Getting started with Service & Support

#How the module is organized

Customer Tickets and Internal Tickets are the two ticket queues; Incidents and Problems follow ITIL-style incident/problem management; Change Requests gate risky changes behind approval. Agent Groups and Agent Group Members route work; Business Calendars, Holidays, and Escalation Rules drive SLA timing; Canned Responses speed up replies.

#Where to start

1. My Tickets and My Assigned show an agent’s own queue — start there day to day, not the full ticket list.
2. Config Items and CI Relationships model the assets/services a ticket can be linked to.
3. Escalation Rules only fire correctly if Business Calendars and Holidays are set up for the right region.
4. RMAs (Rmas) handle product returns tied to a support case, distinct from a Sales Return.