What is Supportomation?
Supportomation is an AI-powered support ticket management system that automatically processes client emails, creates JIRA tickets, and assigns them to the right team members. It combines intelligent email analysis with project management tools to streamline your support workflow.
Tip
Who is this for? Supportomation is designed for support teams, developers, and project managers who handle client communications and track development work.
How It Works
Email Processing
When a client sends an email to your support address:
- Email arrives via Gmail integration (polled every 10 minutes)
- Domain matching identifies which project and client the email belongs to
- AI analysis classifies the email as either an Activity (question) or Development issue (bug, feature request, etc.)
- Automatic routing assigns the ticket based on AI confidence:
- High confidence (90%+) — automatically creates a JIRA ticket and assigns a developer
- Medium confidence (70-89%) — creates a JIRA ticket but flags it for human review
- Low confidence (below 70%) — requires a human to review and decide
- Confirmation email is sent to the client with a ticket reference number
Ticket Types
| Type | UI Label | Description | JIRA Ticket? |
|---|---|---|---|
| Activity | Blue badge | Questions and general inquiries | Never |
| Development | Orange badge | Bugs, feature requests, updates | Based on AI confidence |
Resolution
When development work is completed in JIRA, Supportomation can automatically (or manually) send a resolution email to the client, closing the loop.
Key Features
- AI-powered email classification with confidence scoring
- JIRA integration for development ticket tracking
- Role-based access for Admin, Lead, and Member roles
- Client management with project-based organization
- Implementation tracking with List, Timeline, and Kanban views
- Spam detection with pattern learning
- Rich text editor with image paste and file attachments
- Dark mode support
- In-app notifications with real-time updates
- Weekly summary emails for team members
- Localization in English, Spanish (Mexico), Hindi, Ukrainian, and Vietnamese
Navigation
The app sidebar provides access to all major sections:
- Dashboard — Overview of pending actions, recent tickets, and stats
- Tickets — Browse, search, and manage all support tickets
- Team — Manage team members, responsibilities, and workload
- Clients — Manage client organizations and access groups
- Projects — Configure email domains, Gmail OAuth, and JIRA settings
- Implementations — Track project implementations with tasks and templates
- Settings — System configuration (Admin only)
Next Steps
- Roles & Permissions — Understand what each role can do
- Logging In — Get started with your account
- Dashboard — Learn about the main dashboard
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