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Tickets & SLAs

One thread for the back-and-forth with your client, an SLA clock that starts automatically, and a full history of who did what.

ticket #1015
Ticket detail with client conversation, priority, impact and assignment, next to a description of the issue

What's included

  • Priority and impact set the response and resolution SLA clocks automatically — no manual timers to remember.
  • Approvals, tasks and time tracking live on the same ticket, not a separate module.
  • Clients see and reply to their own tickets from the portal, signed in with their Microsoft account.
  • Turn any alert into a ticket in one click, with the machine already linked.

Tickets & SLAs

Priorities, approvals, tasks and time tracking, with response and resolution SLA clocks on every ticket.

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Also worth a look

Client-facing

Client portal

Clients open tickets, track their assets and sign approvals themselves, signed in with their Microsoft account.

 Alerting

Threshold alerts

CPU, disk, memory, network and offline rules — scoped to the whole fleet, a folder, or a single machine.

 Feedback

Built-in suggestions

Every technician can propose an idea straight from the console — it lands in our inbox, not a form nobody checks.