Features · Ticketing & SLA Management
Ticketing & SLA Management
Convert any customer interaction or business record into structured tickets with intelligent routing and SLA enforcement.
Convert interactions into structured cases with automated routing, SLAs, and escalations. Round Infinity's Smart Ticketing system automatically creates tickets from emails, calls, chats, and forms, classifies them by priority and category, and routes them to the appropriate team.
Track every customer issue from creation to resolution with complete audit trails. Set service level agreements, monitor compliance, and trigger automatic escalations when SLAs are at risk. Provide transparency to customers with real-time status updates.
Automatic Ticket Creation
Create structured tickets from email, voice, chat, messaging, portal, form, application record, API event, or scheduled trigger.
Smart Categorization
Use AI and business rules to identify request type, category, urgency, priority, department, and required handling path.
SLA Management
Apply response and resolution targets by service, priority, customer, calendar, and contract with pause and extension rules.
Intelligent Routing
Assign each ticket using skill, team, territory, availability, workload, priority, ownership rules, and service entitlement.
Escalation Rules
Send reminders and escalate overdue, high-risk, or blocked tickets through configured operational and management paths.
Ticket Merging
Detect duplicate or related requests, preserve their source interactions, and combine work without losing customer history or audit evidence.
Collaboration Tools
Use internal notes, mentions, collaboration requests, shared tasks, and controlled transfers to resolve work across teams.
Custom Fields
Capture the exact structured information, documents, choices, relationships, and validation required for each ticket type.
Status Tracking
Keep customers and teams informed through meaningful statuses, milestone notifications, ownership changes, pending reasons, and confirmed resolution.