BOTSEDGE MODULE
Ticketing
Catch and resolve issues fast with automatic assignment, a dedicated client portal, and resolution analytics.
From ticket to resolution
Every issue follows a consistent path, with SLA timers running the whole way.
Ticket Received
Logged from email, portal, or any connected channel.
Auto-Assigned
Routed to the right agent or team based on category.
Worked & Tracked
Agents collaborate with internal notes while SLA timers run.
Resolved & Reviewed
Customer is notified, and resolution feeds into analytics.
Built for fast, accountable support
Client Portal
Customers track ticket status themselves, without emailing support.
SLA Tracking
Monitor response and resolution times against defined SLAs.
Priority & Category Triage
Sort incoming tickets by urgency and type.
Resolution Analytics
See trends in ticket volume, resolution time, and agent performance.
Frequently Asked Questions
Can customers see the status of their own tickets?
Yes, the client portal lets customers track ticket status and history without contacting support directly.
How are tickets assigned to agents?
Tickets route automatically based on category and workload, though rules can be customized.
Can I track SLA compliance?
Yes, SLA tracking flags tickets approaching or breaching response and resolution targets.
Ready to get started with Ticketing?
Talk to our team to see Ticketing in action.