Response
Every request tracked, every customer answered.
Inai Response brings incidents, service requests and internal tasks into one ticket queue, with priority set from impact and urgency, clear ownership and SLA timers on every ticket.
- One ticket queue
- Priority from impact × urgency
- SLA timer on every ticket
What you can do with Service Desk & Tickets.
One queue for incidents, requests and internal tasks, with priorities and SLAs.
Unified ticket queue
All tickets, open, raised by me, assigned to me, unassigned, breaching and watching, with filters, column choice and saved views.
Smart priority
Priority from P1 to P4 is worked out from impact and urgency using a matrix you can configure.
Customers and internal requests
Raise tickets for a customer and their requester, or as internal tickets for staff, with up to 20 attachments.
Categories & custom fields
Classify tickets by category and tags, and add the custom fields and master data your team needs.
Ticket timeline
Every ticket shows its description, replies, resolution, response and resolution SLA, and full history.
Export
Export the ticket list to CSV or Excel at any time.
No request lost in an inbox.
Support that runs on email and phone calls loses track of who owns what. Inai Response gives every request an owner, a priority and a deadline.
- Breaching tickets highlighted before the deadline passes
- Ownership guard stops agents reassigning each other's tickets
- Collaborators can be added for cross-team work
- Reopened tickets tracked to measure recurrence
Service Desk & Tickets, step by step.
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1
Request arrives
From the portal, email, chat, phone or an agent.
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2
Prioritise and assign
Priority is calculated and the ticket routed to the right team.
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3
Work and update
Agents reply, collaborate and track the SLA.
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4
Resolve and close
The fix is recorded and the customer confirms.
Service Desk & Tickets questions, answered.
How is ticket priority set?
Inai Response works out priority from P1 to P4 based on impact and urgency. Admins can change the priority matrix.
Can we handle both customers and internal staff?
Yes. Tickets can be raised for external customers or as internal tickets for your own employees.
Can we export tickets?
Yes. Export the ticket list to CSV or Excel.
Explore other Response modules.
Every module works on the same tickets, people and assets, so your whole service desk runs from one place.
See Service Desk & Tickets in action.
Book a free Response demo and we will walk you through service desk & tickets using scenarios from your business.