Every request has an owner and a deadline.
Tickets opened by staff or by the customer, priorities, SLAs read from the contract, SLA deadlines in sight on the dashboard and in dispatch, hours summary from the closed ticket.
What it solves
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Customers open tickets
Customers sign in, open and follow their own tickets with comments and attachments, without calling.
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SLA per contract
Response and resolution times read from the customer's contract, paused while waiting for the customer.
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Deadlines in sight
The administrator dashboard shows tickets whose SLA falls due in the next 24 hours, dispatch those under 4 hours: a person decides.
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Job reports and signature
The customer's administrator sees the job reports and remotely signs the ones received.
How it works, in one day
From request to closing, with the SLA always in sight.
- 08:05
P1The customer opens a ticketFrom their own access, with priority and attachments
- 08:06
SLASLA from the contractThe customer's response and resolution times
- 08:12
okTaken overAssigned to a technician, the customer sees the status
- 11:40
in sightSLA falling dueThe ticket shows among those falling due on the dashboard and in dispatch
- 12:30
closedResolvedHours logged on the ticket, job report signed
- 18:00
autoHours summaryThe hours summary is generated on closing, if enabled on the contract
Frequently asked questions
Can I have different SLAs per customer?
Yes. SLAs are defined on the contract, so each customer can have its own times.
What happens when a deadline is at risk?
The ticket shows among those falling due on the dashboard and in dispatch; the choice stays with whoever coordinates the work.
Does the SLA stop while we wait for the customer?
Yes, if the contract provides for it: the waiting time moves the deadlines.
Want to try it on your data?
Request a trial company with the modules you need: we get back to you and activate it for your team.