Imperius AI Ticket Management gives your support team a structured, prioritised queue where nothing falls through the cracks. SLA timers, priority levels, custom tags, internal notes, and team queues — with AI triage routing tickets to the right person automatically.
SLA timersCustom viewsTeam queuesInternal notes
What you get
Everything included in Ticket Management — no add-ons, no hidden limits.
SLA timers with configurable breach alerts per priority level
Priority levels: critical, high, normal, low with visual indicators
Custom tags for categorising by issue type, product, or customer tier
Internal notes visible only to agents — not to customers
Team queues: route tickets by topic, skill, or geography
Custom views: build saved filters for any combination of conditions
Ticket merging for duplicate issues from the same customer
Full conversation history across channels on one ticket thread
Use cases
Who gets the most value from Ticket Management.
🎧
Support Teams
Manage high volume without tickets getting lost or SLAs being breached.
📊
Support Managers
See agent workload, SLA compliance, and queue health at a glance.
🏢
Enterprise CS Teams
Route enterprise customer tickets to dedicated agents with custom SLAs.
How it works
Up and running in minutes.
01
Configure queues
Set up team queues and routing rules based on your support structure.
02
Set SLAs
Define response and resolution SLA targets per priority level.
03
Tickets flow in
Inbound emails, forms, and chat are automatically converted to tickets.
04
Work the queue
Agents work their assigned queue; managers monitor SLA compliance.