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SAC Module Documentation
EnterpriseEnterprise module
sac is part of the HedHog Enterprise offering and requires a commercial license. Only the Core module is Open Source. Request a quote →
SAC is the customer support module: it opens tickets from the website form, from e-mail and from WhatsApp, tracks them against an SLA, and replies through the channel the customer used.
Inbound e-mail is read over IMAP, which requires no MX change, and replies are addressed as `<protocol>@<reply-domain>` so a customer answer lands back in the right ticket.
An AI layer drafts replies for the agent to review, refine in plain language, or send — never on its own.
Submodules
9
HTTP endpoints
44
MCP tools
0
Source root
libraries/sac/src
Every channel converges on one pipeline: a source (IMAP mailbox or provider webhook) persists the raw message, a queue job interprets it, a resolver finds the ticket or opens one, and the reply leaves through the transport that matches the channel kind. Persisting before interpreting is what makes ingestion reprocessable; the raw log also records what was discarded and why.
tickets
Owns the ticket lifecycle: creation from every channel, status transitions, assignment, SLA clock, satisfaction rating, and the public tracking page.
channels
Defines where tickets come from and how replies leave: kind, public submission, CAPTCHA, notification recipients and reply domain.
mailboxes
Monitored e-mail addresses read over IMAP, turning incoming mail into tickets without changing the domain MX.
whatsapp-sources
WhatsApp numbers that open tickets, across the Meta Cloud API and the Evolution API, several per integration profile.
inbound-log
Raw record of everything that arrived through the channels, including what was discarded and why.
ai-suggestions
AI reply drafts for the agent, refinable in plain language and never sent without a human confirming.
sla-policies
First-response and resolution targets per priority, with pause on waiting-customer and a scheduled sweep that flags breaches.
categories
Ticket classification tree, with default priority, default assignee and its own SLA policy per branch.
dashboard
Aggregates for the support dashboard: volume, SLA compliance, agent performance and satisfaction.