Build a support desk where selected email addresses issue permanent ticket numbers, teams own explicit resolution states, customer context stays permission-aware, and AI can help without bypassing review.
The conversation, related account, prior incidents, product notes, evidence, ownership, and response history stay together.
A support ticket is still a real conversation. BuildWithHQ keeps messages in Conversations, then lets Universal Inbox add the durable ticket key, attention, ownership, SLA, priority, resolution state, and stale-context protection needed by a technical support team.
An account owner checks Ticketing only for inbound addresses that represent a support promise. General-purpose email channels keep their normal Inbox behavior.
The first conversation activity atomically receives a
mailbox-scoped key such as SUP-000123. Retries and
later replies retain the same key.
Move work through New, Open, Waiting on customer, Waiting internally, Snoozed, Resolved, and Closed. A new reply reopens completed work.
Use existing assignee, team queue, priority, follow-up, and SLA behavior so ticket work appears in the same attention system as other inbound responsibilities.
Relate tickets to contacts, subscriptions, products, files, assets, and custom records while every read still applies tenant, role, location, and field security.
Let AI classify, summarize, retrieve permitted knowledge, and prepare responses. Customer-facing or material actions follow policy, approval, and ActivityVersion checks.
The browser calls a typed server API. Reviewed stored procedures enforce identity and scope, atomically allocate ticket numbers, and preserve ActivityVersion. Provider credentials, database access, secured retrieval, and delivery remain server-side.
Choose the product pattern closest to your market, then tailor its data model, screens, AI behavior, integrations, permissions, workflows, and positioning.
Choose which address creates tickets, define the team and service-level workflow, connect the customer context, then make every resolution traceable from first email through final reply.