Priority follows the contract, not the loudest caller.
Each ticket carries its customer's AMC, SLA or PO targets, so the order of work follows what you promised.
Product fact
Use case
See SLA breaches coming before the customer calls.
ServiceDeskPro counts response and resolution targets down live and flags the ticket that is about to breach.
- Who it’s for
- Support managers and service heads at IT and engineering service providers with contract customers.
- Runs on
- ServiceDeskPro (Ticketing), with AI Voice Agent for phone intake.
- Where it runs
- Cloud (a Saudi cloud provider in KSA, or your own cloud account) or on-premise.
The problem today
A breach is found when the customer complains.
Managed-service firms sell annual maintenance contracts (AMC) and SLA agreements, often tied to a customer purchase order. Tickets arrive by email, and nobody knows which customer has which response target until someone opens the contract.
- Who it’s for
- Support managers and service heads at IT and engineering service providers with contract customers.
How it works today
- Annual maintenance contracts (AMC) and SLA agreements are sold, often tied to a purchase order.
- Support tickets arrive by email.
- Nobody knows which customer has which response target until someone opens the contract.
- The breach is discovered when the customer complains.
How it works
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Support email becomes a ticket.
Email to your support mailbox creates a ticket automatically.
Email to ticketNothing waits in an inbox.
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The ticket takes its contract's targets.
The ticket is matched to the customer's AMC, SLA or PO contract and takes that contract's response and resolution targets.
AMC · SLA · POPriority follows the contract.
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A live countdown shows what is due.
Response and resolution time count down on the ticket, and a breach alert fires before the deadline.
Response · ResolutionThe alert comes before the breach, not after.
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Roles decide who sees and changes what.
Admin, manager, agent and viewer roles control access to tickets and settings.
Admin · Manager · Agent · ViewerEach person sees what their job needs.
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Reports show how you are doing.
Reports show ticket volume, SLA performance and agent workload.
Volume · SLA · WorkloadRenewals start from the ticket history.
The product
From the inbox to the countdown, in one desk.
Products involved
One desk runs it. One agent answers the phone.
Pairs with
AI Voice Agent
It answers your business line around the clock. It books, resolves or takes a message, then hands your team the record.
Replace a costly per-agent ticketing subscription. Tickets, SLAs and delivery proof in one desk, with no monthly subscription and unlimited users. Where a connection you need is not available out of the box, Custom Development & Integration builds it.
- Role-based access and an audit trail
- Cloud or on-premise
- One-time cost, unlimited users
What changes
What changes before the customer calls.
At-risk tickets show while there is time to act.
Live countdowns and breach alerts put the ticket about to miss its target in front of the manager before the deadline.
Product fact
Renewals start from real ticket history.
Contract-linked reporting shows what was delivered against what was promised.
Product fact
Questions
Answers, in plain words.
It is matched to the customer's AMC, SLA or PO contract and takes that contract's response and resolution targets.
No. Email to your support mailbox creates the ticket. A web form, a chat widget and phone can be added alongside.
Access is role-based: admin, manager, agent and viewer.
On a Saudi cloud provider in KSA, in your own cloud account, or on-premise. On your own server, the data stays with you.
One-time cost. No monthly subscription, no per-agent fees and unlimited users, so adding an agent adds no fee.