Ticketing System

That Resolves Tickets Before Your Team Sees Them

A ticketing system built for the AI era. Automatically categorize, route, and resolve support tickets while maintaining full visibility for your team.

  • Auto-categorize & prioritize
  • 70% tickets auto-resolved
  • SLA tracking built-in
  • Live in 24h
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95%

Ticket categorization accuracy with AI

60%

Reduction in average first response time

98%

SLA compliance rate across all ticket types

Smart Categorization

Stop Misrouted Helpdesk Software Tickets Before They Become Escalations

Misrouted tickets are the silent killer of customer satisfaction. When a billing issue lands in the general queue, it sits for hours while SLA clocks tick. AI-powered categorization analyzes the content, sentiment, and context of every incoming ticket to assign the correct category, priority, and team in under two seconds. The system learns from corrections — every time an agent re-categorizes a ticket, the model adjusts its classification rules. Over time, accuracy improves from 85% to above 95%, virtually eliminating misroutes. Combined with custom routing rules for edge cases, your team spends zero time sorting and all their time solving.

SLA Tracking

Real-Time SLA Visibility That Prevents Breaches

SLA breaches damage trust and often trigger financial penalties. Most ticketing systems only alert you after a breach occurs. GuruSup tracks SLA timers in real time across every ticket, with proactive alerts at 50%, 75%, and 90% of the allotted time. When a ticket approaches its deadline, the system can auto-escalate to a senior agent, increase priority, or notify a manager — before the breach happens. You can define multiple SLA policies by ticket type, customer tier, or channel, each with its own response and resolution targets. Dashboard views show compliance rates by team, category, and time period, making it easy to spot systemic issues before they become patterns.

Workflow Automation

Automate the Repetitive So Agents Handle the Complex

Support teams waste up to 40% of their time on ticket triage, status updates, and follow-ups. Workflow automation eliminates this overhead entirely. Define triggers based on ticket properties — category, priority, keywords, customer segment — and let the system execute actions automatically: assign to the right team, send acknowledgment emails, update custom fields, or merge duplicate tickets. Multi-step workflows handle sequences like 'if no response in 24h, send reminder; if still no response in 48h, close with survey.' Every automated action is logged in the ticket timeline for full auditability. Agents get tickets that are already categorized, prioritized, and enriched with customer context — ready to solve, not to sort.

Features

Multi-source Tickets

Create tickets from email, chat, phone, web forms, and API — all unified.

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Frequently asked questions

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Eliminate customer support
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