Ticketing

Multi-channel ticketing that never loses a request

Incidents and service requests from email, the self-service portal, the service catalogue, phone and API — all in one queue with SLA deadlines, priorities and full history.

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What's included

Email-to-ticket: connect support mailboxes and turn inbound mail into tickets automatically

Self-service portal where end users raise and track their own requests

Impact × urgency priority matrix with configurable priority levels

SLA engine with business hours, pause/resume and at-risk/breach tracking

Comments (customer-visible and internal notes), CCs, watchers and related tickets

Round-robin auto-assignment and manual assignment with collision detection

Time entries, satisfaction ratings and full append-only history

Bulk actions, exports and API access

How it works

From request to resolution

A request arrives

Email, portal, catalogue or API — every channel creates a real ticket in the tenant's queue.

It gets classified

Type, category, priority, team and SLA policy are applied automatically from your configuration.

Your team works it

Agents reply, add notes, assign, escalate and record time. Customers see public replies instantly.

SLA is tracked

First-response and resolution deadlines tick against business hours, pausing when waiting on customers.

It closes with history

Resolution, closure code and satisfaction score — every step audited and immutable.

You report on it

Volume, SLA performance and workload reports update live from real ticket data.

Get multi-channel ticketing that never loses a request on Click IT

Create your workspace today and see the full module in action with your own data.

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