🎫 Advanced ticketing · SLA · routing
A help-desk that knows the customer.
Departments, priorities, rich-text replies, internal notes and attachments: every ticket arrives with the customer's full journey, billing status and prior conversations attached. Smart routing finds the owner, a business-hours SLA keeps it honest, and the AI drafts the first reply. Your team ships it.
Business-hours SLA includedAI drafts the first replyFull context on every ticketEmail-in with attachments
Auto-routed to the right desk
SLA counts business minutes only
Live
3.2xfaster ticket resolution
SLAper-priority response targets
Full contextattached to every ticket
AI draftsthe first reply on every ticket
From the inbox to resolved, on rails.
Every request becomes one operating object: source stamped, routed, clocked, drafted, replied to, and resolved inside a live workbench built for high-volume support.
01IntakeEmail, chat, form, API or admin compose enters the same queue.
02RouteDepartment rules, skills, workload and priority pick the right owner.
03ResolveAI drafts, agents edit, replies ship, SLA stops, CSAT follows.
Native ticket inboxlive operationsclean data only
Native ticket inbox
3 shown of 3
Active1
Unassigned1
SLA risk0
Collisions0
Urgent/high73
Search subject, email, or ticket #...Answered (3)All departmentsAny priority
TicketCustomerSubjectStatusPriorityUpdated
TK-4830TM Meridian StudioDomain emailAnswered
SLA metMediumJun 20
TK-8888ND Northline DigitalI need my account backAnsweredMediumJun 8
TK-2147CO Cloud OrbitWorkspace access blockedAnswered
SLA metHighJun 6
AI TRIAGE
The answered ticket is stable, SLA was met, and the customer can be safely marked for follow-up quality review.
Triaged · just now
Departments, routing and SLA
Every ticket lands on the right desk with the clock already set.
Build routing logic from support-native conditions: channel, customer tier, department, keywords, language, sentiment, priority and workload. Business-hours SLA timers count the minutes that actually matter.
Rulesmatching now
Billingleast busy
Technicalskill match
SuccessVIP tier
Accountsnormal queue
Accountable by design
Every change recorded. Every duplicate caught.
An append-only activity log captures who did what and when (created, replied, status changed, assigned, merged, flagged) timestamped and never edited. On create, a duplicate scorer compares the customer's recent active tickets and quietly posts an internal note when it spots a likely repeat, so two agents never work the same problem.
Append-only trail: create, reply, status, assign, merge, flag, never edited.
Duplicate suggestion: a similarity score flags a likely repeat as a note, not an auto-merge.
Accountability: a collapsed activity panel on every ticket for compliance and handoffs.
Immutableevery action logged
84%duplicate caught on create
Immutableevery action timestamped
On creatededupe scores recent tickets
Note, not mergethe agent stays in control
Queue workflow
A support desk that moves like a product team.
Status changes, bulk moves, AI replies, attachments, internal notes and inbound email all sit in one polished operator surface.
Status flowlive queue movement
Open
In progress
Answered
Closed
AI reply drafting
Thanks for reaching out. I found the account setting causing the issue and prepared the fix steps below.
Email-in
Replies append to the same ticket, attachments stay attached, and staff notes remain private.
customer reply
internal note
staff answer
📊 Team performance & CSAT
Coach the team with numbers, not vibes.
🏆 Performance leaderboard
Rank agents by tickets resolved, average first-response and resolution time, and average CSAT, to spot your stars and your bottlenecks at a glance.
⭐ Email CSAT survey
An opt-in post-resolution survey emails the customer a pure-CSS one-click star rating that lands on a thank-you page, no app, no login.
⏱️ Response analytics
First-response and resolution time, measured against your business-hours SLA, per agent and per department.
⚖️ How it compares
How it stacks up against the usual help-desks.
A fair side-by-side. Zendesk, Freshdesk and Help Scout are excellent products. The difference is OpsIQ ships the help-desk inside one operating layer with chat, CRM, billing context and AI already wired together.
| Capability | Zendesk | Freshdesk | Help Scout | OpsIQ |
|---|---|---|---|---|
| Departments & routing rules | Yes | Yes | Limited | Included |
| Round-robin / least-busy / skill | Higher tiers | Higher tiers | Add-on | All three, included |
| Business-hours SLA + breach alerts | Higher tiers | Yes | Limited | Included |
| AI drafted first reply | Paid AI add-on | Paid AI add-on | Paid AI add-on | Built in |
| Full customer context on ticket | Apps / integrations | Integrations | Integrations | Native: chat, billing, CRM |
| Email-in with attachments | Yes | Yes | Yes | Included |
| Immutable audit log | Enterprise | Higher tiers | Limited | On every ticket |
| Duplicate detection on create | — | — | — | Built in |
| Live chat + CRM in the same product | Suite / add-ons | Suite / add-ons | Add-ons | One platform |
| CSAT survey + agent leaderboard | Yes | Yes | Yes | Included |
Tier and add-on availability vary by vendor plan and change over time; check current pricing pages for specifics.
Full feature list
Everything in Ticket System.
Every capability, grouped. ★ marks a stand-out.
| Feature | What it does |
|---|---|
| Routing & organization | |
| Departments | Unlimited departments with separate inboxes, agents, SLA and incoming email addresses. |
| Routing rules (if-this-then-that) ★ | Ordered rules match keyword, tier, language, priority or source, then assign, change department, set priority, tag or note. |
| Round-robin assignment | Fairly distributes tickets by rotating through a department's agents. |
| Least-busy assignment | Routes to the agent with the fewest open tickets, preferring those online. |
| Skill-based routing | Matches tickets to agents by skill tags or keywords, ties broken by least-busy. |
| Online-aware fallback | Always prefers online agents and never leaves a ticket ownerless. |
| SLA & response targets | |
| SLA policies with business hours ★ | Per-priority response and resolution targets counting only business minutes, with timezone, weekends, holidays and DST. |
| SLA pause & resume | The clock pauses on pending or on-hold and resumes on the customer's reply, tracking paused time. |
| SLA breach alerts & escalation | Surfaces at-risk and breached tickets to the top with configurable breach actions and reporting. |
| AI & writing | |
| AI-drafted first reply ★ | Drafts the first response grounded in customer context and your KB, in your tone, with auto-send or an approval gate. |
| Inbox Copilot (compose assistant) ★ | Draft, Rewrite, Make Friendlier or Shorten any reply in one click inside the composer. |
| AI triage strip ★ | Suggests priority, sentiment, a one-line summary and escalation risk on every ticket. |
| Multi-language support | The AI replies in the customer's language by default, and routing can pick a department by language too. |
| Replies & communication | |
| Rich-text editor | Rich-text or plain toggle with markdown and code blocks that render identically in the customer's email. |
| Attachments (both ways) | Agents upload screenshots, logs and PDFs; files customers send by email are ingested onto the ticket. |
| Internal notes | A staff-only note thread with teammate mentions the customer never sees. |
| Email piping (email-in) | Each department has an incoming address; inbound mail matches its thread or opens a new ticket automatically. |
| Chat lineage attached | Tickets that grew out of a live chat keep the full transcript linked so the agent has the whole story. |
| Workflow & organization | |
| Status workflow | Open, customer-reply, in-progress, on-hold, pending, answered and closed; awaiting-reply tickets pop back to the top. |
| Priority levels | Low, normal, high and urgent: sortable, each with its own SLA target. |
| Ticket assignment | Assign manually or auto-route, and reassign by drag or dropdown. |
| Tags (custom labels) | Colour-coded tags applied by rules or by hand, also used for skill matching. |
| Bulk actions | Merge, close, pin, delete, tag or change department/priority across a multi-select in one move. |
| Merge duplicates | Fold a duplicate into its parent, keeping both histories in one thread. |
| Pin / unpin tickets NEW | Pin urgent or VIP tickets to the top of the queue, individually or in a batch. |
| Quality & intelligence | |
| Duplicate detection (dedupe) ★ | Similarity-scores a customer's recent active tickets on create and flags a likely repeat as an internal note. |
| Immutable audit log ★ | An append-only, timestamped activity trail of every action that is never edited. |
| Saved replies (canned) NEW | Per-department or workspace-wide canned responses inserted in one click. |
| CSAT survey (post-resolution) | A one-click star email on close (no login) that feeds the agent leaderboard. |
| Agent performance leaderboard | Ranks agents by tickets resolved, first-response, resolution time and CSAT. |
| Response analytics | First-response and resolution time per agent and department, measured against the SLA. |
| Reward tokens (optional) NEW | Turn agent activity into a payable balance with a claim-and-payout workflow. |
| Customer portal (embeddable widget) | |
| Embeddable ticket form ★ | A white-label widget to open tickets, look one up, pick a department, attach files and set a priority. |
| Widget layout modes | Inline, floating button or a full landing layout. |
| Widget design presets | Eight themes plus full colour customization. |
| Widget department picker | Customers pick a department for instant routing before they submit. |
| Widget login-required gate | Optional login requirement per department. |
| Widget ticket lookup | Check status and reply with a ticket number and email, no login. |
| Widget customizable copy | Customize every label and heading to your voice. |
| Widget custom CSS & JS NEW | Inject your own CSS and sandboxed JS (with access to widget config, state and API) for advanced theming. |
| Widget code generator | A one-line embed snippet with your site key and secret. |
| Context & intelligence | |
| Customer journey on ticket ★ | Profile, login history, past tickets, invoices, billing, lifetime value, last 10 pages and linked chats on every ticket. |
| Native chat & CRM integration ★ | Tickets live in the same platform as chat and CRM, so context surfaces automatically. |
| Source detection & labeling NEW | Stamps each ticket with its origin (web, email, chat, API or admin) and keeps the external ref for mirrors. |
| Live features | |
| Real-time queue refresh NEW | The queue polls for new tickets so nothing waits for a manual reload. |
| Keyboard shortcuts NEW | Ctrl+Enter sends a reply and Esc clears or closes, no mouse required. |
| Emoji picker NEW | A built-in emoji picker in the composer for warmer, more human replies. |
FAQ
Help-desk questions, answered.
Everything teams ask before they switch: email-in, SLA, routing, AI and white-labelling.
Yes. Every department has its own incoming address. Inbound email matches its thread and is appended, or opens a new ticket automatically, with the original attachments carried in. Customers reply however they like; you keep one clean thread.
Yes. SLA targets count business minutes only: your time zone, working hours, weekends and holidays are baked in on a DST-safe calendar. The clock pauses while you wait on the customer and resumes on their reply, and at-risk or breached tickets surface to the top.
Ordered routing rules run first, then a workspace assignment strategy (round-robin, least-busy or skill-based) picks the owner when a ticket is still unassigned. All three prefer agents who are currently online, with a graceful fallback so tickets are never orphaned.
When a ticket arrives the writing AI drafts the first reply grounded in the customer's context and your knowledge base, in your tone. Enable per-department auto-send for trivial cases or keep a human in the loop. Inside any ticket the Inbox Copilot can draft, rewrite, shorten or re-tone, and the agent always has the last word.
Yes. The AI replies in the customer's language by default, and routing can pick a department by language too.
Yes. The embeddable ticket form is fully brandable (your name, colours, copy, icon and a floating-button label) with eight presets plus your own custom CSS and sandboxed JS for advanced theming.
Yes. Bulk CSV import plus a connector for ongoing sync. Mirrored tickets keep their external reference so nothing loses its lineage. Talk to support for the migration plan.
Yes. Because tickets live in the same platform as chat, CRM and billing, every ticket carries the customer's profile, login history, past tickets, invoices, lifetime value, last 10 pages and linked chats, so agents stop asking "what's your order number?".