + Web 2.15.0+. In-product help flows ship without hand-rolled fetch.
  • Honest non-features: no Slack Connect channel, no assignment rules + round-robin (manual assignee per ticket), no audience-based SLA routing, no automatic timeline panel built into the ticket detail (the customer's profile timeline lives in the Customers module; cross-link is via shared userId, not auto-embed).

Common use cases

Inbox + portal + SLA for SaaS support where the customer's profile is one click away (same `userId`, same tenant).

Product-led support entry-point via the Contact Widget with AI deflection from your KB.

B2B SaaS that needs priority-based SLA policies + canned replies + saved views without paying Zendesk per-agent.

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The free tier covers most side projects. Every module is turn-key and every SDK is first-party.

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