Ticket Management
New tickets opened with categorized urgency, department, and customer info. Pending tickets queue to the agent by SLA priority; responses can go to the customer via portal or email, or be redirected to the technical team.
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Module Detail
Help & Support
Hub for managing customer issues, complaints, and requests. Tickets opened from the customer portal or by internal teams route to the right team based on category, urgency, and SLA rules; unresolved tickets escalate to the next tier.
Key capabilities
SLA Tracking
First-response time, resolution time, and escalation rules tracked automatically. Tickets approaching or breaching SLA generate real-time alerts; reports surface team performance and SLA compliance rates.
Escalation
Unresolved tickets or those exceeding tier-1 authority can be escalated to a higher tier (L2 Support, Management) with one click. Idle tickets auto-close or generate warnings after 48 hours.
Customer Communication
Customer portal supports opening tickets, viewing responses, and attaching files; internal notes (bot/staff) marked is_internal=true stay hidden from the user. Every response reflects in the customer card's 360° history.
Screens from the app
Screens shown are captured from the current Kaptan Köşkü environment. Module-specific detailed views will be added in upcoming versions.
Want to see this module live?
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