Manage Open Tickets

Easily see how many tickets are open, their live timeline, and how much 'real-world' time is remaining before the ticket exceeds it's response level's time limit.

Manage Everything Within The App

Establish your own set of Response Levels, Support Levels, Escalation Tiers, Weekly Schedule, Yearly Schedule, etc.

Employees Timesheets

Employees can easily manage clocking in/out of the system during their shifts.  (You can even specify a timeframe in which a timesheet should 'expire' and needs to be auto-closed; say 12 hrs for instance.)

Custom Response Levels

Create your own hierarchy of response levels, each with their own standard starting escalation tier

Include Yearly Days Off & Special Hours

Schedule yearly holidays, yearly days off (closed for the summer, Xmax vacay, etc.) and special hours

Custom Escalation Tiers

You can establish your own set of escalation tiers; each with their own name, icon, following tier (what comes next), max duration (after which tickets will be auto-escalated to the next tier), and a set of emails that should be used (if no users are on deck).

 - You can easily see, at a glance, who is on deck for each tier

Support Levels

Define each support level, along with a list of the included benefits, a description of what to expect at that level (for the customer), and a typical response level for each support level.

Easily Manage a Weekly Office-Hours Schedule

Easily define which days and hours you are open