Customer support ticketing systems are essential for any growing business. But building one that actually handles the complexity of real support operations — SLAs, escalations, knowledge bases, and AI assistance — usually requires expensive commercial software or months of custom development.
System Architecture
Our ticketing system includes: ticket submission (email, web form, API), automatic categorization and routing, SLA tracking with escalation, agent workspace with customer history, knowledge base, customer self-service portal, and management analytics.
AI-Powered Ticket Routing
INFORMAT's AI agent analyzes incoming tickets, categorizes them by type and urgency, and routes them to the right team automatically. Common questions get auto-responses from the knowledge base, reducing agent workload by 40%.
SLA Management
Define SLA rules per ticket priority and customer tier. The system automatically tracks response times, warns agents of approaching deadlines, and escalates overdue tickets to managers.
Customer Self-Service
The generated customer portal lets users submit tickets, track status, browse the knowledge base, and interact with an AI assistant — all without touching your support team.
Analytics Dashboard
Managers get real-time visibility into ticket volume, resolution times, agent performance, customer satisfaction trends, and SLA compliance rates.