Ticket System
The TrackNexus ticket system helps you manage customer support requests efficiently with automated workflows and SLA tracking.
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Creating Tickets
Tickets can be created through multiple channels:
- •Support Portal — Customers submit tickets through your branded portal
- •Email — Incoming emails automatically create tickets
- •Manual — Team members create tickets on behalf of customers
- •API — Programmatically create tickets from external systems
Ticket Workflow
Configure automated workflows for ticket management:
- •Auto-Assignment — Route tickets based on category, priority, or keywords
- •Escalation Rules — Automatically escalate tickets that breach SLA timelines
- •Status Tracking — Open, In Progress, Waiting, Resolved, Closed
- •Priority Levels — Low, Medium, High, and Critical with color coding
SLA Management
Define and monitor Service Level Agreements:
- •Response Time — Set maximum first-response time by priority
- •Resolution Time — Define expected resolution timelines
- •SLA Dashboard — Monitor compliance rates in real-time
- •Breach Alerts — Get notified before and after SLA breaches
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Follow-up Tracking
TrackNexus follow-up tracking ensures no opportunity slips through the cracks with automated reminders and smart scheduling.
User ManagementTeam Collaboration
TrackNexus makes team collaboration seamless with shared workspaces, real-time updates, and built-in communication tools.