Support desk overview

FastStaq includes a complete support desk so your customers can reach you and your team can respond efficiently, without bolting on a third-party tool.

What is included

• Tickets: customers open tickets from /support/tickets/new; agents triage and reply.
• Live chat: a real-time widget backed by websockets, with an agent console.
• Knowledge base: self-serve help articles (you are reading one now).
• Canned responses: reusable replies for common questions.
• SLAs and business hours: track response targets and set when your team is available.
• Attachments: customers and agents can share files through the validated upload pipeline.

How tickets flow

1. A customer submits a ticket with a subject, message, and optional attachments.
2. It enters the queue; agents pick it up, set priority and status, and reply.
3. The customer is notified and can respond, keeping the conversation threaded.
4. Resolved tickets auto-close after a configurable window (SUPPORT_AUTO_CLOSE_DAYS, default 7).

The agent console

Agents work from a dedicated console where they can see open tickets and active chats, use canned responses, and manage their availability. Roles control who can act as an agent (see Roles and permissions (RBAC)).

Configuration touch points

• Live chat behavior: CHAT_INACTIVITY_MINUTES, CHAT_WAITING_TIMEOUT_MINUTES, and disconnect grace settings.
• Auto-close timing: SUPPORT_AUTO_CLOSE_DAYS.
• Attachment scanning: optional ANTIVIRUS_SCAN_URL.

Related articles

• Configuring live chat and agents
• Managing the knowledge base

Still need help?

Open a support ticket and try the desk yourself.