Getting Started with StretchSupport

What is StretchSupport?

StretchSupport is the StretchSuite help desk. It gives your team one console to receive support requests, triage them, route them to the right queue, track priority and SLA posture, and reply to customers in a threaded conversation — the StretchSuite answer to Zendesk.

Every request lives as a ticket. Tickets move through a clear set of stages, belong to a queue, carry a priority, and keep a full reply thread so customer-visible status and internal operations stay in lockstep.

Key concepts

• Ticket — a single support request with a subject, message, status, priority, severity, category, requester, and reply thread.
• Status (stage) — where the ticket sits in your workflow: New → Triage → Open → Waiting on Customer → Waiting Internal → Resolved → Closed (plus Archived, a soft-delete).
• Priority — Low, Normal, High, or Urgent. Drives SLA scoring and the order tickets sort in.
• Severity — Standard, Elevated, or Critical. Describes impact, separate from how urgently you'll respond.
• Queue — a routing bucket (for example Account & Access or Client Success) with an owner team and a default priority.
• Thread — the running conversation on a ticket, built from client and agent replies plus recorded events.
• Knowledge base — your published support articles, categories, and product hubs — the answer base agents draw from and the content customers read on your help center.

Note: StretchSupport shows real records only. Dashboards and boards populate once actual tickets, queues, and knowledge-base content exist — empty states are expected on a brand-new workspace.

The StretchSupport workspace

A left-hand navigation rail switches between eight sections: Dashboard, Tickets, Queues, Intelligence, Support intake, Knowledge base, Ticket thread, and Create ticket.

• Dashboard summarizes ticket counts, open/waiting totals, high-priority load, active queues, and knowledge-base signals.
• Tickets is the board — every open ticket, arranged by status.
• Queues lists your routing buckets with their owner team, default priority, and open/total counts.
• Intelligence hosts the SLA radar and Triage assist.
• Support intake lists recent form submissions tagged as support that can become tickets.
• Knowledge base shows how many products, categories, and articles are published.
• Ticket thread is the conversation view for a single ticket.
• Create ticket opens a new request.

Your first 5 steps

1. Open StretchSupport from your StretchSuite workspace. It lands on the Dashboard, where ticket counts, open/waiting totals, high-priority load, and knowledge-base signals are summarized.
2. Click Create ticket in the rail and open a test request — give it a Subject and a Message, set a Priority, and submit. (See Creating a ticket and replying in the thread.)
3. Go to the Tickets tab to see your ticket on the board, organized into columns by status. Click a ticket card to open its detail view.
4. Open the Queues tab to review the routing buckets your tickets flow into — each shows its owner team, default priority, and open/total counts. Route your test ticket into one.
5. Visit Intelligence to preview the SLA radar and try Triage assist, which recommends a category, priority, sentiment, and drafted reply for a pasted message.

A realistic example

A customer writes in that they can't log in to their workspace. You click Create ticket, title it "Cannot access workspace after password reset," paste their message, set Priority: High, and submit. It lands in the New column on the board. You open it, route it to the Account & Access queue (which sets the owner team and a high default priority), then insert the Acknowledge and investigate macro as your first reply. The SLA radar now shows the ticket with an 8-hour target and a Healthy status. When access is restored, you set the status to Resolved and send the Resolution confirmation macro. A day later the customer submits a 5-star CSAT rating.

Tips

• Start on the Dashboard each day. The Waiting and High priority cards, plus the SLA radar, surface the tickets most at risk of breaching before they slip.
• Set Priority honestly — it directly sets the SLA target (Urgent 4h, High 8h, Normal 24h, Low 72h).
• Route early. A ticket in the right queue inherits the right owner team and default priority automatically.
• Use macros for first responses so every customer gets a fast, consistent acknowledgment.

FAQ

Do I have to fill in every field? No. Only a subject is required; everything else has a sensible default (status New, priority Normal, severity Standard, category general).

Where do tickets from my website go? Support-tagged form submissions appear under Support intake as candidates you can convert into tickets. See Connecting StretchForms and support intake.

Is the knowledge base the same as my public help center? Yes — published articles, categories, and product hubs are shared between the agent console and your customer-facing help site.