States that mean something
Open, waiting, pending, resolved. Custom states if your team needs them. No status that exists only in a slide.
- Owner and watchers
- Due times and reminders
- Linked conversation history
Tickets
When a chat needs a ticket, it already has one.
Promote a conversation without losing the thread. Owners, states, due times and the messages sit on the same customer. You do not copy-paste into another tool.
Work you can close
A ticket is the conversation plus fields the queue needs: owner, state, due time. Same record.
A board the team can stand around
Columns for the states you use. Cards move with the conversation — they are not a shadow copy of the inbox.
- Open, waiting, resolved in one view
- The card is the ticket
- Priority you can sort
Due times the desk can see
A due time is a reminder on the ticket, not a calendar invite someone forgot. Reporting uses the same timestamp.
- Due on the ticket
- Reminder back into the queue
- Time-to-resolve in Reporting
Escalate without forwarding.
Assignment is a name, not an email
Hand the ticket to Maya. Watchers stay informed. Escalation does not become a forwarded thread with the history stripped.
- Owner you can change
- Watchers without taking the work
- The thread stays attached
The conversation is still there
Promote from chat or mail and you keep every line. Tickets inherit the Help Desk customer — they do not invent a second one.
- Linked messages on the ticket
- Channel badges stay
- Are can still draft on the same record
Queues, not piles
Views by team, channel and age. The oldest waiting ticket is obvious. Reporting on time-to-resolve uses these queues.
- Team queues
- Age you can sort
- The same views as Help Desk
On every ticket
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Owner and watchers
One person accountable. Others can follow.
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Due times
Reminders sit on the ticket, not in a side chat.
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The thread
Every message that made the ticket stays with it.
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Are
Are can close what policy covers. Exceptions stay human.
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Reporting
Open time and close time come from here.
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Custom states
If Open / Waiting / Resolved is not enough, we add yours in onboarding.
FAQ
Questions
If something is still unclear, get a quote. There is no self-serve signup.
01 Is a ticket separate from a conversation?
It is the same record with extra fields: owner, state, due time. You do not copy-paste between tools.
02 Can I set a due time?
Yes. Reminders sit on the ticket, and reporting uses the same timestamps.
03 Who can be the owner?
Anyone on the workspace. Watchers get the thread without taking the assignment.
04 What states do you ship?
Open, waiting, pending, resolved — plus custom states if your team needs them.
05 Is there a board view?
Yes. Columns follow the states you use. The card is the ticket, not a copy.
06 What if I escalate?
Change the owner. The messages stay attached. You do not forward an email.
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