Customer health
Open tickets, SLA misses, activity, risk flags and account notes in one signal.
Support operations
Support that knows what happened with the customer
Support does not work blind. Every ticket is connected to contract, account owner, previous cases, open deals and customer health.
What you get
What's included
Owner and escalation
Who owns it, when escalation is needed and who must respond.
Support package
Tie each customer to support package, response time and priority.
Repeat issues
Repeat bug, billing or onboarding issues are visible before everything is explained again.
Communication
Notes, next steps and responses remain on the customer timeline.
Support reporting
Volume, backlog, response time, resolution time, SLA and categories by period.
How it works
How support stays organized
Connect customer
Support request is attached to a customer, contact and support package.
Set priority
Priority and SLA are set based on customer and issue type.
Escalate when needed
Serious or overdue tickets move to manager or product owner.
Measure trends
Reports show whether support is improving or backlog is growing.
FAQ
Frequently asked questions
How is this different from ticketing?
Tickets are the queue. Support operations is the wider view: SLA, escalation, customer health, contracts and trends.
Can customers have different SLA?
Yes. SLA can depend on contract, priority, support package or customer segment.
Can account managers see support risk?
Yes. Customer health shows open tickets, overdue SLA and repeat issues.
Does support work across products?
Yes. Tickets can be tagged by product, module, category and owner.
Related
Other Merot features
Contact
Have a question?
Ask about demo, pricing or a specific workflow. This is the same Merot contact form.