What the system does
What the system does, feature by feature.
Tickets
A queue with filters and saved views, a board, a list view and keyboard navigation. Tickets arrive by email, through the portal or over the API. Replies, internal notes, mentions and attachments share one timeline. Merge duplicates, split a ticket that turned out to be two, link related ones, snooze, watch.
SLA clocks count your working hours and skip weekends and public holidays. A dot on every row shows whether the ball is with you or with the customer.
ITIL processes
Incidents, problems, changes and requests as separate types. Severity levels, tiered escalation, a known error database, root cause analysis. A change can be held from closing until the CAB approves it, and warns about a clash with a maintenance window or a change freeze. Assets with relationships and impact analysis.
Fields and panels are configured per team and per ticket type, so what you do not use does not appear.
Knowledge base and customer portal
An internal and a public knowledge base, with categories, version history and review before publishing. The public help centre reads without a login. In the portal your customer sees their company's open tickets, raises new ones through forms you define, orders from the service catalogue, and rates the ticket when it closes.
Customers, deals and campaigns
Companies with group structure, contacts, contracts and renewal dates. Deals on a drag and drop pipeline with a weighted forecast. Newsletters and campaigns with a block editor, sequences that stop when somebody replies, consent records and a suppression list.
Reporting
Resolution time, first response, SLA compliance per agent, reopened tickets, backlog over time, satisfaction. A report builder for whatever is not already there, and scheduled reports emailed out every week.
Integrations
A REST API with keys and scopes, webhooks with HMAC signatures, GitHub, Linear, Slack and Teams. SSO through Google, Okta or any OIDC provider, SAML, SCIM for directory sync, and two-step sign-in with an authenticator app.
Time and projects
Time tracking with a timer, billable hours per customer, approval and projects with templates and budgets.
Scope
How the system is bounded, so you know before the demo.
- No AI. No suggested replies, summaries or sentiment scoring. A deliberate decision that stands.
- Tickets arrive by email, through the portal or over the API.
- Nothing to install. The interface is built for phones and runs in the browser, so there is no app to roll out or keep updated.
- Invoicing happens in your finance system. bargguo works out billable time and exports it.