Support portal upgrades: SLA tracking, satisfaction ratings, macros, and more

Over the past several weeks the support portal has received a focused set of improvements across SLA management, customer satisfaction, internal workflows, file handling, and search. Here's what changed.

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Business-hours SLA tracking

Support SLA timers now run on business hours, not calendar hours. A ticket opened at 4 pm Friday counts against Monday morning's clock — not over the weekend.

Admins configure business hours and per-priority thresholds under Support → SLA Settings:

• Set open hours for each day of the week (or mark a day as closed)
• Set response-time thresholds separately for Low, Normal, High, and Urgent priority tickets
• Choose the timezone that the schedule runs on

Each active ticket displays a business-age indicator and an SLA status — On track, Watch, Aging, or Overdue — so nothing slips without notice.

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Customer satisfaction ratings

When a ticket is resolved or closed, customers can rate their experience on a 1–5 star scale and leave an optional comment. Ratings are voluntary and only available after resolution.

Satisfaction data is visible to admins in two places:

• Individual ticket — the rating and comment appear in the ticket sidebar
• Support → Analytics — a 30-day aggregate view with score distribution, per-organization breakdowns, and recent comments

The analytics page also shows the satisfaction rate (ratings received vs. tickets resolved) alongside average rating.

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Response macros

Frequently used replies can now be saved as macros. Admins manage macros under Support → Macros — each macro has a label, body text, and a display order. Active macros appear in a quick-insert menu inside the reply composer, so support staff can drop in a pre-written response and then edit it as needed.

Macros can be toggled active or inactive without deletion, making seasonal templates easy to manage.

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Drag-and-drop file uploads

Both customers and support staff can now attach files by dragging them directly into the reply composer. Click-to-upload still works too. Supported file types: PNG, JPG, PDF, TXT, CSV, LOG. Maximum size: 10 MB per file.

Admins can mark attachments as internal — internal attachments are visible to support staff only and never shown to the customer.

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Virus scanning on all uploads

Every uploaded file is scanned before it reaches storage. Infected files are rejected immediately with a clear error message — they never land in the ticket or S3. Files that pass scanning are marked Clean and files where scanning is unavailable are marked Skipped (still downloadable). Infected files cannot be downloaded even if they somehow reached the database.

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Full-text ticket search

The admin ticket list now supports full-text search across ticket subjects, message bodies, organization names, and submitter email addresses. Type into the search bar at the top of the Tickets page — results update in real time with a 300 ms debounce.

Customer-facing ticket search works the same way within the customer's own tickets.

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Inline image preview

Image attachments (PNG, JPG) now show a thumbnail preview directly inside the message thread, so support staff can see screenshots without downloading them first. Click the image to download the full-resolution file.