Create departments, secure attachments and operate plan-based ticket entitlements.

Create departments

1. Create clear customer-facing departments such as Sales, Billing and Technical Support.
2. Assign notification addresses and authorized staff roles.
3. Configure statuses, priorities, escalation and closure rules.

Apply plan entitlements

Attach the ticket allowance to the active service plan and evaluate it when a ticket is opened. Count only the period and statuses defined by the commercial policy. Show the customer the allowance, current usage, reset date and upgrade path before rejecting submission.

Secure attachments

• Store uploads outside executable web paths.
• Validate size, extension, MIME type and ownership.
• Generate server-side filenames and preserve the original name only as metadata.
• Scan files when antivirus integration is available.