Features
Make every ticket follow the steps it needs
Decide what each kind of ticket needs before it can be solved: steps in order, required fields, and an approval from a manager when it matters. Link the ticket to your issue tracker and keep your help articles reviewed.
Get startedOn Pro and Agency. Approvals on tickets on Enterprise.
From a request to a solved ticket
- 1
Define the process
Pick a ticket type and the steps it goes through.
- 2
Require what matters
Fields that must be filled before a step can be closed.
- 3
Ask for approval
A manager approves a refund before it is made.
- 4
Link the work
Create a Linear or Jira issue from the ticket and follow its state.
What the desk adds
Each part has its own permission, so you decide who can set it up.
- Required steps
- States that must follow each other, with the fields each one asks for.
- Your own fields
- Add fields to tickets and make some required before solving.
- Approvals in a ticket
- Ask for a decision from the ticket and keep a register of the answers.
- Issue trackers
- Link tickets to Linear or Jira and see the issue’s state on the ticket.
- Email depth
- Signatures per person and brand, templates, scheduled send, several addresses per brand, spam and auto-reply detection.
- A reviewed knowledge base
- Articles reviewed before publishing, versions compared and restored, and a ticket answer turned into an article.
Processes on Pro, approvals on Enterprise
Processes, fields and issue trackers come with Pro. Approvals on tickets are part of Enterprise.
Questions
What if a workflow would solve a ticket mid-process?
It leaves a note and carries on. The process still has to be finished.
Which trackers can I link?
Linear and Jira.
Can customers see the process?
No. Steps and fields are for your team.
Goes well with
- Workflows
- Campaigns
- AI knowledge
- AI procedures
- AI quality
- Routing and supervision
- WhatsApp calls
- CRM sync
- Known issues and case status
- Reporting and API
- Content library
- Website analytics
- Reviews
- Employee advocacy
- Paid ads
- Listening
- Analytics and reports
- Plan and publish
- Links and link in bio
- The shared inbox
- Webhooks: Zapier, Make, n8n
Give every ticket its steps
