ServiFlow • Support Platform
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Dashboard
ServiFlow – role-based workspace
admin
—
Master Admin Dashboard
System-wide management & tenant oversight
Total Tenants
0
Active Tenants
0
System Health
100%
Recent Tenant Activity
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Admin Dashboard
Health & governance at a glance
Quick Admin
Common tasks
Open Tickets
0
SLA at Risk
0
CMDB Items
0
Resolved Today
0
AI
AI Insights & Trends
Powered by Claude AI - analyzing ticket patterns
Analyzing ticket patterns...
Active Trends
0
0 tickets affected
Critical Tickets
0
Click to view
Warning Tickets
0
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Tickets Analyzed
0
View all tickets
Click "Refresh" to analyze recent tickets and detect trends
Issue Categories
Customer Satisfaction Feedback
Average Rating
-
Total Feedback
0
Rating Distribution
5⭐0
4⭐0
3⭐0
2⭐0
1⭐0
Recent Feedback
| Ticket | Rating | Resolved By | Comment | Date |
|---|
Expert Dashboard
Your queue & SLA focus
My open
0
Due today
0
SLA at risk
0
AI-ranked tickets available for claim
| Score ⇅ | ID ⇅ | Title ⇅ | Customer ⇅ | SLA ⇅ | Action |
|---|
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| ID ⇅ | Title ⇅ | Date/Time ⇅ | Status ⇅ | SLA ⇅ |
|---|
✅
No tickets in queue
🤖 AI Insights
Analyzing your queue...
🖥️ Recent Assets
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💬 Live Chat 0
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Chat
0
0
My Requests
| ID | Title | Priority | Status | SLA |
|---|
What would you like to do?
Requests by Category
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My Profile
C
Your organisation
Personal Information
Email Preferences
Account Information
Tenant Management
Registered Tenants
| Company Name | Tenant ID | Status | Plan | Subscription | Created | Actions |
|---|---|---|---|---|---|---|
| Loading tenants... | ||||||
Create New Tenant
Edit Tenant
⚠️ Delete Tenant
Are you sure you want to delete this tenant?
This will deactivate the tenant and they will no longer be able to access the system.
Manage Subscription
Tenant Name
Current billable technicians
Current billable clients
Current Subscription
No subscription
Subscription Management
Total Revenue
$0
Active Subscriptions
0
Trial Conversions
0%
All Subscriptions
| Tenant | Plan | Status | Price | Next Billing | Users | Usage | Actions |
|---|---|---|---|---|---|---|---|
| Loading subscriptions... | |||||||
Create New Subscription
Billing Management
Monthly Recurring Revenue
$0
Pending Payments
$0
Churn Rate
0%
Average Revenue Per User
$0
Recent Transactions
| Date | Tenant | Description | Amount | Status | Invoice |
|---|---|---|---|---|---|
| Loading transactions... | |||||
Plan Management
Total Plans
3
Active Plans
3
Most Popular
Starter
Subscription Plans
Plans are displayed on the marketing pricing page. Changes here update the marketing site immediately.
| Order | Plan | Slug | Pricing | Features | Tenants | Status | Actions |
|---|---|---|---|---|---|---|---|
| Loading plans... | |||||||
Create New Plan
Basic Information
Used in URLs and API. Cannot be changed easily.
Pricing (AUD)
Typically 10x monthly (2 months free)
Feature Limits (-1 = unlimited)
Included Features
Select features included in this plan. These control feature gating in the app.
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Display Settings
Lower = first on pricing page
Currency Management
Total Currencies
0
Active Currencies
0
Base Currency
USD
Currency Exchange Rates
Prices are auto-converted from base currency (USD). Set exchange rates and rounding rules for regional pricing.
| Order | Code | Currency | Symbol | Exchange Rate | Round To | Status | Actions |
|---|---|---|---|---|---|---|---|
| Loading currencies... | |||||||
Regional Pricing
Set prices for each currency. Select a plan, calculate suggested prices, review/edit, then commit to save.
Workflow: Review the suggested prices below. Edit any values as needed, then click "Commit All Prices" to save.
| Currency | Rate | Suggested Monthly | Final Monthly | Final Yearly | Final Per User | Status |
|---|
System Overview
Total Tenants
0
Active Tenants
0
Master Users
0
Audit Entries
0
Recent System Activity
| Action | User | Details | IP Address | Time |
|---|---|---|---|---|
| Loading activity... | ||||
Email Processing
Email Processing Settings
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📧 Email Processing Not Configured
To enable real email processing, you need to configure IMAP credentials:
- Create a
.envfile in your project root - Add your IMAP settings (see
EMAIL_SETUP.mdfor details) - Restart the server
Example configuration:
IMAP_HOST=imap.gmail.com IMAP_PORT=993 IMAP_USER=your-support-email@gmail.com IMAP_PASSWORD=your-app-password IMAP_REJECT_UNAUTHORIZED=false
Test Email Processing
Tenant Email Settings
| Tenant | Domain | Email Processing | Actions |
|---|---|---|---|
| Loading tenant email settings... | |||
Plans & Upgrades
Your Current Plan
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Available Plans
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Upgrade Plan
Billing & Invoices
Current Plan
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Next Billing Date
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Monthly Cost
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Payment Method
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Invoice History
| Invoice # | Date | Amount | Status | Actions |
|---|---|---|---|---|
| Loading invoices... | ||||
My Company
Company Information
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-
-
-
Default SLA
0
Users in Your Company
Contact your company admin if you need user changes
| Name | Role | Status | |
|---|---|---|---|
| Loading users... | |||
Company Admin
Total Users
0
Active Users
0
Disabled Users
0
Manage Company Users
| Name | Job Title | Role | Status | Last Login | Actions | |
|---|---|---|---|---|---|---|
| Loading users... | ||||||
Monthly Reports
Generate Report
Report History
| Period | Tickets | SLA % | Status | Date |
|---|---|---|---|---|
| Loading... | ||||
Invite New User
Analytics Dashboard
Total Tickets
0
Open Tickets
0
Resolved Today
0
Avg Response Time
0h
Ticket Status Distribution
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Priority Breakdown
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Recent Activity
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🤖 AI Insights Dashboard
Tickets Analyzed
0
Total processed
Avg Confidence
--
AI accuracy score
Processing Speed
--
Average time per ticket
AI CMDB Suggestions
0
Pending review →
🚨 Active Insights & Alerts
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😊 Sentiment Distribution
📁 Top Categories
🔍 Root Cause Analysis
⚙️ Automated Actions
Total Actions
0
Active Actions
0
Executions (24h)
0
Actions
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Create Automated Action
Tickets
0 tickets
0 selected
| ID ⇅ | Title ⇅ | Date/Time ⇅ | Priority ⇅ | Status ⇅ | Assignee ⇅ | Customer ⇅ | SLA ⇅ |
|---|
Ticket
AI
AI Assistant
Analyzing ticket...
Analysis
Suggested Actions
Draft Response
Recommended Next Steps
Warnings
Title
Description
Priority
Status
Assignee
Due
Customer
Linked Item
Linked CI
SLA Details
—
Classification
Work Type
Execution Mode
System Tags
Reason (optional)
Activity Timeline
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💬 Chat Transcript
▼ Show
Related CMDB Items
0
AI Suggested Matches
Analyzing ticket for CMDB matches...
Loading linked items...
📦
No CMDB items linked to this ticket
Use "AI Match CMDB" to find related infrastructure
| Asset Name | Category | Customer | Matched By |
|---|
Linked Configuration Items
| Field Name | Value | Parent Asset |
|---|
🤖 AI Suggested CMDB Matches
0
Analyzing ticket for CMDB matches...
✨
No AI suggestions for this ticket
Click "Re-analyze" to search for CMDB matches
📚 Suggested KB Articles
0
Searching for relevant articles...
📚
No KB articles suggested yet
Click "Find Articles" to search for relevant knowledge
Link CMDB Item to Ticket
Search CMDB Items
Enter search terms to find CMDB items
Manage Experts
Showing 0 experts
| Real Name ▲ | Username | Location | Open Tickets | Last Login | Actions |
|---|
| Name | Invited | Expires | Status | Actions |
|---|
| Name | Username | Actions |
|---|
Expert Details
Account Info
Expert Type:
Username:
Account Status:
Email Updates:
Reference Code:
Open Tickets:
Account Statistics
Created By:
Updated By:
Created:
Updated:
Last Login:
System Settings
Time Zone:
Support Language:
Interface Language:
Security Level:
Ticket Permissions
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User Details
First Name:
Middle Name:
Last Name:
Screen Name:
Street Address:
City:
State/Province:
Postal Code:
Country:
Contact Number:
Location:
Department:
Email:
Manage Customers
| Name ⇅ | Company | Role | # Tickets ⇅ | SLA | 📧 | Actions |
|---|
Add Customer
Add Customer Company
Manage Companies
View, edit, and delete customer companies. Companies with active team members cannot be deleted.
| Company Name | Domain | SLA Level | Team Members | Actions |
|---|---|---|---|---|
| Loading... | ||||
Manage Ticket Permissions
Configure which tickets this expert can view and self-assign.
Current Permissions
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Add New Permission
Expert will see tickets containing this text in the title
🔐 Confirm Identity
Raw Variables contains sensitive configuration. Please re-enter your password to continue.
Asset Viewer
Exports all assets
| ID | Asset Name | Category | Brand | Model | Customer | Location | Status |
|---|
Asset Details
×
Select an asset to view details
CMDB Items
Showing 0 items
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| Customer | Asset Name ▲ | Category | Brand/Model | CIs | Tickets |
|---|
CMDB Item:
Customer
Category
Brand
Model
Location
CMDB ID
Comment
Loading configuration items...
No configuration items for this asset
Loading custom fields...
No custom fields defined for this category
Go to Admin Settings → CMDB Custom Fields to define fields
Asset Dependencies & Connections
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Outgoing Relationships (This asset...)
| Type | Related Asset | Category | Status | Actions |
|---|
No outgoing relationships
Incoming Relationships (Other assets...)
| Type | Related Asset | Category | Status | Actions |
|---|
No incoming relationships
🔗
No relationships defined
Click "Add Relationship" to link this asset to other CMDB items
Change History
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📜
No change history
Manage CMDB Types
CMDB Item Types
| Name | Description | CI Types | Status | Actions |
|---|
CI Types for:
| Name | Description | Status | Actions |
|---|
CMDB Management
Loading CMDB items...
| Asset Name | Category | Brand/Model | Customer | Location | CIs | Tickets |
Status | Actions |
|---|
📦
No CMDB items found
Use Import CSV or Add CMDB Item to get started
Usage & Limits
Users
0
of 0 allowed
Tickets
0
of 0 allowed
Storage
0
of 0 GB allowed
Usage Alerts
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Test Usage Limits
Click buttons to test usage limit enforcement
Company Profile
Email Ingest Rules
How it works: Emails from customer domains in your system will automatically create tickets.
If the sender email exists, a ticket is created for that customer. If the sender is new but their domain matches
an existing customer domain, a new customer account is created and a ticket is generated. Confirmation emails with
ticket links are sent automatically.
The shared mailbox or user mailbox to monitor for incoming tickets.
One-time setup required by your M365 admin:
- Create a mail-enabled security group in Exchange Admin and add the target mailbox
- Run in Exchange Online PowerShell:
New-ApplicationAccessPolicy -AppId "05c4ccac-2615-405f-af73-2ede3d344080" -PolicyScopeGroupId "YourGroupName" -AccessRight RestrictAccess - Save settings above, then click Test Connection to verify
System / Monitoring Senders
Purpose: Emails from these addresses will be treated as system/monitoring sources.
Tickets will be created under the "System" user instead of auto-creating customer accounts.
No system senders configured
Note: Built-in detection already handles common monitoring systems (Nagios, Zabbix, Datadog, etc.).
Use this list for exact sender addresses from your environment.
Expert Registration via Email
How it works: Staff members can self-register as experts by sending an email with subject
Register_Expert to your support inbox.
Their email domain must match the Tenant Domain below. A welcome email with login credentials will be sent automatically.
Only emails from this domain can register as experts. Example: if set to
apoyar.eu,
then john@apoyar.eu can register but john@gmail.com cannot.
Test Email Processing
Manually trigger email processing to check for new emails immediately (normally runs every 5 minutes)
Support Settings
When enabled, customers must accept or reject ticket resolutions via email.
If accepted, they'll be asked to provide a CSAT rating. If rejected, the ticket
will be reopened and the support team notified.
Bulk Ticket Processing
SLA Monitoring
Controls how often the system automatically checks for SLA breaches and generates notifications.
Minimum 60 seconds. Default 300 (5 minutes).
Bulk Operations
Controls batch processing for user-triggered bulk actions like running ticket rules.
These settings help prevent server overload when processing large numbers of tickets.
Minimum 3 seconds. Delay between processing each batch.
Maximum 10. Number of items to process per batch.
🔗 Integrations
Microsoft Teams
Manage tickets directly from Teams
Not Connected
Connected
⚠️ Requirements: Your Microsoft 365 tenant must allow custom Teams apps (sideloading).
This setting is managed by your IT administrator in the Teams Admin Center.
What we request: Only basic permissions to identify your organization (User.Read). We don't access your emails, files, or other data.
What we request: Only basic permissions to identify your organization (User.Read). We don't access your emails, files, or other data.
Features:
- Create tickets with
raise ticket: [description] - Check status with
status #123 - View your assigned tickets with
my tickets - Get AI-powered insights with
trends - Search CMDB items with
cmdb [search]
✓ Connected to: -
Connected on: -
Connected on: -
Email Domains:
Step 2: Install the bot in your Teams
Download the app package and install it in Microsoft Teams:
- Download the ServiFlow Teams app package
- In Teams, go to Apps → Manage your apps
- Click Upload an app → Upload a custom app
- Select the downloaded manifest.zip file
Slack
Manage tickets directly from Slack
Not Connected
Connected
Features:
- Create tickets with
/ticket create [description] - Check status with
/ticket status #123 - View your assigned tickets with
/ticket list - Switch modes with
/ticket mode - Get help with
/ticket help
✓ Connected to: -
Connected on: -
Connected on: -
Email Domains:
SMS (Twilio)
Manage tickets via text message
Not Connected
Connected
Features:
- Create tickets: text
new: [description] - View ticket: text
#123 - List tickets: text
my tickets - Switch modes: text
mode expertormode customer - Get help: text
help
Connect your Twilio number:
Connected: -
Connected on: -
Connected on: -
Test SMS:
More integrations coming soon: Email to Ticket, Webhooks...
⏱️ SLA Management
Business Hours Profiles
Define working hours for SLA calculations
| Name | Timezone | Hours | Days | Actions |
|---|---|---|---|---|
| Loading... | ||||
SLA Definitions
Define response and resolution targets
| Name | Response | Resolution | Business Hours | Actions |
|---|---|---|---|---|
| Loading... | ||||
Category SLA Mappings
Assign SLAs to ticket categories
| Category | SLA Definition | Status | Actions |
|---|---|---|---|
| Loading... | |||
🗃️ CMDB Custom Fields
Define custom fields for each asset category. These fields will appear when viewing or editing CMDB items.
Loading custom fields...
| Category | Field Name | Label | Type | Required | Order | Actions |
|---|
📝
No custom fields defined yet
Click "Add Field" to create custom fields for your CMDB categories
💳 Billing & Subscription
📋
Loading...
-
Active
⏳ Trial Period
Your trial ends in -
Current Plan
-
Billing Cycle
-
Next Invoice
-
Amount
-
Available Plans
Compare and upgrade your subscription
Loading plans...
Payment Methods
Manage your saved cards
No payment methods saved
Invoice History
View and download past invoices
| Date | Description | Amount | Status | Invoice |
|---|---|---|---|---|
| No invoices yet | ||||
Data Retention & Housekeeping
Plan: —
Log retention: — days
Closed ticket retention: — days
Last Run Results
| Table | Rows Pruned |
|---|
💬 Live Chat - Canned Responses
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Add Canned Response
📊 Monthly Reports
Auto-Send Configuration
Generate Report
Report History
| Period | Company | Tickets | SLA % | Recipients | Status | Sent |
|---|---|---|---|---|---|---|
| Loading... | ||||||
Raw Variables
Developer Mode
⚠️
Caution: Changes apply immediately
Direct access to system configuration variables. Incorrect values may break functionality. Only modify if you understand the impact.
Tenant Settings
Custom variables (editable, deletable)| Key | Value | Actions |
|---|
Email Ingest
System settings (editable)| Key | Value | Actions |
|---|
Company Profile
System settings (editable)| Key | Value | Actions |
|---|
Environment
Read-only (server configuration)| Key | Value | Actions |
|---|
Edit Variable
Add Variable
Must start with letter, only letters, numbers, underscores, dots allowed
Import Variables from JSON
Warning: This will update existing variables and create new ones. Environment variables cannot be modified.
Invite Expert
Send an invitation email to a new expert. They will receive a link to set their password and join the team.
Import Experts
Upload a CSV file to invite multiple experts at once.
Format: email, first_name, last_name, salutation (optional)
Format: email, first_name, last_name, salutation (optional)
| First Name | Last Name | Salutation |
|---|
Import Results
| Status | Message |
|---|
Raise a Request
Optional fields can be blank — the assistant will help fill them.
Tips
- Link a CMDB Item & CI for faster triage.
- Use Priority if impact is high or widespread.
- Attachments help experts diagnose issues.
Audit Log
Loading audit log...
| Timestamp | User | Action | Entity | Details |
|---|
📋
No audit log entries found
Notifications
0 selected
Loading notifications...
| Time ↓ | Severity | Type | Message | Ticket | Delivered | Actions |
|---|
🔔
No notifications found
System Control
⚠️
Testing Kill Switches
These controls disable system functionality for testing purposes. Use with caution in production.
Email Controls
Send Updates to Experts
Enable/disable email notifications to experts (ticket assignments, updates)
Send Updates to Customers
Enable/disable email notifications to customers (ticket status updates, responses)
Process Emails
Enable/disable inbound email processing (automatic ticket creation)
Process SLA Notifications
Enable/disable SLA breach checking and notifications
System Status
Loading system status...
Last Updated: —
Recent Setting Changes
| Setting | Old Value | New Value | Changed By | Time |
|---|---|---|---|---|
| No recent changes | ||||
📚 Knowledge Base
Total Articles
0
Published
0
Drafts
0
Merge Suggestions
0
| Title | Category | Status | Views | Helpful | Updated | Actions |
|---|---|---|---|---|---|---|
| Loading articles... | ||||||
New Article
Title *
Category *
Status
Content *
Tags (comma-separated)
Article
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Live Chat
💬
Need help?
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Quick questions to help us serve you faster:
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Complete Action
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New assignee
Bulk Action
Assign to Expert *
Action Note (applies to all selected tickets) *
Processing...
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📡 Mark as System Monitor
This will mark the ticket as a system/monitoring alert.
Optionally create a rule to auto-classify similar future tickets.
Optionally create a rule to auto-classify similar future tickets.
Ticket:
Rule Name *
Search Text (pattern to match) *
Tip: Use a keyword that appears in similar monitoring emails
Search In
Decline Resolution
We're sorry we didn't get it right. Please tell us what we missed so we can try again.
Why are you declining this resolution? *
Attachments (optional)
Supported: Images, PDF, Word, Text, Log files
Add Expert
Account Info
Username *
Email *
Password *
Role *
Status
Rating
Reference Code
User Details
Full Name
First Name
Middle Name
Last Name
Screen Name
Phone
Department
Location
Address
Street Address
City
State/Province
Postcode
Country
System Settings
Time Zone
Support Language
Interface Language
Security Level
Add CMDB Item
Asset Name *
Asset Category *
Category Field Value
Status
Brand Name
Model Name
Customer Name
Employee Of
Asset Location
Comment
CMDB Item Details
Import CMDB Items from CSV
Switch View Mode
Select a role to view the system as that user type. Choose a specific user to see only their tickets.
Add Business Hours Profile
Add SLA Definition
Resolution clock starts when ticket is first responded to.
Add Category Mapping
Category name (case-insensitive matching)
Add Custom Field
Internal name (no spaces, use underscores)
Display label shown to users
Enter each option on a new line
Lower numbers appear first
Add Relationship
This asset [relationship type] the target asset
🔍 Impact Analysis
Analyzing:
Analyzing dependencies...
0
Impacted Items
0
Max Depth
By Category
Impacted Items
✅
No downstream dependencies found
This asset has no items that depend on it
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