Features

⚙ Automation and SLA

Rules that assign, escalate, follow up and close — and service targets measured against your real business hours.

What is it?

Automation is a set of conditions and actions. When a ticket matches the conditions (department, category, priority, keyword, age, sender, status) the system performs the actions: assign, reprioritise, label, notify, reply, escalate or close.

SLA policies define first-response and resolution targets, measured against configured working days, hours and public holidays, and can differ per company.

Why does it exist?

The tickets that damage a business are not the difficult ones, they are the forgotten ones. Automation guarantees that an unanswered ticket becomes somebody’s problem before the customer has to chase.

And a target measured against the wrong clock is worse than no target: a ticket arriving at 6pm Friday should not be a breach by Monday.

How does it work?

1 Set business hours, working days and public holidays.

2 Define first-response and resolution targets per priority, and per company where contracts differ.

3 Add routing rules that assign by category, keyword or source on arrival.

4 Add escalation: unanswered high-priority work notifies a lead before the target is breached.

5 Add follow-up and auto-close for tickets waiting on the customer, with a warning first.

6 Order the rules deliberately — they run top to bottom.

Everything included

Routing

·Assignment by category or keyword

·Round-robin distribution

·Skills-based routing

·Department transfer rules

·Email parser rules

Escalation

·Time-based escalation ladders

·Escalation before breach

·Priority changes on age

·Notification to leads and managers

Follow-up

·Reminders on pending tickets

·Automatic follow-up messages

·Auto-close with reopen link

·Warning before closing

SLA

·Business hours and holidays

·First-response and resolution targets

·Per-company policies

·Clock pausing on pending and hold

·Compliance reporting

Workflows

·Multi-step processes

·Approval steps

·Step owners and deadlines

·Progress on the ticket timeline

Who uses it

Administrators Managers Team leads

What the business gets

✓Service levels stop depending on how alert the team is on a busy day.

✓Nothing waits eleven days because nobody looked.

✓Contractual promises become measurable and provable.

✓Routine decisions happen without anybody making them.

Other feature families

Ticket management Customer management Staff management Knowledge base Reports & oversight