Ticket Management
Centralized ticketing with categories, priorities, and assignment rules.
Helpdesk and support, in one queue.
Ticketing, SLAs, and custom workflows for customer support. Requests from every channel arrive in one place.
At a glance
Service
Helpdesk and customer support
- DeploymentSelf-hosted or managed
- SupportUWork360 managed support
What it does
Practical capabilities, for everyday work.
Service gives your support team one queue for every customer request. Tickets carry categories, priorities, and assignment rules, and service level agreements are enforced with automated escalation. Workflows can match how your team actually works. A self-service knowledge base answers common questions, and reporting shows response times, resolution rates, and customer satisfaction.
SLA Tracking
Define service levels and enforce them with automated escalation.
Custom Workflows
Build support workflows that match how your team actually works.
Multi-Channel Intake
Handle requests from email, chat, phone, and web forms in one queue.
Knowledge Base
A self-service portal with searchable articles and FAQs.
Reporting and Analytics
Track response times, resolution rates, and customer satisfaction.
Deployment
Hosted by you, the way you need it.
- Managed in the CloudService runs as part of your UWork360 environment, managed by our team.
- Configured to Your Support ModelCategories, workflows, and service levels can be configured to your requirements.
Privacy & control
Your data, stays with you.
- Your Support RecordsCustomer conversations and tickets sit in your organization's dedicated environment.
- Access ControlAssignment rules and permissions govern who can view and work each ticket.
- Data LocationHosting can be arranged to your requirements, including Pakistan-based managed hosting.
Working together
Works alongside with what you already run.
Email and Web Forms
Requests from email and web forms flow into the same ticket queue.
Chat and Phone Channels
Requests can also arrive from chat and phone channels into the same queue.
UCon360
With your approval, UCon360 can read approved ticket data to track service levels and workflows.
Support
UWork360 manages the platform and its updates, and supports the team that runs your helpdesk. Training is provided for agents and administrators. Workflow and service level changes are handled through one support line.
How it fits with UWork360
Service is the customer support application of the UWork360 suite. It can run on private infrastructure managed by UWork360 and complements the internal helpdesk in Operations. Where your organization approves it, UCon360 can read approved ticket data for service level tracking and reporting.
Questions
About Service, answered plainly.
Tickets can arrive from email, chat, phone, and web forms, and all of them land in one queue.
You define the service level for each type of request, and escalation is automated when targets are at risk.
Yes. A self-service knowledge base with searchable articles and FAQs is part of the platform.
Let’s talk about your requirements.
Tell us what you want service to do for your organization, and we will come back with a clear proposal.