What the system does

Tickets

Tickets come in by email, from the portal or through the API. The queue can be filtered, saved as views and used from the keyboard only. You can show it as a board or a list. When someone replies, writes an internal note, mentions a colleague or adds an attachment, it ends up in the same timeline. Duplicates can be merged. A ticket that turns out to be two can be split, and related tickets can be linked, snoozed or watched.

The SLA clock only counts your working hours. Weekends and public holidays are skipped. The dot on each row shows who has the ball, you or the customer.

ITIL processes

Incidents and problems are separate ticket types, so are changes and requests. You can set severity levels and escalate in tiers. Known errors have their own database. Root cause analysis is included. A change can be blocked from closing until the CAB has approved it. If it clashes with a change freeze or a maintenance window, it warns you. Assets have relationships to each other, which gives you an impact analysis when something goes down.

You set up fields and panels per ticket type and per team, so a team only sees what is relevant to their own work.

Knowledge base and customer portal

There is an internal knowledge base and a public one, both with categories and version history. Articles are reviewed before they are published. The public help center can be read without logging in. When your customer logs in to the portal, they see the open tickets for their company, they can raise new ones through forms you have set up and order from the service catalog. Once the ticket has been closed, they can rate it.

Customers, deals and campaigns

Companies can sit in a group structure, each with its contacts and contracts, including renewal dates. Deals are dragged through a pipeline and the forecast is weighted. Campaigns and newsletters are built in a block editor. A sequence stops on its own if somebody replies. Consent records and the suppression list are kept there too.

Reporting

The ready-made reports cover resolution time, first response and SLA compliance per agent. Satisfaction is also there, along with reopened tickets and the backlog over time. If something is missing, you can build it in the report builder. Scheduled reports go out by email every week.

Integrations

The REST API uses keys, each with its own scopes. Webhooks are signed with HMAC. We have integrations with GitHub and Linear, and also with Slack and Teams. For sign-in you can use Google, Okta or any provider that supports OIDC, but SAML also works. SCIM handles directory sync. Two-step sign-in is included, using an authenticator app.

Time and projects

Hours are tracked with a timer, and the billable ones are counted per customer before they go through approval. Projects can have templates and budgets.

Moving in

All you need to do is send us the export from your old system, then we will move your tickets and contacts over, along with companies and any fields you have added yourselves.

Scope

It can be good to know where the limits are before the demo.

• No AI. No suggested replies, summaries or sentiment scoring.
• Tickets arrive by email, through the customer portal or over the API.
• Nothing to install. The interface runs in the browser and is built for phones, which means there is no app you need to roll out or update.
• Invoicing happens in your finance system. Bargguo calculates the billable time and then exports it.