Effortlessly track, assign, prioritize, escalate and resolve customer tickets.
RoundInfinity’s Ticketing & SLA system enables teams to manage support requests with speed and precision. Tickets can be generated automatically from multiple channels—live chat, email, self-service portals, WhatsApp, or voice—and routed to the right teams based on skill, availability, and priority.
AI assists in categorization, SLA tracking, and automatic escalation of unresolved issues. Teams benefit from customizable workflows, real-time dashboards, auto-responses, and audit trails to ensure consistent, compliant, and high-quality service delivery.
How it Works
Multi-Channel Ticket Capture
Generate tickets from chat, email, voice, self-service, or APIs with complete request context.
Smart Ticket Assignment
Auto-assign tickets to the right agent or team using AI-based routing rules.
SLA Tracking
Define, monitor, and enforce SLAs with visual timelines and alerts for approaching deadlines.
Prioritization & Tagging
Automatically tag and prioritize tickets based on urgency, sentiment, or ticket type.
Escalation Workflows
Trigger escalations based on SLA breaches or inactivity to ensure timely resolution.
Audit Trail & Comments
Maintain a full history of updates, actions, and conversations for each ticket.
Custom Views & Dashboards
Use filters and dashboards to track ticket volumes, trends, and team performance.
Feedback & Closure Automation
Automatically send satisfaction surveys and close tickets with predefined rules once resolved.