Support that meets deadlines and loses no tickets
Queues, SLA and a knowledge base so your team resolves faster and your customer waits less. Every ticket, in its place and with its owner.
Organized and measurable support
The discipline a support team needs to not fail its customers.
Tickets
Customers or the internal team open tickets describing their issue. Each one carries its subject, description, priority and status.
Queues
Organize tickets into queues by topic, team or product. Each queue has its volume, its age and its metrics.
SLA
Define service level agreements with first response and resolution times. The system warns you before they are breached.
Incidents
Record incidents and recurring failures to analyze root causes and prevent them from happening again in the future.
Knowledge base
Publish articles with full-text search so customers self-serve and ticket volume goes down.
Assignment
Assign each ticket to the right technician, manually or automatically based on queue and team workload.
The ticket cycle
From the customer opening to closing with a solution.
The customer creates the ticket
They open an incident through the portal or email, with its subject and description.
It enters the queue
The ticket is classified into the corresponding queue with its priority and SLA.
It gets assigned
It is distributed to the right technician based on the queue and available workload.
Resolved and closed
The technician works the incident, responds and closes the ticket with its solution.
Tickets with customer context
Support knows the customer before responding, thanks to the CRM.
Fits in the field service vertical. Related to CRM and your customer base.
Questions about helpdesk
The essentials to set up professional support.
Does it manage SLAs?
Yes. You define service level agreements per queue or ticket type, with target times for first response and resolution. The system monitors each deadline and warns you before an SLA is breached, so you do not fail your customer commitments.
Is there a knowledge base?
Of course. You have a knowledge base of articles and guides with full-text search. You use it internally to train the team and, if you enable it, you publish it so customers resolve their doubts themselves, reducing the volume of repetitive tickets.
Can tickets be assigned?
Yes, and in several ways. You can manually assign each ticket to the technician you prefer or configure automatic rules that distribute the work based on the queue, topic or workload of each team member, balancing the effort.
Deliver support that retains customers
Fewer lost tickets, better times and more satisfied customers.
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