Tickets & queues
First-class tickets in queues, each queue with its own SLA policy — statuses OPEN → PENDING → SOLVED → CLOSED, ticket types, and an origin (internal or client) with a portal token.
Support Desk
Every ticket on the clock.
A full support desk with queues, SLA clocks, macros and CSAT — fed by a unified email inbox and client complaints, each closed with a written verdict.
Guided tour
A client files a complaint from their portal; it opens as a complaint ticket in the Creator-Relations queue with both SLA clocks already running.
app.talentm.net / tickets / T-3391
T-3391 · Maison Belle
Creator Relations · origin: client portal
Filed2026-07-24 · 14:20Severity: high
What they wantedA reshoot of the paid Reel before go-live
00:41 / 01:00
First response
02:10 / 08:00
Resolution
Both SLA clocks runningSLA · 24/7
What you get
Everything in the module.
Two SLA clocks
A first-response and a resolution target, snapshotted onto the ticket when it opens. The resolution clock pauses while Pending; an overdue scan escalates on view.
Macros, replies & notes
Public replies vs. internal notes, canned macros with merge variables and an optional set-status/priority, reply-by-email and realtime updates — plus a human-gated AI triage suggestion.
Complaint verdicts
A complaint ticket grows a header — severity, when, what they wanted — and a one-shot verdict (uphold / partly / reject) that is audited and posts its reasoning as a public reply on the complainant’s portal.
Unified email inbox
Inbound mail becomes conversations with assignee, status, snooze and SLA; routed threads deep-link into their deal room. From an email, open a ticket, create a task, start a forum topic or draft a wiki page.
CSAT once solved
A CSAT survey fires the moment a ticket is solved, so every closed request can carry a satisfaction score — no separate survey tool bolted on.
Facts, not promises
- Every queue carries an SLA policy; its first-response and resolution targets are snapshotted onto the ticket the moment it opens.
- The resolution clock pauses while a ticket is Pending (waiting on the customer); an overdue scan escalates on view.
- SLA is 24/7 elapsed time — there is no business-hours calendar and no round-robin auto-assignment yet.
- A complaint’s verdict is audited and posts its reasoning as a public reply the complainant reads on their portal.
FAQ
Questions, answered.
How do the SLAs work — do they respect business hours?
Each ticket carries two clocks: a first-response target and a resolution target, snapshotted from the queue’s SLA policy when it opens. The resolution clock pauses while the ticket is Pending (waiting on the customer), and an overdue scan escalates on view. Honestly: SLA is 24/7 elapsed time today — there is no business-hours calendar and no round-robin auto-assignment yet.
Where do tickets come from?
A ticket carries an origin — internal or client — and a portal token. Clients file complaints from their portal, and a unified email inbox turns inbound mail into conversations you can convert into a ticket, a task, a forum topic or a wiki draft.
What happens when a client files a complaint?
A complaint-category ticket grows a complaint header (severity, when it happened, what they wanted) and a one-shot verdict control — uphold, partly or reject. The verdict is audited and its reasoning is posted as a public reply the complainant reads on their portal.
Can the AI route or reply on its own?
No — it suggests. The inbox offers a “suggest routing” read and the ticket offers a triage suggestion, but both are human-gated: an agent assigns, applies the macro and sends. Nothing goes out on its own.
Close the ticket, keep the client.
Run every request, complaint and inbound email through one desk — with clocks that don’t lie.
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