Ticketing System
Modern IT/ops ticketing with SLAs, automation, and clear service reporting.
Resolve faster
Guided forms, auto-routing, and smart suggestions.
No missed SLAs
Policies, calendars, and multi-level escalations.
One knowledge base
Articles, categories, and deflection analytics.
Built for ops
Change & problem workflows, approvals, CAB support.
Capabilities
Ticket types
Incident, service request, problem, change.
Workflows
Intake forms, dynamic fields, approvals, assignment rules.
SLAs
Clocks, pauses, holidays, breach notifications, escalation policies.
Channels
Portal, email parsing, MS Teams, API/webhooks.
KB
Article authoring, versioning, feedback, search.
Analytics
SLA compliance, backlog aging, agent performance, CSAT.
Automation examples
Auto-assign based on category/impact
Suggest KB articles to requester/agent
Close stale tickets with reminders and safeguards
Integrations
Entra ID/ADFS • Email/SMTP • MS Teams • Asset/CMDB (optional) • Webhooks
Implementation timeline
Week 1–2: discovery & catalog
Week 3–4: workflows & SLAs
Week 5–6: pilot & training
Outcomes
- mean time to resolution
- 20–40% faster
- mean time to resolution
- reopens via better forms & KB
- 30% fewer
- reopens via better forms & KB
- in SLA breaches
- 50%+ reduction
- in SLA breaches