Tickets and SLAs that hold up
All four ticket types share one API and one model, with an impact-by-urgency priority matrix, merge and link, bulk operations, and public-versus-internal note permissions. The SLA engine computes response and resolution targets against 24x7 or business-hours calendars with validated timezones; an invalid timezone is an error, not a silent fallback to UTC. Policies apply per priority and per organization, which is the shape MSPs actually need, and a policy in use cannot be deleted out from under its tickets.
Journeys: automation you can read
A journey is a versioned automation: a trigger, a declarative condition tree, and ordered steps drawn from a fixed vocabulary, with a mandatory declared exception path. No user-supplied code runs, execution is deterministic, and every step is traced onto the ticket timeline. A template gallery covers the common cases. AI is available as a journey step with budget accounting; bring your own provider, or use the platform default.
Intake where people already are
A Microsoft Teams bot, a Slack integration, and an in-portal assistant share one conversation engine with per-channel adapters. The chat layer classifies intent and enriches context but executes nothing: every conversation terminates in a ticket or a journey trigger. Email intake, a service catalog, knowledge-base deflection ranking, and a known-error database round out the front door.
Change governance and major incidents
Changes get CAB workflow, freeze windows, collision detection, risk scoring, configurable post-implementation review policy, approval delegations, and magic-link approvals with reminder services. Major incident management, escalations, and on-call schedules cover the bad days. The device bridge connects tickets to endpoint reality, with an honest latency class on every provider so a technician knows whether an action lands in seconds or on the next policy cycle.