| Unified ticketing inside the portal | Create, view, and resolve tickets within the same interface used for workflows, documents, and members. | Keeps service interactions tied to the right record, avoiding fragmented tools. |
| Context-aware tickets | Each ticket links to the associated client, program, document, or workflow step. | Staff see the full picture before responding — no need to ask for details twice. |
| Multi-channel intake | Accept tickets via portal forms, email, or integrations (e.g., CRM or external site embeds). | Clients use the channel that fits, and everything still lands in one queue. |
| Role-based routing | Automatically assigns tickets to the right team or role based on type, tags, or client segment. | Reduces handoffs and keeps service SLAs predictable. |
| Internal collaboration threads | Staff can add private notes, mentions, or attach files inside the ticket. | Keeps internal discussion off client-facing messages but within the same context. |
| Linked workflows and automations | Tie ticket outcomes to workflow actions — trigger tasks, update statuses, or close related items. | Connects service delivery with operational processes. |
| Knowledge base integration | Suggest relevant help articles or documentation as users submit a ticket. | Deflects repetitive requests and empowers self-service. |
| Notifications and escalation rules | Alerts assigned staff or escalates based on time, urgency, or priority. | Keeps response times consistent without micromanagement. |
| Custom fields and tagging | Define custom categories, urgency levels, or themes. | Enables accurate reporting and trend tracking across departments. |
| Analytics and insights | Dashboards for volume, response time, satisfaction scores, and resolution rate. | Makes service measurable and improves team planning. |
| Permissions and privacy controls | Respect user roles and data residency boundaries for who can see which tickets. | Supports compliance and client confidentiality. |
| SLA tracking | Set service-level goals by ticket type or client tier. | Enforces standards without needing manual oversight. |
| Client visibility | Clients or members can see the history, updates, and outcomes of their tickets in the portal. | Builds trust and reduces “status check” emails. |
| API and external integrations | Sync with CRM, email, or external service tools. | Keeps records consistent across your technology stack. |
| Secure attachments | Upload and manage documents tied to a ticket with full audit history. | Handles sensitive files within the same compliance envelope as your data. |
| Audit-ready history | Maintains a verifiable log of all communications, changes, and outcomes. | Ideal for regulated sectors and board reporting. |
