Everything you need
Powerful support & service management
From ticket triage to customer satisfaction, manage your entire support operation with a comprehensive platform.
Ticket Management
Multi-Channel Intake
Create tickets from web forms, email (IMAP/OAuth), customer portal, or API. Every channel converges into a single queue.
Custom Statuses & Priorities
Define your own ticket statuses, priorities, categories, and subcategories with colors and SLA multipliers.
Queue Management
Route tickets to specialized queues with team assignment, auto-triage rules, and escalation paths.
Merge & Link
Merge duplicate tickets and link related issues to maintain a clean, connected ticket history.
SLA & Workflows
SLA Policies
Define response and resolution targets by priority with business hours support, pause/resume, and breach alerts.
Contract SLA Overrides
Client-specific SLA targets synced from GLTIC Contracts automatically override default policies.
Workflow Automation
Trigger actions on ticket events: auto-assign, set priority, send notifications, update status, or fire webhooks.
Escalation Rules
Automatic escalation when SLA targets are at risk with configurable actions and notification chains.
Customer Portal & Knowledge Base
Self-Service Portal
Branded customer portal where clients submit tickets, track progress, and communicate with your team.
Knowledge Base
Publish articles organized by category with rich text, search, and version management for self-service support.
Customer Management
Track companies and contacts with ticket history, auto-sync from GLTIC Contracts, and provider assignments.
Portal Invitations
Invite customer contacts to the portal with secure token-based onboarding and company association.
Reporting & Analytics
Dashboard Overview
Real-time dashboard with open tickets, SLA compliance, resolution trends, and agent workload distribution.
SLA Reporting
Track first response and resolution SLA compliance rates with breach analysis and trend visualization.
Agent Performance
Monitor agent metrics including tickets handled, resolution time, customer satisfaction, and workload balance.
Full-Text Search
Search across all tickets, comments, and KB articles by content, status, assignee, or any field.
Integrations & Security
Email Integration
IMAP polling and Microsoft 365 / Google OAuth for automatic email-to-ticket conversion and threaded replies.
Client Sync
Companies auto-sync from GLTIC Contracts via webhooks. Contract SLA tiers are applied automatically.
REST API & Webhooks
Full API with ticket event webhooks for custom integrations, QBR metrics, and cross-app notifications.
SSO & Multi-Tenant
Enterprise SSO via OpenID Connect, multi-organization support, and role-based access at every level.