Ticket queue
Open, assigned, pending, resolved and closed tickets in a clear working list.
Support desk
Tickets that do not disappear in the inbox
Every request has a customer, category, priority, owner, SLA and status. Support sees what is new, overdue and waiting on the customer.
What you get
What's included
Categories
Billing, technical, account, onboarding, bug, feature request or your own categories.
Priority
Low, normal, high, urgent with different SLA expectations.
SLA timers
Track first response, resolution time and overdue tickets.
Internal notes
Internal team notes without sending them to the customer.
Resolution history
What the issue was, who solved it, when and how. Useful for repeat cases.
How it works
From new request to resolved ticket
Open ticket
Support adds a ticket from a customer call, email, form or internal task.
Assign owner
Ticket receives priority, category, SLA and responsible owner.
Work with context
Support sees timeline, contracts, previous tickets and sales notes.
Close with resolution
Resolution notes are stored for the customer and future similar tickets.
FAQ
Frequently asked questions
Do tickets have SLA?
Yes. SLA can be tracked by priority, customer or contracted support package.
Can multiple teammates work on a ticket?
Yes. Tickets support owner, watchers and internal notes for teamwork.
How do I see issue history?
Tickets are tied to the customer timeline, so previous cases are visible from the profile.
Can support performance be measured?
Yes. Reports show volume, response time, resolution time, SLA misses and categories.
Related
Other Merot features
Contact
Have a question?
Ask about demo, pricing or a specific workflow. This is the same Merot contact form.