Service management

Tickets, SLAs and service contracts in one app — response time and service revenue both measurable.

Capabilities

10 capabilities in Service management

Routing by channel, priority, team and service type, with auto-assignment by skill and workload.

Separate response and resolution clocks by customer tier and priority, paused while waiting on the customer.

Breaches escalate and notify the right owner with the reason and full handling history.

Hour banks, subscriptions or per-incident, drawn down by ticket, visible to both sides and alerting before exhaustion.

Group tickets sharing a cause into one problem record, fix once and update every linked ticket.

Invoice from logged time, parts and surcharges, separating contracted from billable work.

Customers raise requests, follow progress and see service history and remaining contract hours.

Articles tied to ticket types, suggested during handling and open for self-service to cut volume.

Survey on ticket close, tying satisfaction to the handler and the issue type.

SLA attainment, average handling time, first-contact resolution and volume by team and period.

Assistants on this app

Process-aware agent tracking service ticket lifecycle and proposing timely escalation or assignment actions

9 skills

AI Insight

Cash anomaliesReceipts and payments breaking the weekly and departmental pattern.
Receivable riskCustomers whose payment behaviour changes before they go overdue.
Budget varianceDepartments burning budget faster than the period elapsed.
Margin erosionProducts or customers whose margin drops unusually fast.
Stock anomaliesSlow movers, near-expiry lots and stock-out risk.
Pipeline stallDeals sitting in a stage longer than they normally do.

Inline AI