Ticket Management
Prioritise, assign, merge and track every ticket from the first message to the final resolution.
SortBoxs Customer Service
Deliver exceptional support experiences.
Resolve tickets faster, track SLAs and keep customers happy with a unified service desk.
- Every channel in one ticket queue
- SLA timers that keep agents on track
- AI routing and suggested replies
Support Inbox
Live- 3 open0 resolved today
HighAcme Corp
Hi, we still haven't received invoice INV-1042 for last month. Our accounts team needs it today to close the books.
Write a reply, or use the AI suggestion…
AI insight
#2041 breaches its SLA in 11:20. Use the AI reply to answer in one click.
How it works
From a customer's question to a resolved ticket
Every request is tied to the customer, assigned to the right person and tracked until it's closed.
- 1
Customer
Each request is linked to the customer's record, so agents see their history before they reply.
- 2
Ticket
Email, chat, calls and web forms land in one queue as tickets with a priority and an SLA.
- 3
Support
Route to the right agent or team, collaborate with internal notes and watch the SLA clock.
- 4
Resolution
Close with a clear resolution, collect satisfaction feedback and feed the knowledge base.
Ticket queue
See what needs an answer right now
Pick a status to see the tickets in it, with the SLA time left on each one.
Open
New tickets waiting for a first reply.
Avg. age 1h 10m
Invoice not received
42m left
Acme Corp · Priya S.
High priority, SLA at risk
Cannot log in on mobile
3h left
Greenfield Realty · Unassigned
Auto-routed to Tier 1
Wrong item delivered
4h left
Helix Motors · Karan R.
Customer attached photos
A service desk that keeps up
Everything your support team needs, in one place
Agents answer faster, managers see the whole queue, and customers stop repeating themselves.
Omnichannel Support
Handle email, chat, phone and web-form requests in one inbox, with one conversation per customer.
SLA Tracking
Set response and resolution targets by priority, and get warned before a ticket breaches.
Knowledge Base
Publish help articles for customers and agents, and turn good resolutions into new ones.
Customer Satisfaction
Collect a rating after every resolution and watch satisfaction by agent, team and topic.
AI Ticket Routing
Tickets are categorised and sent to the right team automatically, based on what they say.
AI for support
Answer faster, without losing the human touch
SortBoxs AI takes the repetitive work out of the queue so agents can spend their time on the customers who need them.
- Reads each new ticket and routes it to the right team
- Suggests replies and help articles from past resolutions
- Summarises long threads before an agent picks them up
- Flags frustrated customers and likely escalations early
Auto-routed
“Invoice not received” was categorised as Billing and assigned to Priya.
Suggested reply
A similar ticket was solved with the “Resend an invoice” article. Insert it?
Likely escalation
Helix Motors has written three times in a day, and their tone is getting sharper. Prioritise it.
Built for every industry
Trusted by businesses across all industries.
Part of one platform
Support that sees the whole customer
Agents answer with the full picture, and what they learn flows back to the rest of the business.
