Support Management

Every support request in one place, none lost

Every request from email, forms and the portal lands in one queue, goes to the right team and warns you before its deadline passes.

Request a demo How it works
Ropilo cloud or your own server Business-day support with extended response during peak support periods
Home Products Support Ticket Management System
In short

The Support Ticket Management System collects and tracks customer requests in one place. Each request is classified automatically and assigned to the right team, with its response deadline (SLA) visible on every ticket. Customers follow the status of their own requests through a portal.

Who it's for
Technical support teamsTeams handling dozens of requests a day
Customer serviceFor seeing who is handling what
Internal ITFor getting employee requests out of email
How it works

How it works

Three steps, no technical detail.

Requests land in the queue from any channel

Email, web form or customer portal — all in the same list.

It goes to the right team automatically

It is classified by topic and picked up by whoever on the team is free.

You are warned before the deadline

Remaining time shows on every ticket; those getting close change colour.

What you see on the dashboard

SLA status of open tickets

SLA status of open tickets sample data · not real customer data

The first screen a support manager opens. Approaching and breached tickets are marked by colour and label together — colour never carries the information alone.

Data table
Status Value
Within SLA186
Approaching deadline23
SLA breached7
What you get

What you get

No request gets lost

There is no such thing as a request buried in an inbox.

Your response times are measured

How long each request took and which team is fast — the report is ready.

Customers see without asking

They follow their request on the portal; the "what happened?" calls drop.

Frequently asked questions

Frequently asked questions

Do my customers have to learn new software?

No. They can keep sending email; each email becomes a ticket automatically. Those who prefer can also open one on the portal.

What is an SLA and what is it for?

Your own rule for how quickly a request must be answered. The system counts that time on every ticket and warns you before it runs out.

Are internal notes visible to the customer?

No. Internal notes stay separate on the same ticket; the customer sees only the replies written to them.

What does it cost?

A monthly or annual licence based on the number of support agents. It starts from a five-person team; tell us your team size and we will send a quote.

Plans

Plans

Setup and support are included in every plan. Ask for a quote for pricing. Monthly or annual license per support agent.

Team

up to 5 agents

On request
  • Multi-channel intake
  • Auto assignment
  • Ticket volume report
Get a Quote

Business

up to 25 agents

On request
  • SLA management and alerts
  • Customer self-service portal
  • Performance dashboards
  • Satisfaction survey
Get a Quote

Enterprise

unlimited agents · API access

On request
  • Everything in Business
  • API integration with CRM and monitoring tools
  • Custom workflow rules
  • Extended response scaled to support load
Get a Quote
Before and after

Before and after

Process change before and after
Before
  • Requests pile up in an inbox
  • Who is handling what is unclear
  • SLA cannot be tracked
  • Internal discussion lives in another tool
After
  • Requests collect in one queue
  • Categorisation and assignment are automatic
  • The SLA clock is visible on every ticket
  • Internal notes sit on the same ticket
Technical detailsSystem map, process and architecture decisions — for technical teams
System map who talks to which system
PEOPLE ROPILO EXTERNAL SYSTEM Customer requests and tracking Support agent resolution Support manager SLA and performance Ticket Platform auto categorize and assignSLA clock Email request intake and notification Web form request intake Satisfaction survey post-resolution
Process 5 steps
  1. Customer

    The request arrives by email, form or portal

    Problem description → Open ticket

  2. Ticket engine

    A category is set and the team assigned

    Request content → Assigned ticket

  3. Ticket engine

    The SLA clock starts and approaching deadlines raise alerts

    Priority and category → SLA tracking

  4. Support agent

    A resolution is produced with internal notes and attachments

    Assigned ticket → Resolved ticket

  5. Ticket engine

    A satisfaction survey is sent on closure

    Resolved ticket → Satisfaction score

Design decisions 3 notes

  1. The SLA clock sits at the top

    Remaining time is not buried in the list — the layout lets the agent see what to pick up next at the decision moment.

  2. Internal notes stay invisible to the customer

    Two visibility layers on the same ticket remove the need for a separate tool for internal discussion.

  3. Auto-assignment goes to a team, not a person

    Assigning a ticket straight to a person would leave it waiting during leave or overload. A ticket lands in the team queue and whoever is free picks it up, so the SLA clock never depends on one calendar.

ASP.NET Core MSSQL Entity Framework SignalR Bootstrap jQuery Email Web form / portal Satisfaction survey

Which tier fits you?

Tell us your user count and deployment preference, and we will work out the right tier and price together.

Request a demo