PSA & Ticketing.
Tickets, statuses, dispatch. SLA-aware. AI-triaged. SSE real-time.
- →Every ticket AI-classified in under 2s. Runbook attached automatically.
- →SLA clocks pause on hold, resume on resolution — per-client overrides.
- →Server-Sent Events drive real-time updates across the team.
Core capabilities.
AI triage
Classify, route, suggest runbook. Every decision logged and reversible.
Work state machine
start → hold → complete with automatic time tracking at each transition.
SLA countdown (visual)
Response and resolution clocks visible in-line. Pause-on-hold. Per-client overrides. Per-ticket exceptions.
SSE real-time
Server-Sent Events push updates to every open ticket view. No polling.
Watchers
Follow tickets you are not assigned to. Notifications per-channel preference.
Canned responses
Boilerplate replies per-category / per-client.
Runbooks
Reusable playbooks attached to categories. Drive downstream actions.
Ticket templates
Pre-filled ticket shells for common scenarios.
Custom fields per category
Extensible schema without code changes.
Parent / child / related / duplicate
All four relationship types explicit.
Merge / split
Consolidate duplicates. Split mixed threads.
Contract preview
Cost estimate per ticket based on contract terms.
Closure confirmation
Client email confirmation before a ticket closes.
Additional info request
Gated info request to client; ticket pauses SLA.
CSAT survey (post-close)
Optional client satisfaction survey after close.
Pipeline every write through audit-invariant. SSE fan-out for real-time. Per-category custom fields stored as typed columns or jsonb. SLA engine uses pausable clocks per-ticket.
FAQ.
Can the AI be turned off?+
Yes, per-tenant or per-category. Manual triage is always available.
How is SLA paused?+
On hold or on additional-info-requested. Resumes automatically on response or state change.