Put the request into a ticket
Keep the customer’s message and relevant ticket details together in the appropriate workspace. Give the issue a record the team can return to.
Topolo for Support teams
Keep the ticket moving without losing the conversation.
Manage tickets, message history and assignment in Topolo Support. Give the next agent the context they need, with workspace-scoped queues and reusable macros for recurring work.
The work behind the workflow
A customer should not have to start again when the agent changes.
The first agent understands the issue. Another person takes over, or the ticket needs attention from a different part of the business. If the history and the assignment are unclear, the customer repeats the same explanation and the team repeats the same investigation. Keep the ticket, its conversation and its activity history together so the handover has a useful starting point.
How it works
Make ownership and context visible in the queue.
Use the ticket as the shared record for the conversation and the work that follows.
Carry the context through assignment
Use assignment and activity history to follow the work as responsibility changes. The next agent can review the conversation before responding.
Handle recurring work consistently
Use workspace-scoped macros for recurring support work and SLA tracking for service follow-through. Review communications and their actual delivery state separately from a ticket status change.
The suite
The apps around your workflow.
Start with the app that solves the immediate problem. Bring in the others when the work needs them, with access governed by each app and workspace.
Support
Tickets, replies, assignment and the context behind the next support action.
OpenCRM
Contacts, companies, opportunities and the tasks that keep a relationship moving.
OpenDocs
Versioned documents, organised spaces, search and cited answers.
OpenBytes
Files, folders, search and sharing for the material behind the work.
OpenChat
Channels, direct messages, meetings, notes and shared files.
OpenForms
Structured intake, public forms and submissions with defined delivery settings.
OpenBefore you get started.
Useful questions for choosing the right starting point.
Can different customer organisations have separate queues?
Support uses tenant- and workspace-scoped ticket workflows. The queues and replies a signed-in user can access depend on their organisation context and role.
What stays with the ticket?
Support owns ticket details, message and activity history, assignment state, SLA tracking and workspace-scoped macros. Those records give the team context for follow-up.
Does a ticket update prove the customer received a message?
No. A workflow update, queued notification and provider delivery are distinct states. Check the communication’s delivery state when receipt matters.
Keep exploring.
Check the product, review the details or talk through your next workflow.
Explore Support
See the Support workspace and its current availability.
OpenRead the Support reference
See the available capabilities and how they work.
OpenBrowse related solutions
Find another starting point for your business or role.
OpenCheck plans and pricing
Review current plan terms and the apps your workflow needs.
OpenBook a demo
Talk through the process and requirements you want to evaluate.
OpenGive the next handover a clearer starting point.
Explore Support, or book a demo around the queues and customer conversations your team handles.