SLA management software with AI: internal tickets with an owner, a deadline and automatic follow-up
A request to maintenance, facilities or legal goes by e-mail and nobody knows when it will be handled. The SLA is in the customer contract, but internally there is no way to measure it. When it is breached, the blame is split across three departments.
SLAs and tickets with AI, step by step
A request becomes a ticket
Anyone asks in chat or by e-mail, and the agent turns it into a ticket with a category, a priority and a responsible team.
An SLA per type of request
Each ticket type has a response time and a resolution time. The agent shows the requester when to expect an answer.
Automatic follow-up
Near the deadline the agent warns the owner. If it is missed, it escalates to the department manager, following the rules you set.
A view across departments
Pulse shows volume, resolution time and SLA met by department and type, so management knows where to add capacity.
Less repetitive work. More control.
- Every request with an owner and a deadline
- Requesters who know when they will hear back
- Escalation without awkwardness
- Management seeing where deadlines are missed
Ready-made AI teams for this work
IT service desk team
Password resets, access requests and how-to questions handled in chat, with Jira updated and approvals in place.
Real estate lead team
The lead asks about the apartment at 9 p.m. It gets an answer, a few questions about budget and timing, and a viewing on the calendar.
Inventory planning team
Stock, sales and lead times are checked every day. You get a reorder list per SKU and a warning about what is not selling.
Procurement and quotes team
Requests go out to suppliers, quotes come back into one table, and the approver sees price, terms and past orders before saying yes.
Logistics and deliveries team
Routes, drivers and delivery status in one place, with customers told about delays before they have to ask.
Questions about slas and tickets with AI
Is it only for IT?
No. It works for any department that receives requests: facilities, maintenance, legal, purchasing, HR and finance.
Do we have to change our ticketing tool?
No. The agent can work inside the Jira, Zendesk or Movidesk you already use (Movidesk is a Brazilian help desk), or use iTeam Pipes.
How are the deadlines set?
We define them with each department during deployment, by type of request and priority, and they can be adjusted later.
Is ticket information protected?
Yes. Each department sees its own tickets, sensitive subjects can be restricted and everything is kept in the audit trail.
