Every request on the record. Every promise on a clock.
A ticket here is not a row in an inbox. It is a work item with a lifecycle, response-time targets that only count working hours, an escalation path that fires before a breach, and the customer's whole history one glance away.
Six statuses. One honest trail.
A ticket moves New, Open, Pending, On Hold, Solved, Closed. Closed is immutable, and every change along the way is a restorable version.
- New / Open / Pending / On Hold / Solved / Closed. Closed is immutable.
- Illegal status moves are caught: the board snaps the card back and explains why; workflow guards apply to humans and automations alike.
- Every change to an item is an immutable version with restore; the restore itself becomes a new version.
- Internal notes stay team-only and are never exposed to customers.
The clock only runs while the ball is in your court.
Policies set per-metric, per-priority targets in minutes. Business hours pause the countdown out of hours, waiting on the customer pauses it too, and escalation steps warn before the breach.
Pauses, escalations and met/breach stamps come from an append-only clock trail - the SLA history cannot be edited after the fact.
- SLA policies set targets in minutes, per metric and per priority; metrics are first response, resolution and next response.
- Business hours are a weekly grid plus holidays; only working time counts - the countdown pauses at close and resumes at open. A schedule with no open hours means "never due", not an instant breach.
- The clock pauses while you wait on the customer; agent replies, solves and pending states stop or pause clocks.
- Escalation steps fire either at a percentage of the time window (e.g. at 80%) or minutes after a breach, and notify specific people and/or all org admins. A background sweeper checks the clocks.
- SLA badges on the item show each target as running, met or breached, with the due time.
The request and the work it causes never lose each other.
An email becomes a ticket, spawns an engineering task, and both live on the same board and dashboards - no copy-paste between a help desk and a project tool.
- Tickets, tasks and issues live on one board, one engine: a customer email becomes a ticket, spawns a task for engineering, both land in the same dashboards.
- Typed, directed links between items - blocks, is blocked by, relates to, duplicates, parent of, child of - drawn as arrows on the board with a link badge and colored spine.
- Team routing with optional team isolation; a Re-route action re-runs assignment rules.
- The AI reads new items and suggests priority, type and routing as an informational chip - a person makes the change. See the assistant
Boards, ordering and the automation rules behind them live on Tasks
Work the queue without losing the person.
A prioritised list of everything waiting, and beside each conversation the whole customer: their other tickets, their chats, one timeline that follows them across channels.
- The Support queue is the triage list: filter by kind, status, assignee, "Assigned to me", "Unassigned"; free-text search; filters persist in the page address.
- The unified inbox fuses tickets and live conversations into one prioritised stream, with the channel each item came in on.
- Client 360: the customer's other tickets, chats and timeline sit beside the conversation; identity merge keeps one person on one timeline across channels.
The same good answer, a hundred times, without typing it twice.
A macro drops in a canned reply with the customer's own details filled in, and can set fields in the same move. Select many tickets and act on all of them at once.
- Macros: one-click canned replies with merge variables like {{contact.name}} and {{ticket.number}}; a macro can bundle actions (insert the reply AND set status or priority).
- Bulk actions across selected tickets: set status, assign to me, set priority, apply a macro, add the same comment.
- Macro scopes: personal, brand, organization.
A macro can set fields, but a person sends the reply.