Customers submit through the self-service portal or your website, email straight into the queue, or an agent records a call by hand while still on the phone. Same record, same workflow, whichever door it came through.
Multi-level categorisation, status, priority, severity, type, organisation and a chargeable flag — plus attachments and a full comment history between agent and client. Assign one agent or a whole team, and watch the call move through its lifecycle.
Every call sits under a customer organisation, so history, SLAs and hours roll up where they belong. Choose whether anyone on the customer’s email domain can open a call, or only the named users you’ve listed.
Each customer gets their own agreement defining response times by severity. Calls approaching or past their target surface automatically, so overdue work is impossible to miss. Admins can specify which SLA a call is created against.
Agents record work hours as they go and the call shows the running sum — the same figures that draw down a customer’s purchased support hours and feed straight into billing.
A dashboard across calls, agents, SLAs and hours consumed, with reports per organisation and service. Charging over the agreed hours goes through an admin approval step, so nothing is billed by accident.
Hours bought up front and drawn down as work is logged.
No bundle — every logged hour is chargeable as it happens.
An ongoing agreement where support hours are subtracted from the total purchased.
An example agreement — response targets are defined per customer, and every call is measured against them.
| Severity | Response target | Typical case |
|---|---|---|
 Critical | 1 working hour | Service down, business stopped |
 High | 4 working hours | Major function unavailable |
 Medium | 1 working day | Workaround exists |
 Low | 3 working days | Question or cosmetic issue |
Service types and customer SLAs require the CRM module. Charging over available hours requires Billing.
Priced per agent. Requires the CRM module; Billing unlocks charging over agreed hours.
