Support with SLAs that are measured, not promised.
Tickets are the front door. Requests and tasks land in one backlog, get planned into sprints with the SLA clock running, and any ticket can be handed to the agent.
Example data
From a request to a resolved ticket.
Raise
By hand, from a shared mailbox, or from a signal in the Monitoring inbox. Type, priority and support level are set on the way in.
Route
The ticket belongs to a team, the team to a department, and the department's SLA policy applies. Auto-assignment picks the owner.
Plan
Pull it into a sprint. The SLA clock starts, and custom statuses can pause it while you wait on someone else.
Work
Threaded comments, attachments and watchers. Give it a start date and the agent writes a plan for you to approve.
Resolve
The agent's pull request comes back with test numbers. Hours logged roll into the work log, and the history keeps every change.
Everything in Tickets.
Types, priorities, statuses
A request or a task, filed as an issue or hardware, with a priority and a support level. Five system statuses plus your own, each able to pause the SLA clock.
Threaded comments
Rich text, attachments and an opening comment, with watchers who follow along.
SLA policies
Per department and priority, with response targets, working hours, auto-assignment and escalation steps by email or SMS. The clock starts when a ticket is planned into a sprint.
Teams and departments
Tickets belong to teams, teams to departments, so it is clear who owns the work and which policy applies.
Email to ticket
A shared mailbox through a Logic App. Replies thread by ticket number.
Backlog, sprints, board
A backlog as a list or grouped by sprint, a board whose columns are your statuses, and filters by status, priority, type and tag.
From signals
Raise a ticket from an error, a security finding or a slow page in the Signals Inbox, with the issue linked both ways.
For you
Each person's page: tickets assigned to them, mentions, SLA attention, agent fixes waiting for review and work log tasks.
History and time logs
Every change is recorded. Estimated and actual hours per ticket roll up into the work log.
Hand it to the agent
Give a ticket a start date and the agent writes the plan. Approve it, and the agent builds in a sandbox and opens a draft pull request.
A closer look.
Response targets that follow your working hours.
A policy per department sets response and resolution targets for each priority. The clock counts working hours only, starts when a ticket is planned into a sprint, and pauses on statuses you choose, such as waiting on a customer. When a target is at risk, the escalation steps you set run by email or SMS.
- Targets per department and priority
- Working hours, so a Friday evening ticket is not breached by Monday
- Auto-assignment picks the owner
- Escalation steps by email or SMS
Example policy
Set a start date. Get a plan to approve.
Any ticket can be handed to the agent. Give it a start date and the agent writes a plan: what it found, which files it expects to change and which tests it will add. Nothing is built until a person approves. Then it builds in a sandbox, runs your tests before and after, and opens a draft pull request linked back to the ticket.
- A written plan before any code
- Built in an isolated sandbox
- Your tests run before and after, with the numbers on the pull request
- Only a triage manager approves and merges
- Reproduce with the failing coupon in the sandbox
- Compare expiry in UTC in coupon/validate.ts
- Add a test for a coupon that expires at midnight
- Run the suite before and after the change
Example plan
Where tickets come from, and where the fixes go.
One queue, whoever is asking.
Tickets FAQ.
How does email become a ticket?
Connect a shared mailbox. Each new email becomes a ticket, and replies thread by ticket number, so the conversation stays on one ticket. Customers who write in by email do not need a seat.
When does the SLA clock start?
When a ticket is planned into a sprint. Response and resolution targets come from the SLA policy for the ticket's department and priority, count working hours only, and custom statuses such as waiting on a customer can pause the clock.
What happens when a target is about to be missed?
The policy's escalation steps run: email or SMS to the people you named. Critical uptime checks in Monitoring follow the same escalation.
Can the agent work on any ticket?
Yes. Give the ticket a start date and the agent writes a plan. Nothing is built until a person approves it. Then the agent builds in a sandbox, runs your tests before and after, and opens a draft pull request for a triage manager to review.
Can we use our own statuses and ticket types?
Statuses, yes: five system statuses come with the product and you add your own, each able to pause the SLA clock. Tickets are a request or a task, filed as an issue or hardware, with a priority, a support level and tags you define.
Can support see what engineering sees?
Yes. A ticket raised from an error, a slow page or a security finding is linked both ways, so the diagnosis, the pull request and the test results are visible from the ticket.
How is Tickets priced?
Per seat: one seat for each person who can reach Ticketing on any project, counted once however many projects they belong to. The pricing page has the numbers.