Platform capability · Support & Ticketing
Ticket forms, queues, assignment and status for customer support
A support system with interfaces for customers and for operators: tickets, comments, attachments, manual assignment, SLA policies with breach tracking, saved replies, live chat between customer and agent, satisfaction ratings and queue dashboards. Customers use the portal. Operators handle tickets and chat from one console.
In the portal, customers create tickets, follow their status, add comments and attachments, and give a satisfaction score after resolution. Operators see the same record in the operator console, with assignment, event history and SLA state. Collecting a support request from inside any product page, together with its context, is integration work for each app.
SLA policies set targets for first response and resolution for each priority. A live dashboard shows tickets at risk, breached and on track, and a background worker records the warning and breach states. Where escalations go for each customer is set up as part of the notification and operating setup.
A platform with ten SaaS apps does not need ten ticketing systems. Operators filter one queue by customer, app, status and assignment, then give the work to the right agent or team. Customers use the support pages of the shared portal, and operators serve them from one tool.
A solution architect will demo the live service against your domain model.