Ticketing & Helpdesk Software
Capture every support request as a tracked ticket, route it to the right agent and resolve within SLA — all on the customer's record.
Overview
Ticketing turns support requests from email, calls, WhatsApp and forms into tracked cases with owners, priorities and SLAs. Nothing gets lost in an inbox, and both customers and agents always know a request's status.
Automation routes tickets to the right team, escalates on SLA breach and can suggest replies, while every case links to the customer's contacts, deals and history. On one platform, support sees the full relationship, and the Flow-Cognition Agent can draft responses and resolve routine tickets.
Explore Customer Relationship Management →- ✓ Omnichannel ticket capture
- ✓ SLA timers and escalations
- ✓ Priority and category routing
- ✓ Linked to the customer record
- ✓ Canned responses and automation
- ✓ AI-drafted replies and resolution
Everything Ticketing gives you
Unified tickets
Turn email, calls, WhatsApp, SMS and web-form requests into tracked cases.
SLA management
Set response and resolution SLAs with timers and automatic escalation.
Smart routing
Assign tickets by category, priority, product or agent skill.
Automation rules
Auto-assign, tag, notify and escalate based on your rules.
AI assistance
The Flow-Cognition Agent drafts replies and resolves routine tickets.
CSAT feedback
Collect satisfaction ratings after resolution to track service quality.
How the agent works with Ticketing
The Flow-Cognition Agent runs a real loop on your Ticketing data — grounded in your records, governed and logged.
Sense
Reads each new ticket, its channel and the customer's history.
Decide
Decides priority, category and the right agent, and flags a likely SLA breach.
Act
Drafts the reply or resolves routine requests, with every step logged.
Five-tier model routing · field-level permissions · full audit trail. See the AI layer →
Live in four steps
Capture
A request from any channel becomes a tracked ticket.
Assign
Routing sends it to the right agent with a priority and SLA.
Resolve
Agents reply with full context and canned responses.
Close
The ticket closes and a CSAT survey captures feedback.
Where teams put it to work
Customer support teams
Agents manage a shared queue with SLAs, so no request is missed and priorities are clear.
Service businesses
Field and service tickets track work from request to completion against agreed SLAs.
Account managers
AMs see a customer's open tickets on the account record, protecting relationships and renewals.
The payoff
Every request has an owner
Nothing is lost in an inbox — each request is a tracked ticket with a named owner.
SLAs kept
Timers and escalations keep resolution on schedule.
Faster resolution
Full context and AI drafts speed up every reply.
Support sees all
Tickets sit beside deals and history on one record.
Questions, answered
Email, phone calls, WhatsApp, SMS and web forms can all generate tickets, so every request is captured in one queue regardless of how it arrives.
You set response and resolution targets by priority, and timers track each ticket, escalating automatically if a breach is approaching.
Yes. Rules assign tickets by category, priority, product or agent skill, and can tag and notify the right people on arrival.
Each ticket links to the contact and company, so agents see the customer's deals, orders and past cases while resolving the issue.
The agent drafts replies for agents to review, and can close routine ticket types you approve, with every action logged.
Related capabilities
Knowledge Base
A searchable help centre of articles and FAQs that answers common questions and deflects repetitive tickets before they are raised.
Live Chat
Answer website and in-app visitors in real time, with their full history on screen and a bot for routine questions.
Customer Portal
A branded, secure portal where customers raise and track tickets, view documents and find answers on their own, around the clock.
AI Chatbot
Resolve routine questions automatically and hand off to an agent with full context when a conversation needs a human.
For Support Teams
Everything a support team runs on — tickets, SLAs, knowledge and chat — on one platform with the full customer record.
Contact Management Software
One shared, always-current record of every person you deal with — with their full history of calls, messages and deals in a single view.
See Ticketing in your workflow
Start free, or get a guided walkthrough with our team — on the one platform that runs Customer Relationship Management and your whole business.