Helpdesk & Ticketing
Structured support with SLA logic, public widget intake, and AI-assisted agent workflows.
The ticketing stack is a full workflow tool, not just a mailbox. It includes public ticket intake, status lookups, SLA timers, canned responses, analytics, and AI assist for response drafting and escalation review.
Best fit
support teams • ops teams • service providers
Commercial model
Monthly deployment or bundled platform plan
What is already live
- Public ticket creation and status lookup through the embedded ticket widget.
- Category-based SLA policies, auto-assignment, and status-change activity logging.
- AI-assisted response generation, related-ticket surfacing, and escalation analysis.
- Analytics across volume, compliance, agents, priorities, and operational trends.
Included In This Module
What teams actually get
These are the modules already reflected in the implemented workflow, not speculative roadmap cards.
Customer intake channels
Use the public widget and portal forms for external issue submission and status checks.
Agent operations
Work queues, assignees, internal notes, canned responses, and activity logs.
AI guidance
Draft replies, inspect similar tickets, and assess escalation risk without leaving the ticket.
SLA and reporting
Dual response and resolution timers, analytics, and compliance-aware audit trails.
Deployment Fit
Where this fits best
Customer support desks
Give clients a cleaner request path than email-only support and keep audit history intact.
Internal IT or ops teams
Use the same ticketing model for structured internal request handling.
Managed service teams
Keep SLA visibility and AI assistance inside one shared support workspace.
Related Modules
Common bundle paths
CRM & Email Center
Manage leads, contacts, follow-up, and outbound communication from one tenant workspace.
Analytics Dashboard
Track demand, chatbot engagement, leads, and conversions from one configurable dashboard.
Saarthi Copilot
A tool-aware copilot that can retrieve context, guide workflows, and draft actions inside the IMRTechnologies platform.
Need this scoped as part of a broader IMRTechnologies rollout?
Most deployments are stronger when they are connected to the rest of the stack: cloud, CRM, support, analytics, documents, governance, and AI assistance. We can scope this as a standalone module or as part of a larger client portal build.