Support & service levels
Track tickets against SLAs and keep every query moving to resolution.
Overview
The support module turns incoming queries into tracked tickets, routes them to the right people, and measures response and resolution against agreed service levels.
Service level agreements
- Define response and resolution targets per customer or ticket priority.
- Track fulfilment in real time, with at-risk tickets flagged before they breach.
- Configure rules for pausing or resetting an SLA when waiting on the customer.
Managing tickets
- Capture issues from email, phone and the customer portal.
- Auto-assign and escalate based on priority and SLA status.
- Automatically close inactive tickets after a set number of days.
- Turn resolved tickets into a searchable knowledge base.
See this in Tatrol, on your own data.
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