Enterprise · Part of Service Desk
Ticket queue & workflow engine
Every request becomes a ticket on a per-project queue, moving through a configurable workflow with priority, SLA (Service Level Agreement: a contractual performance target, e.g. answering X% of calls within Y seconds.), assignee, and age visible at a glance.
One shared queue for every request, with priority, status, the SLA countdown, and owner at a glance.
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For the operator
An agent works a single queue filtered by priority, status, or assignee, sees which tickets are breaching at a glance, and opens any ticket to comment, add an internal note, attach a file, or move it to the next status. Every status change is checked against the workflow, so a ticket can't skip a required step or land somewhere illegal.
Business impact
Requests stop living in a shared inbox where they're forgotten. Work is visible, routed, and accountable, and the queue shows you where the backlog and the breaches actually are.