Service Desk with built-in SLA features

Our Support Ticket System tracks SLA compliance to keep your team on task

support ticket system
Track ticket resolution times and billable time
Gain complete insight into your team's performance with our full featured support ticket system. Built-in reports allow you to monitor resolution times and billable hours. Staff users can easily enter the time spent working on a support ticket while sending a reply or by updating a ticket. Time entry is cumulative so there's no need to track time off the system.

Exceed customer expectations with SLA due times
Do you have performance objectives or Service Level Agreements (SLA)? Our service desk software allows you to automatically set SLA due times based on predefined settings for each department according to the ticket's priority level. You can also set special SLA due times for each client. The service desk software automatically sends a reminder notification to the staff member to whom the ticket is assigned at a predefined time prior to expiration. Want to make sure SLA due times aren't missed? The system can also send an escalation warning to the department lead or the Admin prior to the expiration time.
automatic trouble ticket due date

group users
Assign users to company groups
Need to provide statistical information to your clients for all activity from their users? Our service desk software allows you to easily assign users to a company and create super users that can view all company tickets. You can even set up specific SLAs policies for each client company allowing you to track adherence and meet contractual requirements.

Monitor adherence to client requirements
Monitor your support ticket system's status with key compliance indicators. Built-in system reports provide instant statuses letting you know which cases are On-Time, Overdue, or In-Progress. All reports can be generated for a specific client company allowing you to meet your reporting requirements.
easily identify support tickets progress