Ticketing & workflows

Where the conversation becomes work

Most customer requests do not end at the reply. A refund needs finance, a warranty claim needs the service centre, a complaint needs operations. Ticketing carries that work across teams while keeping it linked to the interaction it came from, so nobody loses the thread and the customer is notified when it closes.

Capabilities

• Dynamic forms with validation rules, so required data is captured before a ticket can move or close.
• Multi-level, cross-team workflows with role-based steps — several teams working different parts of one issue, tracked in one place.
• AI-assisted creation. At the end of an interaction the AI proposes a ready-to-review ticket draft, so agents create tickets in seconds.
• Parent and child linkage between tickets and interactions for full lifecycle traceability.
• Automatic status updates and follow-up. Customers are notified on completion or rejection and can ask the bot for status at any time.
• CRM and external tool sync so updates flow back to your system of record.