What StretchSupport is
StretchSupport is the StretchSuite help desk. It gives your team a single console to receive support requests, triage them, route them to the right team, track how each request is doing against its service-level target, and reply to customers in a threaded conversation — the StretchSuite answer to a tool like Zendesk or Freshdesk, built natively into your workspace.
Every request lives as a ticket. A ticket has a subject and message, a status that tracks where it sits in your workflow, a priority and severity, a category, a requester, a queue it belongs to, and a running thread of replies. Because StretchSupport shares one database with the rest of the suite, the same records power your live board, your SLA radar, and the published help center your customers read.
Who it's for
StretchSupport is for any team that answers questions and fixes problems: customer support agents, client-success managers, account and access administrators, platform-operations staff, and the leads who need to see the whole queue at a glance. It works equally well for external requests (customers writing in from your workspace support portal) and internal requests (one team raising a ticket for another).
Core capabilities
Everything below maps to a real part of the product:
- Ticket intake and lifecycle — create tickets by hand or let them arrive from a support form, then move them through New → Triage → Open → Waiting on Customer → Waiting Internal → Resolved → Closed (with Archived as a soft-delete). Each transition is recorded as an event.
- The ticket board — see every open ticket organized by status, sorted so Urgent and High priority rise to the top. Open a card to read, edit, reassign, or change its status.
- Queues and routing — tickets flow into routing buckets such as Account & Access, StretchLearn Support, Platform Operations, and Client Success. Each queue has an owner team and a default priority, and a one-click route action stamps the ticket with the right team and priority.
- SLA radar — every ticket carries a target response window based on its priority (Urgent 4h, High 8h, Normal 24h, Low 72h). The radar scores each open ticket as Healthy, Watch, High, Breached, or Met and sorts the most at-risk work to the front.
- Threaded replies — hold a real conversation on each ticket. Customer-facing replies and satisfaction ratings appear in the thread; operational events stay internal.
- Reply macros — insert vetted canned responses (Acknowledge and investigate, Request missing details, Resolution confirmation, Billing handoff) so first responses are fast and consistent.
- CSAT surveys — capture a 1–5 satisfaction rating and comment once a ticket is resolved.
- Triage assist (AI) — paste an inbound message and get a recommended category, priority, sentiment read, summary, and a drafted reply. This is powered by the suite's Qwen intelligence layer and is enabled per workspace.
- Knowledge base — the published articles, categories, and product hubs that make up your help center — the same content shown at your public support site — feed answer suggestions and give agents a canonical source of truth.
How it fits the suite
StretchSupport is the support hub of StretchSuite and connects to the products around it:
- StretchForms feeds support intake — form submissions tagged as support become intake candidates you can turn into tickets, and a ticket can stay linked to the originating submission.
- The support knowledge base is live and shared: the articles you publish appear both to agents inside StretchSupport and to customers on your public help center.
- StretchFiles (attachments), StretchCRM (account context on the requester), and StretchAnalytics (support reporting) are planned integrations that will deepen each ticket over time.
A note on how data behaves
StretchSupport shows real records only. Dashboards, the board, queues, and the SLA radar populate from actual tickets, queues, and published knowledge-base content — so a brand-new workspace will show empty states until you create your first ticket and publish your first article. That is expected, not a bug. Writes are also audited: creating, routing, and updating tickets records who did what and when, and administrative writes require an action token, so your support history is always accountable.
Start on the Dashboard, create a test ticket, watch it land on the board, route it to a queue, and reply in the thread. Within a few minutes you will have exercised the full loop the rest of this help center documents in depth.
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