Support & Ticketing

S3Suite includes a built-in customer support system. Embed a support widget on your product's website, let customers submit tickets, and manage everything from your S3Suite dashboard. Support ticketing is enabled by default for every new organization - no setup required to start receiving tickets.

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Embedding Support on Your Website

You can add the S3Suite support widget to your website in three ways:

Option 1: iFrame Embed

1. Go to Project Settings → Support Widget
2. Copy the embed code
3. Paste it into your website's HTML where you want the support form to appear

The widget renders inside an iframe and inherits a clean, minimal design.

Option 2: Direct Link

If you do not want to embed anything, use the direct link provided in the Support Widget settings. Share this link with customers - it opens the support form in a standalone page.

Option 3: Build Your Own Form

If you want full control over the design, use the provided API endpoint to submit tickets from your own custom form. The settings page provides the details you need.

Tip: The iFrame option is the fastest to set up. The direct link works well for email signatures or QR codes on product packaging.

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How Customers Submit Tickets

From the customer's perspective:

1. They open the support form (via your website widget or direct link)
2. They fill in their details - name, email, description of the issue
3. They submit the form
4. They receive:

- A ticket number for reference - A portal link where they can track their ticket

That is all they need to do. No account creation required.

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Customer Portal

Every ticket generates a unique portal link. When customers visit their portal:

• They see the current status of their ticket
• They can read replies from your team
• They can add more information or respond to questions

This keeps customers in the loop without requiring back-and-forth emails.

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Team Workflow

On your side, all tickets appear in the S3Suite dashboard.

Managing tickets:

1. Go to Operations → Technical Support
2. See all open tickets, sorted by date
3. Click a ticket to view the full conversation
4. Type your reply and send

What happens when you reply:

• Your response is emailed to the customer automatically
• The customer can reply to that email, and their response appears in the ticket thread
• This bi-directional email flow means customers do not need to visit the portal unless they want to

Closing tickets:

• When an issue is resolved, click Close on the ticket
• Closed tickets remain in your history for reference

Note: Tickets are linked to projects, so your team always has the right context when responding.

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Cross-Team Visibility

Tickets submitted through the org-wide widget that do not carry a project code or matching device serial land in an Unassigned Inbox for triage:

• Org Admins can read the inbox and route each ticket to the right project from a dropdown
• Engineers, Production Managers, and Operations have read-only visibility to the unassigned inbox so field issues stay visible during debugging and production triage
• Once routed, the ticket moves into that project's Operations -> Technical Support queue

This means a recurring field issue surfaces immediately to the people most likely to recognize it - the engineer who designed the board, the production manager who shipped the batch, the operations engineer who handles RMAs - without waiting for an admin to triage first.

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Anti-Spam Protection

The support widget includes built-in protections to prevent abuse:

These protections work automatically. No configuration needed.