Support Ticketing System with SLA Management

[joaodibba]

I'd like to request the addition of a Support Ticketing System within Huly, ideally with SLA (Service Level Agreement) tracking capabilities. This would be incredibly valuable for teams handling customer service, internal IT support, or client success workflows.

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Problem Statement
Currently, Huly provides strong project and task management features, but it lacks a way to handle support requests or track SLAs. Managing client or internal issues through standard task boards leads to confusion around priorities, deadlines, and communication history.

Proposed Features

1. Support Tickets Module

   • Dedicated board or view for managing support requests
   • Ticket submission form (internal and/or client-facing)
   • Ticket fields: subject, description, priority, requester, assignee, etc.
   • Ticket lifecycle: New → In Progress → Waiting on Client → Resolved → Closed

2. SLA Tracking

   • Define SLA rules based on ticket priority (e.g., high = 4h response, 24h resolution)
   • Countdown timers on tickets
   • SLA breach alerts/notifications

3. Client Interface

   • Public portal for clients to submit and track tickets
   • Email notifications on updates
   • Option to restrict client access to only their own tickets

4. Reporting & Insights

   • Ticket volume trends
   • SLA compliance rates
   • Response and resolution time reports

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Benefits

• Centralized and transparent support management
• Improved accountability and response/resolution performance
• Scalable for both internal and external teams

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Potential Implementation Ideas

• As a separate module or template type (like a "Support Project")
• Reuse core task functionality with custom views/filters
• Webform or API-based ticket creation

Thank you for considering this! Happy to help with further feedback or testing.

[huly-github-staging]

Connected to Huly®: UBERF-10339