🎫 Study Room Support Mode

Turn any study room into a modern, self-contained helpdesk. Handle customer inquiries via email-to-ticket, manage them with an agent queue, and empower your team with canned responses, SLA tracking, and room knowledge base search.

🎫 Helpdesk⏱️ SLA📚 Knowledge Base✉️ Email Integration

🎯 Overview

Support Mode transforms a study room into a fully-functional helpdesk. When enabled, the room gains a dedicated Support tab with a ticket queue, agent tools, and customer-facing ticket tracking. Inbound email is automatically converted into support tickets, and agents can reply directly from the room — replies are sent to the customer via email with proper threading.

Who can use it? Room owners can enable Support Mode from room settings. Moderators become support agents. Members can submit tickets and track their own requests. Platform admins can also toggle support from the admin dashboard.

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Email-to-Ticket

When someone emails the room's address, a support ticket is automatically created. Replies thread correctly with existing tickets. Guests without accounts can submit tickets too.

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Agent Queue

Moderators and owners see all tickets in a filterable queue. Sort by status, priority, or assignee. Assign tickets to specific agents.

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Internal Notes

Agents can add private notes visible only to other agents. The customer never sees these. Perfect for collaboration between team members.

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Post Escalation

Any room post can be escalated to a support ticket by an agent. The post remains visible and the ticket links back to it.

🚀 Getting Started

Enable Support Mode in three simple steps:

Navigate to room settings. Open your study room and go to Settings → Features. Find the "Support Mode" toggle and turn it on.

Configure sub-features. Once enabled, you can turn on Email Ticketing (inbound email creates tickets), Guest Posts (tickets appear in the room feed), Auto-Reply (automatic response to new tickets), and Agent Email Signature.

Share the room email.The room's email address is displayed in the Support settings. Share it with your customers so they can submit tickets. Support rooms always use the @notaemail.com domain.

Tip: Add moderators to your room — they automatically become support agents who can manage tickets, reply to customers, and add internal notes.

🔄 Ticket Lifecycle

Tickets follow a standard helpdesk workflow. Here's how a ticket moves through the system:

OPEN→IN PROGRESS→WAITING FOR USER→RESOLVED→CLOSED

OPEN — New ticket, waiting for an agent to pick it up.
IN PROGRESS — An agent is actively working on it. First response SLA timer is recorded.
WAITING FOR USER — Waiting for the customer to reply with more information.
RESOLVED — The issue has been addressed. A CSAT survey email is sent to the customer.
CLOSED — Final state. Tickets that were resolved and have no further activity auto-close after the configured period.

Auto-reopen: If a customer replies to a RESOLVED or CLOSED ticket via email, the ticket automatically reopens to IN PROGRESS — so nothing falls through the cracks.

🛠️ Agent Tools

The Support tab gives agents a powerful set of tools to work efficiently:

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Categorization

Categorize tickets as Account, Billing, Technical, Content, Feedback, or Other. Filter the queue by category.

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Priority Levels

Set priority to Low, Medium, High, or Urgent. Higher-priority tickets are sorted to the top of the queue.

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Canned Responses

Create and use pre-written responses grouped by category (Greeting, Troubleshooting, Billing, Closing). Insert with one click and use placeholders like {{ticket.subject}}.

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File Attachments

Attach files to your replies. Uploaded files appear as attachment pills below the reply editor with easy removal.

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Collision Detection

When multiple agents view the same ticket, you'll see a "👀 Agent also viewing" indicator — no more stepping on each other's toes.

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Room KB Search

Search your room's own knowledge base — Notaepedia articles, Bookshelf works, and posts — directly from the ticket view. Insert relevant content into your reply with one click.

⏱️ SLA Management

Service Level Agreements help you set response time expectations and track performance:

Priority	First Response	Resolution
URGENT	1 hour	4 hours
HIGH	4 hours	24 hours
MEDIUM	8 hours	72 hours
LOW	24 hours	168 hours

These are the default SLA windows. Room owners can override them with custom first-response and resolution targets from the Support settings page. An SLA timer appears in each ticket's header showing remaining time (⏱️ due in), approaching status (🟡), or breach (🔴).

⭐ Customer Satisfaction & Automation

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CSAT Surveys

When a ticket is resolved or closed, the customer automatically receives a one-click emoji rating email (😞 😐 🙂 😄). Their rating is stored on the ticket and visible to agents.

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Auto-Close Stale Tickets

Tickets in WAITING FOR USER or RESOLVED status with no activity for the configured number of days are automatically closed. Defaults: 7 days for WAITING, 14 days for RESOLVED.

✉️ Email Integration

Support Mode deeply integrates with the room's email system:

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Inbound Email → Ticket

Emails sent to the room's address are automatically converted into support tickets. Guest users without NotaeLibrary accounts can still submit tickets via email — their name and email are stored on the ticket.

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Agent Replies via Email

When an agent replies to a ticket, the reply is sent to the customer via email with proper threading. The agent's signature (configurable per room) is appended automatically.

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Email Threading

Customer replies to agent emails are threaded back to the correct ticket — no duplicate tickets are created. The system matches on In-Reply-To and References email headers.

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Guest Registration Linking

If a guest who submitted tickets later registers with the same verified email, all their previous tickets are automatically linked to their new account.

❓ Frequently Asked Questions

Can I have multiple support rooms?

Yes! Each study room can independently enable Support Mode. This is ideal for enterprise customers who want separate helpdesks for different products or departments.

Do members see each other's tickets?

No. Members can only view their own tickets and track their progress. They cannot see other members' tickets or internal agent notes.

What happens when a guest later registers?

All tickets submitted by that guest email are automatically linked to their new user account upon email verification. The guest email and name fields are cleared, and the tickets appear in their account.

Can I customize the email domain?

Support rooms are locked to @notaemail.com to ensure reliable email routing and threading. The email domain cannot be changed while Support Mode is enabled.