Ticket System with SLA Tracking & Auto-Assignment
Customer support ticketing with SLA timers, priority queues, auto-assignment rules and full CRM contact context per ticket.
Support Desk brings professional customer support inside HiT OS. When a customer sends a message via WhatsApp, email, chat or phone, a ticket is created automatically — linked to their CRM contact with full purchase and conversation history. SLA timers track response and resolution deadlines so nothing falls through the cracks. Priority queues ensure urgent tickets are handled first. Auto-assignment rules distribute tickets to the right agent based on topic, language or channel. Canned responses speed up common replies. A customer satisfaction survey fires after resolution. Managers see a live dashboard with open tickets, SLA compliance and agent performance metrics.
Automatically from any channel — WhatsApp, email, live chat or phone. Agents can also create tickets manually from the support dashboard.
Yes. Response and resolution SLA timers are configurable per priority level and tracked in real time.
Yes. Every ticket shows the customer's full CRM profile — contact info, deal history, previous tickets and conversation timeline.
Support Desk connects natively with these modules — install them together for the full automated workflow.
We are building Support Desk right now. Enter the platform to see what is live today — and get notified the moment this launches.