A real ticket lifecycle
New → Open → Pending → On-hold → Solved → Closed, with smart automatic transitions: an agent's public reply moves the ticket to Pending, and the customer's answer reopens it.
SLA policies with fair pausing
First-response and resolution targets per priority, live countdown chips on every ticket — and the clock pauses while you wait on the customer.
Organization registry & verified senders
Register the organizations that matter — regulators, partners — by their mail domains: each org's mail automatically gets its own SLA, priority and routing, while unknown senders are quarantined as junk instead of crowding your team.
Automatic escalation
Act before or at breach: notify, raise priority or reassign — with every action recorded in the ticket's audit trail.
Reply-by-email, both ways
Notifications carry your brand and are sent from your name. When the customer replies from their inbox, the answer lands on the ticket within seconds — quotes stripped, sender verified.
Self-service “My tickets” portal
Customers sign in with a one-time magic link — no passwords — to see every ticket, its status and full timeline, and reply from your branded portal.
Requester 360° profile
Every ticket sits beside the requester's complete history — their conversations and previous tickets — so agents always reply with context.
AI triage on arrival
Claude classifies priority, type and department for every new ticket, and drafts a reply grounded in your knowledge base that agents apply with one click.
CSAT & performance reports
A one-click satisfaction survey after resolution, plus reports for volumes, response times, SLA compliance and per-agent performance.
