Customer support
that meets your standards.
Full ticketing system with structured workflow, threaded messages, detailed audit trail, and intelligent prioritization. Deliver responsive and transparent support to your customers.
- 4
- Statuses
- 4
- Priorities
- 5
- Categories
A structured path
from report to closure.
Every ticket follows a clear lifecycle with 4 statuses: open, in progress, resolved, and closed. Classify by priority and category for fast handling and automatic assignment to the right agents.
- ◆4 statuses: open → in progress → resolved → closed
- ◆4 priority levels: low, medium, high, urgent
- ◆5 categories: general, billing, technical, delivery, account
- ◆Automatic assignment based on category and agent workload
- ◆Subject and detailed description for each ticket
Centralized conversations
on every ticket.
Communicate directly on the ticket with threaded messages. Clearly identify the sender (user or agent), attach files, and receive real-time updates via Mercure.
- ◆Discussion thread built into every ticket
- ◆Clear sender identification: user or agent
- ◆File attachments on messages
- ◆Real-time updates via SSE/Mercure
- ◆Precise timestamp on every message sent
Every action is logged
in a complete journal.
All actions on a ticket are recorded: status changes, priority modifications, assignments, and internal notes. An exhaustive history for transparency and compliance.
- ◆Complete log of status changes
- ◆Traceability of priority modifications
- ◆History of assignments and reassignments
- ◆Timestamped internal notes by the relevant actor
- ◆Full audit trail for every ticket
Handle first
what matters most.
Four priority levels combined with category-based routing ensure urgent requests are handled first. Track SLAs and configure escalation rules so no ticket goes unanswered.
- ◆4 priority levels: low, medium, high, urgent
- ◆SLA tracking with breach alerts
- ◆Automatic routing based on ticket category
- ◆Escalation rules configurable per organization
- ◆Resolution time tracking dashboard
See also
Related features
Multi-channel notifications
Email, SMS, push, and webhooks. Customizable templates with dynamic variables.
Multi-organization
Native multi-tenancy, granular roles, approval workflow, API key, and organization switching.
Shipment management
Create, track, and manage your parcels end to end. CSV import, Cash on Delivery, PDF waybills.
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