A ticket queue that already knows who the customer is.
Tickets from your portal, your own staff, and inbound email, sorted by status, level and department, with SLA clocks that run on the hours your firm actually works.
One ticket, start to finish
Replies, internal notes only your team sees, macros, merging duplicate tickets together, and a satisfaction rating once it is closed. An SLA badge changes before a deadline is missed, not after.
Who sees which ticket
Departments decide who serves whom: the portal, your public forms and inbound email each route to the right team. An agent sees the departments they belong to, so their queue is only ever the tickets that are actually theirs. A colleague asking a different team for something internal uses the same desk, marked and named as an internal request, not a second system.
The customer’s history is right there
Open a ticket and you see the company’s open invoices and projects beside it. Whoever answers already knows who they are talking to, without switching screens to look it up. Macros are written by your team and sent by a person’s choice, every time — never an automatic reply nobody on your side wrote.