Everything a support team needs
Channels, distribution, deadlines, automation and reports in one product. Only what already works in A3.Tickets is listed here. We keep plans on a separate page.
How A3.Tickets works
One window for all channels
An email, a chat message and a question from a messenger become tickets in one list. The operator replies right there, and the reply goes to the customer in their channel.
Deadlines under control
A ticket gets an assignee right away using the selected strategy, and SLA counts response and resolution time by the company’s working schedule.
The system takes the routine
Rules, the chat bot and the AI assistant answer routine questions and prepare drafts, so operators can focus on complex cases.
Channels
Customers write wherever it suits them, and the team sees all tickets in one window and replies from it.
- Unified ticket inboxAll channels in one list with search, filters and sorting by SLA deadline.In every plan
- EmailCustomer emails become tickets, and replies go to the same thread.In every plan
- Website online chatA chat widget in your site’s colors, with frequent questions and an after-hours notice.In every plan
- Customer portal and external formA “My tickets” page and a request form you can embed in any website.In every plan
- Telegram, VK and MAXMessages from messengers become tickets, and replies go back to the customer’s chat.“Business” plan and above
Distribution and deadlines
No ticket is left unanswered: the system assigns it, SLA tracks deadlines, and during a failure outage mode answers everyone at once.
- Automatic distributionFive strategies for choosing an assignee, taking shifts, breaks and limits into account.In every plan
- SLA and business hoursFirst response and resolution deadlines by priority and category, taking the schedule and holidays into account.“Business” plan and above
- Outage modeWhen something breaks, all new tickets get an announcement right away.“Business” plan and above
Automation and AI
Routine questions are handled by rules, the chat bot and the AI assistant, which answers only from your knowledge base.
- Rules and auto-repliesA new ticket gets a priority, tag, assignee and a reply to the customer on its own.“Business” plan and above
- Chat bot builderA scenario of blocks and buttons on a visual diagram, one bot for all channels.“Business” plan and above
- AI assistantDrafts and auto-replies from your knowledge base, conversation summaries and text improvement.“Business” plan and above
- Knowledge baseArticles for AI and operators, a public knowledge base with search for customers.In every plan
Teamwork
Internal notes, saved replies, roles, notifications and reports help the team reply quickly without getting in each other’s way.
- CollaborationInternal notes, saved replies, internal tickets and protection against double replies.In every plan
- Roles, permissions and departmentsWho sees and can change what: roles, ticket visibility and a department tree.In every plan
- Notifications and mobile workSounds, push notifications and an app you install on your phone from the browser.In every plan
- Dashboard and analyticsResponse and resolution time, missed SLA deadlines, customer ratings and each employee’s results.In every plan
Customers and their data
Each customer’s ticket history and tools that help you meet personal data protection law requirements.
Integrations and scale
CRM, API, webhooks, several companies in one account and an interface in six languages.
- Bitrix24 and amoCRMA ticket creates a lead or a deal, and a closing comment goes to the CRM.“Pro” plan and above
- API and webhooksREST API with API keys and a request log, webhooks with signatures and retries.“Pro” plan and above
- Several companies and six languagesSeparate companies in one account, interface and lists in six languages.In every plan
Try it on your own tickets
The trial lasts 14 days on the “Pro” plan with all features. Sign in with A3.ID.