A ticketing system built into your custom app. Your clients submit, your team responds, everything is tracked.
Features
Everything a ticketing system needs to do — configured to your process, not a generic template.
Clients submit support requests directly from your application — authenticated, pre-populated with their account context, and routed to the right team.
Your support team works from a shared inbox. Tickets are assigned to individuals, tracked by status, and visible to leads for capacity management.
Configure response and resolution SLAs by ticket type or client tier. Track compliance in real time and receive alerts when SLAs are at risk.
Private internal notes visible only to your team. Discuss the ticket, escalate internally, and coordinate before responding to the client.
Clients receive email updates when their ticket status changes. Your team is notified when new tickets arrive or escalations trigger.
Every action is logged — submission, assignment, status changes, responses, and resolutions. Full traceability for compliance or dispute resolution.
Custom ticket types, priorities, and categories configured to match your support model. Route different request types to different teams automatically.
Structured resolution workflow with client confirmation. Closed tickets are archived and searchable — historical context is always accessible.
SLA tracking
Configurable SLA targets, real-time tracking, and automatic escalation — so your team stays ahead of commitments.
Set maximum response time targets by ticket priority — critical, high, normal, low. Track compliance by team member and ticket type.
Define resolution time targets by ticket category. The system tracks elapsed time and escalates automatically when thresholds are approached.
Surface SLA compliance rates in your Insights Engine. Track performance over time and identify patterns in ticket types or team capacity.
Module integrations
Tickets surface on the client's CRM record. Support history, active issues, and resolution rates are visible alongside relationship and revenue data.
A ticket can generate one or more internal tasks. Complex support requests become structured work items for the right team members.
Track ticket volume, SLA compliance, and resolution rates in your BI dashboards. Understand support load and team capacity at a glance.
The Ticketing module can be scoped into any Firehawk Studio build. Talk to us about your support workflow and we'll design it to fit.