_Last updated: May 2026_
Last updated: May 2026
This guide covers managing customer support tickets from creation to resolution.
Customers can reach support through multiple channels:
| Channel | How It Works | Auto-Ticket? |
|---|---|---|
| support@sanafai.com | Yes — creates ticket automatically | |
| In-App Chat | Chat bubble in portal | Yes — creates ticket automatically |
| Contact Form | Form on lotwize.com | Yes — creates ticket automatically |
| Phone | Call support line | Agent creates ticket manually |
| Social Media | Twitter/X DMs, Facebook | Agent creates ticket manually |
New → Open → In Progress → Pending Customer → Resolved → Closed
| Status | Meaning | SLA Target |
|---|---|---|
| New | Just received, not assigned | Assign within 15 min |
| Open | Assigned to agent, being worked | First reply within 2h |
| In Progress | Agent actively investigating | Update every 24h |
| Pending Customer | Waiting for info from customer | Auto-reminder at 48h |
| Resolved | Fix applied, awaiting confirmation | Auto-close after 72h |
| Closed | Confirmed resolved or auto-closed | — |
| Escalated | Moved to engineering/management | Immediate |
Go to Admin → Support to see:
Columns:
Sorting:
| Priority | Description | Response Time | Resolution Target |
|---|---|---|---|
| P1 — Critical | Platform down, payment failures, security issue | 15 minutes | 4 hours |
| P2 — High | Major feature broken, data incorrect | 1 hour | 24 hours |
| P3 — Normal | Feature question, minor bug, how-to | 4 hours | 48 hours |
| P4 — Low | Feature request, feedback, general inquiry | 24 hours | 7 days |
Auto-priority rules:
Auto-assignment rules:
Internal notes:
When you need help:
Save time with pre-written responses:
| Macro | Use For |
|---|---|
| Password Reset | Forgot password requests |
| Payment Retry | Failed payment instructions |
| Browser Cache | Loading issues |
| Feature Request | Acknowledging suggestions |
| Refund Request | Processing refund steps |
| Trial Extension | Extending free trials |
{{customer_name}}, {{community_name}}, {{ticket_id}}Apply a macro: Click "Insert Macro" when replying to a ticket.
Default SLA by plan:
| Plan | First Reply | Resolution |
|---|---|---|
| Starter | 24 hours | 72 hours |
| Growth | 8 hours | 48 hours |
| Pro | 2 hours | 24 hours |
Business hours: 9 AM - 6 PM ET, Monday-Friday.
After-hours: P1 tickets page the on-call engineer. All others queue for next business day.
When a ticket is approaching or past SLA:
After a ticket is resolved, the customer gets a short survey:
Target CSAT: More than 90% positive ratings.
When viewing a ticket, LotWize suggests relevant help articles based on the ticket subject and content. Agents can:
If tickets keep coming in about something not covered in the knowledge base:
Support tools not working? Contact the admin team at support@sanafai.com.