Support quickstart

Touchbaze Support is a customer support desk that shares an account with Touchbaze Engage. This guide covers signing in, tickets and SLAs, roles, industry provisioning, CRM sync, inbound email and escalation from Engage.

Signing in

Support uses the same account and single sign-on as Engage. If your team already uses Engage, open Support from the product switcher — there's no separate login, and your workspaces, contacts and team members carry over.

Tickets

Every support request becomes a ticket with a status, priority, owner and full history. Tickets can be created:

• By an agent, from the Support inbox
• From inbound email (see below)
• By escalating an Engage conversation
• Through your CRM sync

Use statuses to track progress (for example open, pending and resolved) and internal notes to discuss a ticket without the customer seeing it.

SLAs

SLA policies set response and resolution targets per priority.

1. Open Settings → SLA policies and create a policy.
2. Set a first response and resolution target for each priority.
3. Choose business hours, so targets pause outside working time.

Tickets approaching a breach are highlighted in the queue, and breaches are recorded for reporting.

Roles and access

Support uses need-to-know, role-based access:

Give each person the lowest role that lets them do their job.

Domain provisioning

Support ships with industry templates that set up ticket fields, categories and SLA defaults for your vertical — E-commerce, Insurance, Healthcare, Education, Telecom, Real estate and Fintech.

1. Open Settings → Domain catalog.
2. Choose your industry and select Provision.
3. Review the fields it adds, and rename or remove any you don't need.

You can provision a domain at any time; existing tickets keep their data.

CRM sync

Keep contacts and ticket history in step with your CRM. Push contact updates from your CRM with an API key:

curl -X POST https://app.touchbaze.io/api/support/contacts \
  -H "x-api-key: $TOUCHBAZE_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "externalId": "crm-10482",
    "name": "Priya Sharma",
    "email": "priya@example.com",
    "phone": "+919876543210"
  }'

externalId is your CRM's record ID. Sending the same externalId again updates the existing contact rather than creating a duplicate.

Inbound email

Each workspace has a unique Support forwarding address, shown under Settings → Email. Forward your existing support mailbox (for example support@yourcompany.com) to it, and every email becomes a ticket. Replies from Touchbaze go out from your address, so customers see a consistent sender.

Escalating from Engage

When a WhatsApp, Instagram or Messenger conversation needs tracking, an SLA or a specialist, select Escalate to Support in the Engage inbox. Touchbaze creates a ticket linked to the conversation, with the full message history, contact and channel attached — nobody needs to copy anything across, and the customer doesn't have to repeat themselves.

Hosting

Like Engage, Support is fully hosted. You only host code for your own integrations — such as a CRM sync job — and it can run anywhere that makes HTTPS requests.

Back to the documentation overview, or start with the Engage quickstart.