PLATFORM / SUPPORT TICKETS & SERVICE LEVELS

Assign support tickets and track resolution.

Create tickets from customer requests, assign the right team, set response and resolution targets, and escalate requests that need attention.

Discuss your requirements

TICKETING, EXPLAINED

An answered call is a conversation.
A resolved ticket is completed work.

A support ticket is the working record of a customer issue. It identifies the problem, the responsible team, its status and the actions needed to resolve it.

A spreadsheet can list complaints. A ticketing system helps the team assign them, track delays, connect related requests and keep the customer informed until the work is done.

Capture and assign

Create the issue from a configured call, message, form or API input, or enter it manually. Route it to the right person or team.

Work and escalate

Record progress, apply response and resolution targets, and notify supervisors when work needs attention.

Resolve and learn

Record the resolution, update the customer and request feedback through a configured survey.

What does SLA mean?

A service-level agreement or target describes the response and resolution times you agree for a type of request. GoDesk can track targets by channel, priority and business hours.

Can a WhatsApp conversation become a ticket?

Yes. Configure how incoming conversations create or connect to support work. A ticket can stay open while another department finishes the issue, even after the chat ends.

Start with the basicsSee the move from spreadsheets to tickets ↗Understand unified customer support ↗

WHAT THE MODULE CONNECTS

Support Tickets & Service Levels

Use these features alongside GoDesk calling, messaging and customer records.

All platform modules

Voice-native tickets

Create service work from inbound interactions with connected call information.

SLA policies

Set response and resolution targets by channel, priority and business hours.

Routing rules

Use conditions to assign work to teams or agents.

Escalation matrix

Notify supervisors before, on and after a service-level breach.

Merge & link

Link related requests and handle duplicate tickets.

Configurable workflows

Define categories, states and resolution reasons per tenant.

Resolution bottlenecks

Review where ticket time is spent by status, team and queue.

CONNECTED IN PRACTICE

Use the module in a real workflow.

Customer Experience & Service

Handle customer conversations, assign support tickets, track resolution and collect customer feedback in one platform.

Explore workflow

Configuration, integration, deployment and access are agreed around your environment and the people who will use the platform.

Deployment guide

YOUR NEXT CHAPTER

See support tickets & service levels in your team’s workflow.

Tell us which GoDesk products you need, how many people will use them and whether you are buying for your business or offering services to customers.

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