Dashboard
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By category
By assignee
Recent tickets
All tickets
Select tickets with the checkbox for bulk actions. Change assignee inline via the dropdown.
ID
Subject
Category
Assignee
Status
Priority
SLA
Log new ticket
AI triage auto-classifies and assigns based on content.
Settings
All portal configuration. Save when done.
General
Routing
Team
Email templates
M365
Portal identity
Shown in the portal UI, email headers, and footers.
From name on all outbound emails.
SLA and urgency
Tickets exceeding the response target are flagged overdue in red.
Tickets open past this threshold show as overdue.
Shown in acknowledgement emails.
Shown in M365/SharePoint canned response and available as {{helpPortalUrl}} in email templates.
Auto-close stale tickets
Open or pending tickets with no activity after this many days are automatically closed with an internal note. Set to 0 to disable.
Checked on every sync. 0 or blank disables auto-close.
Auto-routing rules
Keywords matched in subject and body, top to bottom. Leave keywords blank for the catch-all (must be last).
Keywords (comma-separated)
Category
Assignees (round-robin)
RR pos.
Team members
Members appear in the assignee dropdown. Outlook colour tag is applied to emails when assigned. Colour presets: 1=red 2=orange 3=blue 4=green 5=purple 6=teal 7=yellow 8=pink 9=grey.
Name
Email
Role
Outlook colour
Away
Acknowledgement email
Sent to the requester when a ticket is created from an inbound email.
Variables: {{ticketId}} {{requesterFirstName}} {{subject}} {{orgName}} {{teamName}} {{mailbox}} {{phone}} {{slaTxt}} {{portalUrl}} {{ticketUrl}} {{helpPortalUrl}}
Assignment notification email
Sent to the assignee when a ticket is assigned or reassigned.
Variables: {{ticketId}} {{assigneeFirstName}} {{subject}} {{requesterName}} {{requesterEmail}} {{senderDomain}} {{wordCount}} {{attachments}} {{category}} {{priority}} {{aiSummary}} {{originalMessage}} {{portalUrl}} {{orgName}} {{mailbox}}
Closure notification email
Sent to the requester when a ticket is closed or resolved.
Variables: {{ticketId}} {{requesterFirstName}} {{subject}} {{orgName}} {{teamName}} {{mailbox}} {{portalUrl}} {{ticketUrl}} {{helpPortalUrl}}
Microsoft 365 connection
Graph API settings for email sync, Outlook tagging, and SharePoint storage.
Admin step required: In Exchange Admin Centre, add each team member as a Full Access delegate on the shared mailbox to enable Graph API read/write access.
Auto-created on first login if it does not exist.
Quick responses
Pre-written reply snippets. Click any response when composing a reply to insert it.
Add new response
How this portal works
A guide for the Technology Committee team.
Email sync
The portal connects to the support@rotary9660.org.au shared mailbox via Microsoft Graph API. When you click Sync inbox (or every 60 seconds automatically), it pulls new emails and creates tickets.
Each email is auto-categorised using keyword rules (configurable in Settings > Routing) and assigned to a team member via round-robin within that category.
Each email is auto-categorised using keyword rules (configurable in Settings > Routing) and assigned to a team member via round-robin within that category.
Ticket lifecycle
Open → New ticket, needs attention.
Pending → Waiting on internal action.
Awaiting customer → Reply sent, waiting for their response.
Awaiting 3rd party → Blocked on an external party.
Resolved → Issue fixed, can be reopened.
Closed → Fully complete.
Pending → Waiting on internal action.
Awaiting customer → Reply sent, waiting for their response.
Awaiting 3rd party → Blocked on an external party.
Resolved → Issue fixed, can be reopened.
Closed → Fully complete.
Replying to tickets
Open a ticket, use the Reply tab to compose a response. Use the dropdown arrow next to "Send reply" to send and change the status in one step (e.g. "Send and await customer").
Quick responses are pre-written templates you can insert from the dropdown when composing a reply. Manage them under Quick responses in the sidebar.
Quick responses are pre-written templates you can insert from the dropdown when composing a reply. Manage them under Quick responses in the sidebar.
Reply threading
When a requester replies to their acknowledgement email, the ticket ID in the subject line (e.g.
[T-0001]) links their reply back to the original ticket. Their response is added as a note and the ticket is reopened if it was awaiting customer response.
Outlook tagging
When a ticket is assigned, the original email in the shared mailbox is automatically tagged with a colour-coded Outlook category (e.g. "Assigned: Keiran") and marked as read.
SLA tracking
Each ticket shows how much time remains against the response target (default: 48 hours). Overdue tickets are highlighted in red on the dashboard and ticket list. The target is configurable in Settings > General.
Team and routing
Team members are managed in Settings > Team. Each member can be marked as "Away", which skips them in the round-robin assignment.
Routing rules match keywords in the email subject and body, top to bottom. The last rule (with blank keywords) is the catch-all. Assignees within each rule are rotated in round-robin order.
Routing rules match keywords in the email subject and body, top to bottom. The last rule (with blank keywords) is the catch-all. Assignees within each rule are rotated in round-robin order.
Data storage
Tickets are stored in a SharePoint List (SupportTickets) on the district's M365 tenant. The list is auto-created on first login. Settings are stored in your browser's localStorage.
The portal is a volunteer-run tool. Our team are all volunteers, so please be patient while we work through requests.
The portal is a volunteer-run tool. Our team are all volunteers, so please be patient while we work through requests.