🎫 Advanced ticketing · SLA · routing
Every ticket arrives ready to resolve.
Bring email, Portal and widget requests, chat escalations, API, admin compose and connectors into one native queue. Routing Rules find the owner, Service Studio governs SLA and status flow, and OpsIQ Writing can translate the thread, inspect eligible images and PDFs, use permitted read-only account context, and prepare the customer-language reply.
Routing Rules + Service StudioTranslate the full threadRead images and PDFsAI spam screening
Auto-routed to the right desk
SLA counts business minutes only
Translated to EnglishOriginal preserved
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
Operations pulse0 routing rule(s) · 1 SLA policy/policies
Active0
Unassigned0
SLA risk0
Collisions0
Urgent/high80
Search subject, email, or ticket #...Active Queue (0)All departmentsAny priorityView 10
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 nowRoute the work. Govern how support runs.
Ordered rules decide where a ticket belongs and who should own it. Service Studio governs the operating policy around it: business-hours SLA, calendars, allowed status changes, escalation ladders, approvals, CSAT and real-time collaboration.
01 · first match winsEscalation risk above 70
AI category is Technical AND sentiment is Negative
02 · billingInvoice or renewal request
Keywords, customer tier and department match
03 · languageFrench customer
Explicit portal locale or detected language
Matched rule 01Jess L. · Senior Technicalassigned
TicketsService Studio
PublishedSLA POLICYHigh priority · BillingEnabled
CALENDARSupport hours · LagosWeekends + holidays excluded
Pause the clockPending and on-hold
Escalation ladderNotify lead → assign senior → raise priority
OpenIn progressPendingAnsweredClosed
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
Read the whole request. Reply in the customer’s language.
OpsIQ can translate either side of the conversation, inspect eligible images and PDFs, ground the answer in your knowledge, and use explicitly enabled, read-only account data, all while preserving the original message and keeping the agent in control.
1Understand2Ground3Draft4Review
ORIGINAL · KO
결제는 완료됐지만 계정이 아직 활성화되지 않았습니다.
TRANSLATED · EN
Payment is complete, but my account is still not active.
Original remains unchanged안녕하세요 Adam님, 결제는 정상적으로 확인되었습니다. 서비스가 아직 프로비저닝 대기 상태여서, 아래 단계로 활성화를 완료할 수 있습니다…
Image inspectedPDF readAccount checked2 KB sources
Carry the channel forward. Stop abuse before it distracts the team.
Email, Portal and embedded forms, chat escalations, API, admin compose and connectors enter the native queue with their source and external reference intact. Client Chat’s Channel Gateway can carry WhatsApp, SMS, Messenger, Instagram, X, Telegram and LINE conversations into the same human-support handoff with channel lineage preserved.
CLIENT CHAT CHANNEL GATEWAY
WhatsAppSMSMessengerInstagramXTelegramLINE
Human-support handoff keeps the originating channel and conversation lineage.
Ticketsource normalized
email
portal
chat
Inbound request #8852new sender · image attached
screening
- ✓BlocklistEmail, domain and IP across channelsclear
- ✓Known-customer guardReal ticket history is not screened as spamnew
- AIAmbiguous-message reviewLocal heuristics first; model only when neededchecking
- 4Decision policyAdvisory or autonomous, your choiceretain
Suspected spamKept in the Spam view · restore anytime
One place to find an answer, ask for help and stay in the conversation.
Give customers a complete support destination, not only a form. Run it on an OpsIQ address or a verified custom domain, bring the Help Center into the same branded experience, and let every customer search, submit, track, reply and rate from one account.
MY REQUESTS
Support history
#5512 · BILLING
High→
Renewal charged the previous card
Last reply 3 minutes ago · 2 attachments
#5487 · TECHNICAL
Normal→
Connect the production workspace
Updated yesterday · Jess is assigned
REQUEST #5512Renewal charged the previous card
OpenReply to Jess…Attach
CUSTOMER IDENTITY & ACCESSMeet every customer where they already sign in.Choose anonymous, identified, or both. Customer access stays separate from agent/admin SSO.
01Password02Magic link + code03Google · Microsoft · Apple04OpenID Connect05SAML 2.006Signed app handoff07Anonymous submit08SCIM provisioning
Design the entire support journey, then publish with confidence.
Portal Studio controls presentation while Settings keeps identity, domains and access policy authoritative. Shape every customer-facing surface, preview real states and devices, ask Studio AI for a complete change, then review before anything goes live.
Find the answer. Keep moving.
Search our Help Center… ⌘ K
📊 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 one-time escalation steps such as notifying a lead, assigning a senior agent or raising priority. |
| Specific-policy precedence | Department + priority policies outrank department-only, priority-only and workspace defaults, so the most precise target wins. |
| Named business calendars | Attach reusable working-hour, timezone and holiday calendars to SLA policies. |
| Service Studio ★ | Govern SLA policies, calendars, status flow, approvals, CSAT and enterprise ticket behavior from the Tickets control room. |
| Status transition matrix | Restrict which status changes agents may make, with a separate approval-before-close control. |
| 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, category, sentiment, a one-line summary and escalation risk before AI-aware routing runs. |
| Message-by-message translation ★ | Translate customer or staff replies into the viewing agent's language, preserve the original, and edit or delete the saved translation without touching the human message. |
| Customer-language outbound review ★ | Convert the agent's draft into the customer's enabled language for review before send; explicit Portal or Help Center preference outranks detection. |
| Image and PDF intelligence ★ | With separate admin controls, eligible local images and PDFs can join auto-reply or Draft-with-AI context; remote attachment URLs are never fetched. |
| Scoped account-data grounding ★ | Administrators choose which read-only profile, invoice, payment, credit, service, domain, server or account-overview data OpsIQ Writing may use for the current customer. |
| Knowledge-grounded reply modes | Choose smart, balanced, strict or links-oriented knowledge behavior for AI replies. |
| Queued auto-reply | Background workers respect department, delay and per-ticket limits, cancel when a human replies, and can be returned to AI when appropriate. |
| 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 linked conversation so the agent has the whole story. |
| Direct intake sources | Email, Portal and widget/web, chat escalation, API, admin compose and ticket-capable connectors enter one native queue with source labeling. |
| Channel Gateway handoff ★ | WhatsApp, SMS, Messenger, Instagram, X, Telegram and LINE conversations can use Client Chat's human-support ticket handoff while retaining channel and thread lineage. |
| External reference lineage | Mirrored connector tickets keep their external reference for dependable synchronization and auditability. |
| Spam & trust | |
| Shared sender blocklist ★ | Block by email, domain or IP with creator, reason, expiry and hit count across email, chat, Portal, widget and connector twins. |
| AI Spam Detector ★ | Local heuristics run first and only ambiguous new-sender mail is sent to the configured model; known customers with real ticket history are protected. |
| Advisory or autonomous mode | Keep AI verdicts as an agent signal or allow high-confidence spam to move into the Spam view automatically. |
| Fail-open, reversible handling | Provider failure leaves the request in the inbox. Spam is retained, readable and restorable rather than silently destroyed. |
| 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, identity & embedded experience | |
| Full customer Portal ★ | A complete branded support destination for Help Center search, AI-assisted answers, request submission, request history, threaded replies and ratings. |
| Custom domain ★ | Use an OpsIQ workspace address or a verified custom domain with CNAME and SSL; self-hosted installs can use the existing host or a dedicated support subdomain. |
| Portal Studio ★ | Design home, knowledge, tickets, sign-in, assistant, navigation and footer with responsive previews, autosaved drafts and explicit publishing. |
| Unified Help Center presentation | Use one theme, hero, navigation and footer across the Portal and Help Center while Knowledge Base remains the content and language authority. |
| Access modes | Allow sign-in and anonymous submission, require identified customers, or offer anonymous-only intake. |
| Password, magic link & social | Offer secure customer accounts, one-time email links with six-digit codes, and Google, Microsoft or Apple sign-in. |
| Customer OIDC & SAML 2.0 ★ | Connect a customer identity provider with allowed-domain controls, separate from agent and administrator SSO. |
| Signed app handoff ★ | Send already-authenticated customers from your application into the Portal without a second sign-in, with server-side recipes for major platforms and frameworks. |
| Single logout & SCIM | Propagate sign-out through an allowlisted application URL and provision customer users and organization groups through workspace-scoped SCIM 2.0. |
| Conditional request forms | Add typed, required and conditional fields so agents receive structured context with each request. |
| Portal protection & analytics | Honeypot, rate limits, disposable-email blocking, reCAPTCHA or Turnstile, plus views, searches, requests, sign-ins and self-service reporting. |
| 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 updates NEW | Server push updates the inbox with a 12-second polling backstop, so agents can leave the refresh button alone. |
| Collision awareness | See when another agent is already working in the ticket before replies overlap. |
| Followers, related tickets & approvals | Follow and CC collaborators, link parent, child, related or duplicate tickets, split conversations and request sign-off. |
| 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 worker-driven automatic replies per department or keep a human review step. A human reply cancels the pending AI job; inside any ticket, Inbox Copilot can draft, rewrite, shorten or re-tone, and the agent always has the last word.
Yes. An agent can translate either side of the ticket into their viewing language, preserve and edit the saved translation, then convert the outbound draft into the customer's enabled language for review before sending. An explicit Portal or Help Center language preference takes priority over detection.
Yes, when the administrator enables the relevant attachment controls. Eligible local images can be inspected with vision and eligible PDFs can contribute extracted text; image-only PDFs can use an embedded page image where available. Auto-reply and manual Draft with AI have separate controls, and remote attachment URLs are never fetched.
Yes, with explicit read-only controls. Administrators choose whether OpsIQ Writing may use profile, invoices, payments, credit, products or subscriptions, domains, linked servers and account overview for the current ticket customer. The writing model does not perform payment or account actions.
The shared email, domain and IP blocklist runs first, followed by local heuristics. Only ambiguous mail from a sender without real ticket history goes to the model. Use advisory mode or allow autonomous moves to Spam. Nothing is silently deleted: the ticket remains readable and restorable, and provider failure fails open.
Yes. Run the complete Portal on an OpsIQ address or a verified custom domain, use one presentation across Portal and Help Center, and design customer pages, navigation, sign-in and responsive states in Portal Studio. The embedded ticket experience remains a separate option for your existing website, and both can run together.
Offer email and password, a one-time email link plus six-digit code, Google, Microsoft or Apple, generic OpenID Connect, customer SAML 2.0, or a signed handoff from your own application. You can also allow anonymous submission, and customer identity remains separate from agent and administrator SSO.
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?".