Platform Features
Powerful features for modern support teams
Everything you need to deliver exceptional customer support — from smart ticket management to advanced workflow automation.
Ticket Management
Create, track, and prioritize support tickets with a streamlined interface designed for speed and clarity.
- Smart categorization with custom ticket types and categories
- SLA tracking with automatic breach notifications
- Priority levels and agent assignment with workload visibility
- Requester management with full contact and account history
Workflow Automation
Eliminate repetitive tasks with rule-based automation that keeps your team focused on solving real problems.
- Auto-assign tickets based on category, priority, or custom conditions
- Escalation rules triggered by SLA thresholds or inactivity
- SLA breach notifications sent to the right people at the right time
- Custom workflow actions for status transitions and field updates
Knowledge Base
Empower customers to find answers on their own with a rich, searchable knowledge base.
- Rich text editor with full formatting and inline media
- Organized chapters for structured content navigation
- Multimedia support including images, videos, and presentations
- Article reactions, comments, and version history tracking
Reports & Analytics
Make data-driven decisions with the built-in data engine that turns your support data into actionable insights.
- Custom report builder with drag-and-drop column selection
- Advanced filters to slice data by any ticket attribute
- Scheduled reports delivered to your inbox automatically
- Export to CSV and PDF, or publish reports for team access
Role-Based Access Control
Control exactly who can see and do what with a flexible, fine-grained permission system.
- Resource-action permission model for granular access control
- Parent-child resource hierarchy with permission inheritance
- Role templates with per-tenant overrides for multi-org setups
- Full permission catalog for auditing and compliance visibility
Multi-Tenant Architecture
Serve multiple organizations from a single platform with complete data isolation and per-tenant configuration.
- Complete tenant isolation with separate data boundaries
- Per-company configuration for categories, SLAs, and workflows
- Custom branding and portal appearance per organization
- Shared infrastructure with independent scaling per tenant