A full service desk with a real SLA engine - triage, escalation ladders, change management, a knowledge base and CSAT. SLAs that actually hold, on coverage calendars that respect your shifts.
Category-based routing to the right group and the least-loaded agent, with a clean numbering scheme.
Tiered policies, coverage-calendar due times (weekday windows, holidays, 24/7), first-response & resolve stops, breach flags.
Automatic escalation ladders and a change-management workflow with approvals and a calendar.
Self-service articles that deflect tickets, with feedback and views.
Assignment groups, members, vendor routing and RBAC.
Satisfaction surveys, MTTR by priority and SLA attainment - exportable.
The SLA engine snapshots the right target per ticket and computes due times against your coverage calendar - weekday windows, skipped holidays, true 24/7, DST-safe. Pause/resume, at-risk and breach detection are built in.