Customer Support

Ticket Management

Full-Featured Helpdesk

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.

Configure queues

Set up team queues and routing rules based on your support structure.

Set SLAs

Define response and resolution SLA targets per priority level.

Tickets flow in

Inbound emails, forms, and chat are automatically converted to tickets.

Work the queue

Agents work their assigned queue; managers monitor SLA compliance.