Support Ticketing (SLA)
Priority-based support tickets with automatic SLA tracking
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SLA auto-tracking
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Priority routing
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Status dashboard
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Team assignment
SyncHQ Pro support ticketing helps you manage customer issues with priority-based routing, automatic SLA tracking, team assignment, and a status dashboard. Never miss a customer issue and track resolution times.
Why Teams Love This Feature
SLA Auto-Tracking
Define SLA policies per priority level. The system tracks time-to-first-response and time-to-resolution automatically.
Priority-Based Routing
Tickets are prioritized (Critical, High, Medium, Low) and routed to the appropriate team member.
Status Dashboard
Visual dashboard showing open tickets, SLA compliance, and team workload at a glance.
Team Assignment
Assign tickets to team members or teams. Track who is working on what.
Powerful Features Built for Service Management
Ticket Management
Full lifecycle ticket management from creation to resolution.
Create tickets from email or dashboard
Priority assignment (Critical/High/Medium/Low)
Status tracking (Open/In Progress/Resolved/Closed)
Ticket categorization and tagging
Internal notes and comments
SLA Policies
Define and enforce service level agreements.
Per-priority SLA definitions
First response time targets
Resolution time targets
SLA breach notifications
SLA compliance reporting
Team Collaboration
Work together to resolve customer issues.
Assign to individuals or teams
Internal ticket comments
Ticket transfer between agents
Workload balancing view
Escalation workflows
Reporting & Analytics
Track support metrics and team performance.
Average resolution time
SLA compliance percentage
Tickets by category and priority
Agent performance metrics
Customer satisfaction trends
Frequently Asked Questions
Is support ticketing included in all plans?
Basic ticket creation and tracking is available on Essentials and above. SLA tracking and analytics are available on Growth and Scale.
Can customers submit tickets?
Yes. Customers can submit tickets via email or through the customer portal. Tickets are automatically created and routed based on your rules.
How do SLA policies work?
Define target response and resolution times for each priority level. The system automatically tracks these targets and alerts your team when SLAs are at risk of being breached.
Can I track team performance?
Yes. The reporting dashboard shows individual and team metrics including average resolution time, ticket volume, SLA compliance, and customer satisfaction scores.
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Ready to Try Support Ticketing (SLA)?
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