Helpdesk · Tickets · SLAs

Support tickets that never breach SLA quietly.

Q: How does the SLA dashboard work?

Tickets are measured against SLA targets per priority — your saved policies, or the platform defaults if none are set. Breached tickets are flagged in the queue, and the SLA dashboard shows compliance per priority tier.

Q: Can clients submit tickets themselves?

Yes — tickets can be created by clients through the client portal or by agents internally; both land in the same queue.

Ticket queue, SLA timers, a knowledge base, and client communication — on the same record as your CRM, not a separate helpdesk silo.

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Support · 12 open · 1 SLA breached

Support · Ticket queue

12 open · 1 SLA breached

Open tickets

↓ 4 today

Avg first response

18m

↓ 6m

SLA compliance

94%

↑ 3 pts

CSAT

4.6

Last 30d

Illustrative sample data — not customer results.

Why teams switch

Built for support teams who track SLAs, not just ticket counts.

Email-client ticket queue

Conversation thread + client/priority/status side panel — reply, reassign, and change status in one view.

SLA timers, not just due dates

Every ticket is measured against its SLA target, and breached tickets are flagged right in the queue — not buried in a report.

Knowledge base, built in

Publish knowledge-base articles by category — no separate KB tool to keep in sync.

Ami triage

The Ami support agent can triage tickets, draft replies and flag what needs escalating.

Escalation in one click

Bump priority to urgent, add an internal note, and reassign to a senior agent without leaving the thread.

SLA dashboard

SLA compliance by priority tier, against your own policies or the default targets.

A typical week

From input to outcome — without you babysitting.

Client

Opens a ticket

Via the client portal, or an agent creates it internally.

Agent

Replies from the queue

Composes with rich text and attaches files.

✦ Ami

Triages & drafts

The support agent triages the ticket and drafts a reply for the agent to review.

Team lead

Watches the SLA dashboard

Sees breached tickets and SLA compliance before they become a client escalation.

Helpdesk · FAQ

Frequently asked

Does helpdesk data share the same record as CRM?

Yes — tickets, clients, and knowledge base articles are workspace-scoped like every other AmDital module, so a support ticket and a CRM deal for the same client sit on one record.

How does the SLA dashboard work?

Can clients submit tickets themselves?

Works with

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