Helpdesk & Support Ticketing
Ticket creation, SLA tracking, agent assignment, canned responses, and satisfaction surveys
Customer support ticketing system with multi-channel ticket creation, SLA management, intelligent agent routing, canned responses, internal notes, customer satisfaction surveys, and performance analytics.
Features
What's Included
Multi-Channel Intake
Create tickets via email, web form, in-app, WhatsApp, and API with automatic categorization.
SLA Management
Define response and resolution SLAs per priority level with countdown timers and escalation rules.
Agent Routing
Auto-assign tickets based on category, skill, workload, or round-robin with manual reassignment.
Canned Responses
Pre-written response templates with variable insertion for fast, consistent replies.
Internal Collaboration
Private agent notes, @mentions, ticket merging, and cross-team escalation without customer visibility.
Satisfaction Surveys
Post-resolution CSAT surveys with ratings, comments, and agent performance scoring.
Plans
Feature Comparison
See what's included at every level — each tier builds on the previous one.
| Feature | Basic | Advanced | Expert | Enterprise |
|---|---|---|---|---|
| Ticket creation (email/form) | ||||
| Status tracking (open/closed) | ||||
| Priority assignment | ||||
| Email reply notifications | ||||
| Ticket categorization & tagging | — | |||
| Canned response templates | — | |||
| Internal notes & assignment | — | |||
| SLA timer tracking | — | |||
| Knowledge base integration | — | — | ||
| Customer satisfaction rating | — | — | ||
| Ticket analytics & reports | — | — | ||
| Automation rules (auto-assign) | — | — | ||
| Multi-department routing | — | — | — | |
| Omnichannel (email/chat/phone) | — | — | — | |
| Custom SLA per client | — | — | — | |
| API & third-party integrations | — | — | — |
Basic
4 features- Ticket creation (email/form)
- Status tracking (open/closed)
- Priority assignment
- Email reply notifications
- — Ticket categorization & tagging
- — Canned response templates
- — Internal notes & assignment
- — SLA timer tracking
- — Knowledge base integration
- — Customer satisfaction rating
- — Ticket analytics & reports
- — Automation rules (auto-assign)
- — Multi-department routing
- — Omnichannel (email/chat/phone)
- — Custom SLA per client
- — API & third-party integrations
Advanced
8 features- Ticket creation (email/form)
- Status tracking (open/closed)
- Priority assignment
- Email reply notifications
- Ticket categorization & tagging
- Canned response templates
- Internal notes & assignment
- SLA timer tracking
- — Knowledge base integration
- — Customer satisfaction rating
- — Ticket analytics & reports
- — Automation rules (auto-assign)
- — Multi-department routing
- — Omnichannel (email/chat/phone)
- — Custom SLA per client
- — API & third-party integrations
Expert
12 features- Ticket creation (email/form)
- Status tracking (open/closed)
- Priority assignment
- Email reply notifications
- Ticket categorization & tagging
- Canned response templates
- Internal notes & assignment
- SLA timer tracking
- Knowledge base integration
- Customer satisfaction rating
- Ticket analytics & reports
- Automation rules (auto-assign)
- — Multi-department routing
- — Omnichannel (email/chat/phone)
- — Custom SLA per client
- — API & third-party integrations
Enterprise
16 features- Ticket creation (email/form)
- Status tracking (open/closed)
- Priority assignment
- Email reply notifications
- Ticket categorization & tagging
- Canned response templates
- Internal notes & assignment
- SLA timer tracking
- Knowledge base integration
- Customer satisfaction rating
- Ticket analytics & reports
- Automation rules (auto-assign)
- Multi-department routing
- Omnichannel (email/chat/phone)
- Custom SLA per client
- API & third-party integrations
Use Cases
Where This Module Fits
IT helpdesk
Customer service departments
SaaS product support
Internal facilities requests
Government citizen complaint systems
Technology
Built With
Production-grade technologies trusted by enterprises worldwide.
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