Multi-Channel
Email, chat, phone, social, web form — all land in the ticket queue. Unified agent view reduces tab-switching.
SLAs
Response and resolution targets per priority. Business hours per team. Escalations on breach. Configure per ticket category.
Blueprints
Ticket lifecycle as a state machine. Enforces required fields and handoffs. Works well for complex service processes.
Knowledge
Internal and public KB. Suggested articles surface in the agent UI. Deflection via public KB reduces ticket volume.
Integration with CRM
Tickets link to CRM contacts/accounts. Agent sees full customer context. Sales sees service history. Unified customer view without integration plumbing.