Features

🎫 Ticket management

Every customer enquiry becomes a numbered ticket the moment it arrives — whether the customer used the portal, sent an email, opened the chat widget or messaged on WhatsApp.

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What is it?

A ticket is a customer request turned into something the organisation can manage. It has an identity (a number and a subject), a classification (department, category, priority), a responsibility (an owner and a status), a conversation (customer replies, staff replies, internal notes, attachments) and a history (every change, timestamped and attributed).

That transformation is the entire point. An email cannot be assigned, prioritised, escalated, measured or reported on. A ticket can be all five.

Why does it exist?

Without ticketing, the conversation belongs to whoever happened to answer it. When they are on leave, in another department, or no longer with the company, the history goes with them and the customer is asked to explain everything again.

With ticketing, the conversation belongs to the company. That is what makes it possible for a colleague to continue competently, for a manager to review a case, and for anybody to answer the question “what did we promise this customer?”

How does it work?

1 The ticket is created — automatically from email, portal, chat, WhatsApp or SMS, or manually by staff for a phone call. It gets a unique number and the customer is acknowledged immediately.

2 It is classified and routed — department, category and priority applied by the customer’s selection or by automation rules, and assigned to an agent or a group. The SLA clock starts against your business hours.

3 It is worked — replies to the customer, private internal notes between staff, attachments, custom field values, labels, and escalation when the case needs more authority or skill.

4 It is resolved — the customer can rate the service, and the ticket auto-closes after a grace period. A reply from the customer reopens it instantly with the whole history intact.

5 It is reported — feeding volume, response time, resolution time, SLA compliance, workload and satisfaction reporting.

Everything included

Creating tickets

·Customer-created from the portal

·Staff-created for phone and walk-in

·Email-to-ticket on any department address

·Chat conversations converted to tickets

·WhatsApp and SMS inbound

·API creation from your own systems

Identity and classification

·Unique ticket ID

·Subject and description

·Department

·Category

·Priority

·Status

·Colour labels

·Custom fields per category

Responsibility

·Assigned staff member

·Assigned group or team

·Reassignment with audit trail

·Escalation to senior staff

·Round-robin and skills-based assignment

·Ownership visible to the whole team

The conversation

·Customer replies by portal or email

·Staff replies from the ticket screen

·Internal notes invisible to the customer

·Attachments, scanned and size-limited

·Canned replies from the library

·AI-drafted first reply for approval

Lifecycle

·Full ticket history and timeline

·Merging duplicates

·Linking related tickets

·Reopen on customer reply

·Auto-close after grace period

·Retention policy

Finding things

·Full-text search

·Filters by any field

·Saved views per agent

·Sorting by deadline or age

·Bulk actions on filtered sets

Who uses it

Customers Support staff Team leads Managers Administrators

What the business gets

✓Nothing depends on one person remembering.

✓Any authorised colleague can continue any conversation competently.

✓Every commitment made to a customer is written down and findable.

✓Management can see what is open, what is late and who owns it.

Other feature families

Customer management Staff management Knowledge base Automation & SLA Reports & oversight