Helpdesk & Ticketing
Give every customer request a clear owner.
Organize customer tickets, assign ownership and track resolution, with service-level targets and a shared knowledge base.
YouStatusNewOpenPendingOnHold
Illustrative records derived from the system specification.
Support the people who depend on your team
Support managers who run queues against SLAs.
- Defined tables
- 18
- Operational views
- 15
- Defined roles
- 5
- Reports
- 6
Defined in the planned system specification.
What’s inside.
Organize customer tickets, assign ownership and track resolution, with service-level targets and a shared knowledge base.
Tickets
Keep the customer conversation with the request.
Queues
Route each request to someone who can take responsibility.
SLAs
Track response and resolution against the agreed service policy.
Knowledge
Give agents useful internal answers close to the ticket.
Portal
Let customers follow their own requests with clear updates.
Escalations
Move difficult or urgent requests to the right level of support.
Give every customer request a clear owner
YouStatusNewOpenPendingOnHold
StatusOpenPendingOnHold
- TCK-31879: SE-26038, 20 Sep · 14:30 to 20 Sep · 16:30, Open
- TCK-24149: SE-30278, 26 Sep · 10:30 to 26 Sep · 11:00, Pending
- TCK-11071: SE-24763, 19 Sep · 12:00 to 19 Sep · 14:00, Open
- TCK-70535: SE-37362, 18 Sep · 12:00 to 18 Sep · 14:00, Pending
- TCK-62699: SE-67874, 20 Sep · 09:30 to 20 Sep · 10:00, Open
- TCK-83897: SE-37531, 16 Sep · 11:00 to 16 Sep · 12:30, OnHold
Approval conditions
Support Manager: Approve submitted SLAPolicies prepared by another actor
Submitted
- SLP-83535 SLAPolicy 362 25
- SLP-20033 SLAPolicy 585 30
- SLP-33615 SLAPolicy 669 30
- SLP-39174 SLAPolicy 306 20
- SLP-53373 SLAPolicy 564 10
SLP-83535
- PolicyCode
- PC-726
- Name
- SLAPolicy 362
- Priority
- Low
- Version
- Rev A
- FirstResponseMinutes
- 25
- ResolutionMinutes
- 80
Approval waits for the support manager.
StatusNewOpennext 1 days
StatusNewOpenPendingOnHold
StatusQueuedSentFailed
StatusNewOpenPendingOnHold
no assigneeNew
| Ticket Number | Subject | Customer | Queue | Source |
|---|---|---|---|---|
| TCK-38352 | New tck-891 | CUS-097 | QSS-6372 | |
| TCK-46523 | New tck-676 | CUS-115 | QSS-1577 | WebForm |
| TCK-53674 | New tck-645 | CUS-108 | QSS-2105 | Portal |
| TCK-94771 | New tck-802 | CUS-240 | QSS-2480 | API |
| TCK-30814 | New tck-414 | CUS-092 | QSS-2847 | Phone |
| TCK-57494 | New tck-650 | CUS-195 | QSS-7595 |
PriorityHighUrgentnot Closed
| Ticket Number | Subject | Customer | Priority | Assignee |
|---|---|---|---|---|
| TCK-19421 | New tck-101 | CUS-173 | High | FG |
| TCK-96553 | Open tck-815 | CUS-024 | Urgent | BT |
| TCK-47368 | Pending tck-565 | CUS-158 | High | YF |
| TCK-51573 | OnHold tck-631 | CUS-013 | Urgent | DS |
| TCK-17043 | Resolved tck-354 | CUS-021 | High | HS |
| TCK-24903 | New tck-370 | CUS-004 | Urgent | VF |
Closedlast 7 days
| Ticket Number | Subject | Customer | Assignee | Priority |
|---|---|---|---|---|
| TCK-80708 | Closed tck-259 | CUS-044 | AZ | Low |
| TCK-99219 | Closed tck-161 | CUS-029 | TX | Medium |
| TCK-52997 | Closed tck-232 | CUS-146 | XJ | High |
| TCK-16300 | Closed tck-720 | CUS-104 | NK | Urgent |
| TCK-22005 | Closed tck-857 | CUS-216 | TX | Low |
| TCK-26352 | Closed tck-586 | CUS-219 | XP | Medium |
YouClosedlast 7 days
| Ticket Number | Subject | Customer | Priority | Resolved At |
|---|---|---|---|---|
| TCK-76404 | Closed tck-898 | CUS-003 | Low | 16 Sep |
| TCK-77193 | Closed tck-382 | CUS-090 | Medium | 08 Sep |
| TCK-63088 | Closed tck-303 | CUS-144 | High | 07 Sep |
| TCK-26712 | Closed tck-784 | CUS-228 | Urgent | 05 Sep |
| TCK-88280 | Closed tck-687 | CUS-154 | Low | 13 Sep |
| TCK-14442 | Closed tck-622 | CUS-028 | Medium | 04 Sep |
Younot resolved
| Escalation Number | Ticket | Reason | From Agent | To Agent |
|---|---|---|---|---|
| ESC-35171 | TCK-96474 | SLARisk | PJ | VP |
| ESC-31698 | TCK-85197 | CustomerRequest | CF | KV |
| ESC-99210 | TCK-40500 | ComplexityL2 | HJ | NV |
| ESC-95247 | TCK-62402 | VIP | MN | TH |
| ESC-94701 | TCK-31096 | Complaint | DD | XD |
| ESC-63021 | TCK-50751 | SLARisk | MT | ZB |
Customer.PrincipalID = current principal
| Ticket Number | Subject | Priority | Status | Created At |
|---|---|---|---|---|
| TCK-23497 | New tck-496 | Low | New | 05 Sep |
| TCK-48130 | Open tck-628 | Medium | Open | 08 Sep |
| TCK-33689 | Pending tck-366 | High | Pending | 12 Sep |
| TCK-82832 | OnHold tck-748 | Urgent | Resolved | 08 Sep |
| TCK-67832 | Resolved tck-480 | Low | Closed | 09 Sep |
| TCK-67663 | Closed tck-365 | Medium | OnHold | 14 Sep |
no first response atdue today
| Ticket Number | Customer | Priority | Assignee | First Response Due |
|---|---|---|---|---|
| TCK-45042 | CUS-210 | Low | PB | 16 Sep |
| TCK-64221 | CUS-054 | Medium | UJ | 10 Sep |
| TCK-63104 | CUS-233 | High | WC | 16 Sep |
| TCK-82993 | CUS-012 | Urgent | CD | 15 Sep |
| TCK-92206 | CUS-013 | Low | CM | 10 Sep |
| TCK-63234 | CUS-221 | Medium | WE | 14 Sep |
Active = true
| Article Number | Title | Category | Author | Use Count |
|---|---|---|---|---|
| KBR-30312 | KBArticle 1 | TC-2704 | AZ | 18 |
| KBR-61031 | KBArticle 2 | TC-5394 | YT | 38 |
| KBR-53259 | KBArticle 3 | TC-2812 | HY | 20 |
| KBR-57174 | KBArticle 4 | TC-5402 | GY | 20 |
| KBR-53177 | KBArticle 5 | TC-6295 | LM | 12 |
| KBR-65462 | KBArticle 6 | TC-7843 | NG | 17 |
Keep the conversation and service history together
First-Response Timelist
Median, p75 and p95 elapsed UTC minutes from Episode 1 StartTime to its eligible FirstResponseAt, grouped by frozen initial priority and category. Exclude unanswered observations from duration percentiles and show their count separately.
opens Overdue Responses →| Ticket Number | Customer | Priority | Assignee | First Response Due |
|---|---|---|---|---|
| TCK-45042 | CUS-210 | Low | PB | 16 Sep |
| TCK-64221 | CUS-054 | Medium | UJ | 10 Sep |
| TCK-63104 | CUS-233 | High | WC | 16 Sep |
| TCK-82993 | CUS-012 | Urgent | CD | 15 Sep |
- New
- Open
- Pending
- OnHold
- Resolved
- Closed
- TicketNumber
- TCK-45042
- Customer
- CUS-210
- Assignee
- PB
- Priority
- Low
- FirstResponseDue
- 16 Sep
ownerAgent L1
Go from the big picture to the details behind it. Open any record to see its status, owner and history.
Illustrative records. Connections and approval states follow the authored specification.
From the first request to a clear resolution
Give every customer request a clear owner.
Illustrative previews from the system specification.
-
01
Intake
Capture customer requests from email, portal and connected systems.
Route a new support request -
02
Triage
Apply the right category, priority and approved service target.
Route a new support request -
03
Assign
Find an eligible agent with the skills and capacity to take the request.
Route a new support requestTicket NumberQueueAssigneePriorityMedium -
04
Resolve
Record the customer outcome and preserve the service history.
Work and resolve a ticketTicket NumberSubjectCustomerAssignee -
05
CSAT
Collect explicit feedback after the request is closed.
Close the request and collect feedback -
06
Approve policy
Review service targets before they are applied to customer requests.
Review service targets before they are applied to customer requests.
Approve a service policy
Agree on the service your team will deliver
Decision checkpoints where approval stays with your team.
Approve policy
Review service targets before they are applied to customer requests.
Approve a service policyKeep service decisions visible and accountable
Human approval and system automation have different jobs.
Approve policy
Review service targets before they are applied to customer requests.
Give customers and agents the right view
Ticket NumberQueueAssigneePriority
Medium
Support Manager
Owns staffing, queue health and service policy within assigned teams.
Ticket NumberSubjectAssigneePriority
Medium
Agent L1
Works assigned support requests and escalates specialist questions.
Agent L2
Works specialist assignments and accepts escalations in the assigned team.
Customer
Uses a lightweight portal to open and follow their own requests.
Understand response, resolution and customer feedback
Start with the question. Follow it to the records behind the answer.
Drill-down
Ticket Volume Trend
Tickets per day, week or month by source and initial episode PriorityAtStart/CategoryAtStart. Tickets awaiting valid triage remain a separate untriaged bucket.
Source view · Illustrative records
Ticket NumberQueueAssigneePriority
Medium
List report
First-Response Time
Median, p75 and p95 elapsed UTC minutes from Episode 1 StartTime to its eligible FirstResponseAt, grouped by frozen initial priority and category. Exclude unanswered observations from duration percentiles and show their count separately.
View Overdue ResponsesSource view · Illustrative records
Ticket NumberCustomerPriorityAssignee
Medium
List report
Resolution Time
Median, p75 and p95 elapsed UTC minutes from each ServiceEpisodes.StartTime to that episode ResolvedAt, grouped by PriorityAtStart and CategoryAtStart. Count distinct resolved episodes; unresolved windows stay separately visible. Elapsed duration includes waiting time; business-calendar SLA target arithmetic is separate.
View Resolution ScheduleSource view · Illustrative records
Episode NumberTicketStart TimeEnd Time
Drill-down
SLA Attainment
Report first-response and resolution obligations separately for closed episodes. First response applies only to Episode 1 and becomes eligible once answered or its deadline has passed; resolution uses each closed episode. Success requires an eligible completion timestamp on or before the retained deadline. Group by frozen policy, PriorityAtStart, TeamAtResolution and AgentAtResolution with explicit missing buckets. Retain every breach and show not-yet-eligible obligations separately.
View SLA Breach RiskSource view · Illustrative records
Ticket NumberCustomerPriorityAssignee
Medium
Drill-down
CSAT Trend
Average explicit 1-5 responses by response period and the linked closed episode TeamAtResolution/AgentAtResolution. Each SurveyKey counts once. Show responded, unanswered and eligible invitation counts; exclude missing scores from the average. Later assignment changes cannot move historical scores between staff.
View Pending CSATSource view · Illustrative records
TicketCustomerStatusSent At
Sent
List report
Top Categories
Distinct-ticket volume by initial CategoryAtStart and current Tag, with resolved-episode elapsed duration and explicit CSAT. Deduplicate ticket, episode and survey identities before joining multiple tags; show missing observations separately.
Configure your helpdesk with Proto
Let your AI agent help with everyday work. Set its permissions during setup and keep approvals with your team.
- Incoming requests
- Support intake channelsin and out
- Replies and surveys
- Message and survey providersout
- Customer and knowledge context
- Identity and knowledge sourcesin and out
- Reporting exports
- Authorized analytical consumersout
- Agents
- Your agentWorks within the permissions you assign
Your agent works within the permissions you assign.
List the work that needs attention. Keep the approval with the assigned reviewer.
Download agent Agent setup guide$ curl -fsSL https://www.erp.ai/skill.md
› open Helpdesk & Ticketing and list records waiting on approve policy
Ticket to resolution · records listed with owner and age
› approve the first one at approve policy, as its approver
Approval requiredWaiting for the assigned reviewer
Your questions, answered.
How the system works, what you can configure and how to get started.
How do I get started?
Select Start now to create your account. Explore the system specification, or use Proto to configure it for your business.
Which channels can create tickets?
Use connected email, portal or web forms and authorized system events. Agents can manually record phone requests. Live chat, telephony and social aggregation are separate products.
Can customers see our internal notes?
Customers see only their own permitted public ticket fields, replies and files. Internal notes, article links and diagnostic history remain private, including through direct downloads.
How do SLA pauses work?
The approved policy determines whether waiting on the customer pauses eligible business time. OnHold does not pause automatically, and every episode retains its original target and pause history.
What happens when a customer reopens a ticket?
An allowed reopen creates a new service episode and returns the request to work. Earlier targets, responses and breaches remain in history.
Does this include a public knowledge base?
It includes internal notes, macros and links to approved knowledge sources. Public article publishing and customer-facing knowledge search belong to a separately configured product.
Can routing avoid overloading an agent?
The configured queue strategy selects eligible staff and reserves capacity atomically. Requests without a safe destination remain visibly unassigned for the manager.
Does acknowledging a breach change our SLA report?
No. Acknowledgment records the review and reason; the original missed target remains part of historical attainment.
How is CSAT measured?
An eligible closed episode invites its actual customer to submit an explicit score. Unanswered surveys remain missing responses rather than zero or satisfied scores.
What if an email result is unknown?
Keep its existing message or survey identity and reconcile the provider result before trying a fresh send. An uncertain outcome is not treated as a delivered response.
Implementation
Prepare queues, service commitments and customer access for real support work.
Read the implementation plan- 01
Define service scope
Choose the ticket sources, supported request categories and public/private communication rules. Agree on the focused knowledge and portal boundaries.
Team and ERP.ai - 02
Prepare identity and routing
Map real principals, assign teams and queue skills, and set capacity limits. Test an unassigned request and a controlled overflow path.
Team and ERP.ai - 03
Approve clocks
Configure calendar versions, priority targets, pauses and reopen windows. A distinct manager reviews the prepared policy.
Support Manager - 04
Reconcile open work
Import actual ownership and service episode history, preserving missed targets and protected attachments. Do not infer success from missing timestamps.
Team and ERP.ai - 05
Connect and rehearse
Test one intake, public reply, private note, specialist escalation, reopen, closure and survey through their actual authorized identities.
Team and ERP.ai - 06
Review outcomes
The Support Manager inspects customer scope, queue capacity races, calendar edge cases and unknown provider reconciliation before extending access.
Support Manager
Pricing
The base account and ordinary manual work in ERP.AI's official interface are $0. Viewing, searching, creating, editing, approving, deleting and exporting records in that interface do not consume read or write credits. There is no per-user fee.
Machine work: external API-key requests, imports, workflows, agents and scheduled jobs. Successful external API-key reads and writes use the operation rates below. Starting a managed execution from the interface still starts that metered service.
Pricing and account rules| Machine work | Included per $1 of credit |
|---|---|
| List/filter or get record calls | 20,000 |
| Search or aggregate calls | 4,000 |
| CSV or PDF exports | 100 |
| Record writes | 4,000 |
| Imported or synced records | 200,000 |
| File upload in MB | 2,000 |
| Workflow runs | 2,000 |
| Code-node compute beyond included in CPU-sec | 12,000 |
| Agent executions | 2,000 |
| Scheduled jobs or webhook activations | 20,000 |
Read and write rates apply to successful external API-key requests. Ordinary manual work in the ERP.AI interface is $0.
prepaid creditsSmallest pack $5, purchased credits never expire.
Explore the complete system.
Follow the operating model from the process to the people, records and decisions behind it.
Industries
Reference
Roles and permissions
Ownership and visibility for support staff and customers.Reports and analytics
Service performance grounded in ticket episodes and actual feedback.Data model
Customer conversations, service episodes and accountable handoffs.Integrations
Connect support intake and feedback without losing event identity.Implementation
Prepare queues, service commitments and customer access for real support work.Agent and automation
Use Proto to configure the same service model shown on the website.
