Track every request with
built-in ticketing

Tickets are created automatically from inbound emails, converted from live chat conversations with one click, submitted via a contact form on your website, or created manually by an agent on behalf of a customer. Every channel lands in the same queue.

Four priority levels — Low, Medium, High, and Urgent — let your team triage the queue at a glance. Urgent tickets are visually highlighted in the inbox so nothing critical gets buried under routine requests.

Five statuses track the exact stage of every ticket: Open (new, unassigned), In Progress (agent working on it), Waiting (pending customer reply), Resolved (answer sent), and Closed (confirmed complete). Customers are notified by email at each status change.

Tag tickets with custom labels (e.g. Bug, Refund, Feature Request, Onboarding) to categorize issues and filter the queue by topic. Labels drive automation rules and report breakdowns by ticket type.

Any live chat conversation can be converted to a ticket in one click. The full chat transcript, visitor info, and timeline are attached automatically. No copy-pasting, no lost context when handing off to a specialist.

Every action on a ticket is logged in chronological order: replies sent, status changes, reassignments, notes added, and file attachments. The complete audit trail is visible to all agents and searchable by date or action type.

Assign any ticket to a specific agent or a team group. Agents see their personal queue separately from the shared inbox. Managers can view the full queue and reassign tickets when workloads are uneven.

Add private notes visible only to your team — not the customer. Use them for internal context, escalation details, workarounds, and handoff instructions. Notes are clearly marked in the ticket timeline to avoid accidentally sending them as replies.

Mention a colleague in an internal note with @name to loop them in on a specific ticket. They receive an instant notification and can jump straight to the relevant note without searching through the queue.

Merge duplicate tickets from the same customer into one unified thread. Split a ticket that contains multiple unrelated issues into separate trackable items. Keep the queue clean and resolution metrics accurate.

Set rules to automatically assign tickets based on category, label, email domain, or keywords in the subject. Route billing questions to the finance team and technical issues to engineers without manual triage.

Define response and resolution time targets per priority level. SLA timers count down visibly in the ticket list. Overdue tickets turn red automatically so nothing breaches an SLA without your team noticing.

Customers receive automatic emails when their ticket is opened, when an agent replies, and when it is resolved. All notification templates are customizable with your brand colors, logo, and signature — nothing looks generic.

Automatically close tickets that have been waiting on customer reply for a configurable number of days. A reminder email is sent first — if there's still no reply, the ticket closes with a polite resolution message.

Charts showing ticket volume by day, week, and month. Identify seasonal spikes, spot the impact of product releases on support load, and plan staffing accordingly.

Track average first response time and average resolution time per agent and across the whole team. Compare against your SLA targets and drill down by priority level or label to find where delays originate.

Per-agent breakdown of tickets handled, average response time, resolution rate, and customer satisfaction score. Use this data for 1:1 coaching and to recognize your top performers.