Getting Started with Twentu Support

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Welcome to Twentu Support

Twentu Support is a shared helpdesk for your team, letting you manage customer support tickets, route them by department, and track resolution — all from one place.

Key Features

  • Ticket Management — Create, assign, and resolve support tickets
  • Departments — Route tickets to the right team (Sales, Technical, Billing, etc.)
  • Canned Responses — Save common replies for quick use
  • Client Portal — Customers can submit and track their own tickets
  • Agent Settings — Set escalation levels and ticket limits per user
  • Reports — Track ticket volumes, response times, and resolution rates

Getting Started Checklist

  1. Create Departments — Go to Departments and add your support teams.
  2. Configure Agent Settings — Visit Agent Settings to set escalation levels for each user.
  3. Add Canned Responses — Save your most common replies under Canned Responses.
  4. Share the Portal Link — Enable the client portal in Settings and share your support URL.

User Roles

  • Agent — Can view and respond to tickets
  • Supervisor — Can manage tickets, agents, and departments
  • Admin — Full access including settings and reports

Navigation

  • Dashboard — Overview of open tickets and key metrics
  • Tickets — All tickets across the business
  • My Tickets — Tickets assigned to you
  • Departments — Manage support departments
  • Agent Settings — Configure per-user support settings
  • Canned Responses — Saved reply templates
  • Settings — Portal and notification settings