Feature • Support & SLA

Every Case in One Queue, Every Reply on Time

Bring support cases from every channel into one list, assign them to the right person and track SLA times automatically.

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Everything your support team needs

Cases from email

Messages to your support mailbox are turned into cases automatically.

Cases from web forms

Forms on your website create cases with a default status and priority.

Entitlements

Account-level SLAs and monthly case allowances for contract customers; the entitlement takes precedence over the priority policy.

SLA policies

First-response and resolution times per priority; breaching cases are flagged automatically.

Assignment rules

Cases are routed to the right team or person by rules.

Reply from the case

Reply emails are sent straight from the case record and kept in its history.

The life of a case

1A case comes in
Created from email or a web form; phone requests are logged manually.
2It is assigned and prioritised
Assignment rules route the case to the right person.
3The SLA clock runs
Response and resolution times are tracked automatically.
4Answered and resolved
The team replies from the case and closes it.

SLA status on the case screen

Time left for first response and resolution is shown next to the case; a warning appears as the deadline nears and a breach flag when it passes.

CRModular support case: priority, status and remaining SLA time

Replying from the case

Send the email with Reply to Customer from the case screen; the reply is stored in the case history and the first-response timer stops.

Frequently asked questions

Which channels can we receive cases from?

Email (via an IMAP connection or email forwarding) and web forms on your website. Phone requests can be logged manually.

How do SLA breaches show up?

Cases with an SLA policy are tracked automatically; overdue cases are flagged as breached.

Can we see support performance?

With the support summary and the report builder you can monitor open cases, priority distribution and SLA status.

Is the application available in English?

The CRModular application interface is currently in Turkish. This website and its documentation are available in English, and menu names in our help articles are shown in Turkish with an English explanation.

Bring support into one queue

Let’s set up the case queue and SLA tracking together in a live demo.

Request a Demo

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