Product
Incidents
A full incident lifecycle with SLA clocks, escalation, and major incident management for when things go seriously wrong.
Incident detail view showing SLA timers and activity timeline
Product screenshot coming soon
Lifecycle and assignment
Every incident moves through an explicit, testable state machine — no free-text status fields and no ambiguity about what happens next.
Explicit lifecycle states
New, Assigned, In Progress, Pending, Resolved, and Closed, with transitions that are validated rather than freeform.
Priority / impact / urgency matrix
Priority is derived from impact and urgency selections, keeping triage consistent across agents and teams.
Assignment and escalation
Route incidents to individual agents or support groups, with escalation paths when ownership needs to change.
Complete audit trail
Every state change, assignment, and comment is captured in a timeline with a full audit record behind it.
Priority derived from an impact and urgency matrix
Product screenshot coming soon
SLA management
SLA clocks run in the background of every incident, with the color and countdown agents need to know where they stand.
Business-hours-aware timers
SLA clocks respect configured business hours rather than counting around the clock by default.
Color-coded countdowns
Response and resolution timers change color as they approach breach, so risk is visible at a glance.
Pause on pending-customer
SLA clocks pause automatically while an incident is waiting on the customer, so agents aren't penalized for someone else's delay.
Major incident management
When an incident is big enough to need coordinated response, declare it a major incident and run it as one.
Declare and assign a commander
Any qualifying incident can be declared a major incident with a designated incident commander responsible for coordination.
Stakeholder broadcast updates
Post structured updates that go out to stakeholders without drafting a fresh message each time.
Mass-update linked incidents
Apply a status or comment update across every incident linked to the major incident in one action.
Structured timeline
The major incident record keeps its own timeline, separate from individual ticket comments, for post-incident review.
Major incident record with commander, timeline, and linked incidents
Product screenshot coming soon
Customer submission
Incidents don't only start with an agent — customers can report them directly through the portal.
Portal submission
Customers submit incidents through the branded self-service portal, no agent intervention required to open a ticket.
Knowledge-base deflection
Relevant articles are surfaced during submission so a customer can self-resolve before a ticket is even created.
Related
See it running on your tenants.
Get a walkthrough of incidents, changes, the customer portal, and the MSP admin console — tailored to how your service desk works today.