SLA clocks on every ticket
Response and resolution targets on every ticket, with what is past due and what is escalated in plain view.
How it works: SLA clocks on every ticketHelpdesk & ticketing
Tickets that answer
to an SLA.
A service desk for your IT team: every ticket against its SLA, handed out by the rules you set, escalated before it slips, and closed with the cause on record.
What it does
Helpdesk & ticketing, in detail
Auto-assign by your rules
Unassigned tickets go to the right people automatically, by the rules you set, or you assign them by hand.
How it works: Auto-assign by your rulesAn escalation matrix
Decide who hears about a late ticket and when: the assignee, their manager, dispatchers or administrators, level by level.
See it in the tour: An escalation matrixTickets from email, WhatsApp or the API
Besides the console, tickets can arrive by email, by WhatsApp or through the tickets API, each matched to its sender and logged.
Root causes and repeat failures
Closures can require a root cause, and equipment that keeps breaking down is listed, so you fix the cause, not the symptom.
See it in the tour: Root causes and repeat failuresSLA performance at a glance
Tickets past their resolution time, and the share closed on time over the last 30 days, on the operations dashboard.
See it in the tour: SLA performance at a glanceGetting started
Up and running in three steps
- Set your SLAs and rulesResponse and resolution targets, who tickets go to, and who hears when one slips.
- Take tickets inFrom the console, email, WhatsApp or the API, each one against its SLA.
- Close with the causeEscalations surface before targets slip; closures record why it broke.
Plans
Which plans include it
- Service tickets & SLAFreeStarterGrowthEnterprise
- Alerts & automation rulesFreeStarterGrowthEnterprise
Straight from the live plan catalogue, the same rules the product enforces. Compare plans and prices
From the Help Center
Questions
How do service tickets and SLAs work?
Raise a service ticket against equipment; its SLA clock tracks response and resolution targets. Auto-assign routes it to a suitable engineer, and breaches are surfaced so you can act before they slip.
How do I dispatch or assign an engineer?
From a ticket, use Auto-assign to route it to the best-matched engineer, or assign manually. The engineer sees the job, updates its status in progress to resolved, and logs the work done.
How do I schedule automated reports?
Set up a scheduled report in the Reports area: choose the report, the recipients and the cadence. The scheduler re-resolves the creator's data scope at every run, so a recipient never receives more than the creator is allowed to see. Scheduled delivery needs mail configured and export rights.
Try helpdesk & ticketing on your own setup
Start a free trial, or book a demo and we will walk you through it.