Full ticket lifecycle. Nothing falls through.
Create, assign, reply, escalate, resolve. Multi-channel inbox with SLA enforcement built into every view.
Average handle time reduction
SLA compliance rate across customers
Median ticket routing time
What's included
- Unified inbox across email, in-game chat, and API webhooks
- Automatic classification and routing on arrival
- Configurable priority tiers with SLA enforcement
- Escalation paths with automatic at-risk alerts
- Merge, split, and link related tickets
- Full audit trail on every state change and reply
- Internal notes and agent collaboration
- Custom fields per workspace
Every ticket has a source of truth
All channels converge in one queue. Email, in-game webhook, and API submissions look the same to the agent. Routing rules run immediately on arrival so tickets reach the right queue and the right tier before an agent opens them.
SLA is not a report. It is a live constraint.
SLA policies are enforced per-ticket from the moment of creation. Breach prediction fires 15 minutes before a ticket breaches its threshold — not after. Agents see time remaining, not time elapsed.
Escalation that does not require manual effort
Rule-based escalation triggers move tickets between tiers, queues, and agents based on conditions you define. An agent does not need to remember to escalate. The system does it when the condition is met.
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