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.
Evaluate the wider workflow.
Keep the first exercise bounded, then check the handoffs needed for a broader process.
Customer support workflows
A queue helps when a request has an owner, enough context and a visible route to resolution. Evaluate how the request arrives and what the operator can see before expanding the service process.
Verify the intake route
Test the required inbox or supported channel and check the resulting request in Support.
Make ownership clear
Review queue access, routing and the information the operator needs to understand the customer’s issue.
Check the follow-up
Use the relevant customer record and knowledge reference, then verify the response and resolution path.
Before expanding
Follow one request from arrival to resolution, including reassignment and the permissions needed at each step.
Bring a real example to the conversation.
Use these questions to explain your current process and agree what a useful evaluation would need to show.
Show the most recent request that was lost, duplicated or assigned to the wrong person.
Consider this against a recent example from your own process.
How do agents triage and hand over work, and how many times per week does this happen?
Consider this against a recent example from your own process.
Which statuses, priorities and queue views are necessary for a normal shift?
Consider this against a recent example from your own process.
Which channels and service-level commitments must work before any live adoption?
Consider this against a recent example from your own process.
Who maintains the inbox, who grants agent access and who owns the service tooling budget?
Consider this against a recent example from your own process.
Could five manual tickets and two agents test ownership clarity? What response-time or handling-effort target would be meaningful?
Consider this against a recent example from your own process.
Agree the result before the pilot.
These are proposed checks to tailor with the people doing the work. They describe an evaluation, not results already achieved.
Intake
Five manual tickets retain requester, subject and intended inbox when read back.
Assignment
Two authorized agents can assign/reassign a ticket and see the correct assignee and queue result.
Lifecycle
A ticket moves through the agreed statuses and retains its internal message history.
Value
Lead identifies owner/status for all five tickets within the agreed time, with no lost sample ticket.
Decision
Budget owner names live-channel and service-level prerequisites before a customer-facing rollout.
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.
CRM
Contacts, companies, opportunities and the tasks that keep a relationship moving.
Docs
Versioned documents, organised spaces, search and cited answers.
Bytes
Files, folders, search and sharing for the material behind the work.
Chat
Channels, direct messages, meetings, notes and shared files.
Forms
Structured intake, public forms and submissions with defined delivery settings.
Before 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.
Read the Support reference
See the available capabilities and how they work.
Browse related solutions
Find another starting point for your business or role.
Check plans and pricing
Review current plan terms and the apps your workflow needs.
Book a demo
Talk through the process and requirements you want to evaluate.
Give the next handover a clearer starting point.
Explore Support, or book a demo around the queues and customer conversations your team handles.