The ticket system your team deserves
A complete lifecycle from open to resolved, with SLA enforcement, multi-assignment, audit trails, and automatic escalation. Nothing falls through the cracks.
Full context at a glance
Every ticket shows its complete history: status, priority, assignments, conversations, tags, linked tickets, and the full audit trail. Your agents never have to ask 'what happened before I got this?'
- Human-readable ticket numbers (TK-1, TK-2) scoped per tenant
- Multiple conversations per ticket -- one per channel type
- Move conversations between tickets without losing messages
- Rich messaging with attachments and inline images
Built for the full lifecycle
From the moment a customer reaches out to post-resolution follow-up.
Status lifecycle
Tickets progress through open, in progress, waiting on customer, resolved, closed, and merged. Every transition is logged in the audit trail.
Priority & SLA
Four priority levels (urgent, high, medium, low) with automatic SLA policy enforcement. Track first-response and resolution times with breach detection.
Multi-assignment
Assign tickets to individual agents and departments simultaneously. Reassign without losing history. Track unassigned tickets.
Ticket linking & merging
Link related tickets with typed relationships (related, follow-up, duplicate). Merge duplicates -- all conversations, tags, and links consolidate into the surviving ticket.
Full audit log
Every status change, priority update, assignment, tag modification, SLA breach, and comment is recorded with timestamp and actor. Immutable.
Custom tags
Create project-scoped labels with custom colors. Tag tickets for categorization, filtering, and reporting. Tags are unique per project.
SLA compliance is measurable
Define SLA policies per priority level per project. Osewa tracks first-response and resolution times against your policies, detects breaches automatically, and escalates unacknowledged tickets through your escalation chain.
- Per-priority SLA policies scoped to each project
- Business hours schedules for timezone-aware calculations
- Multi-level escalation chains with configurable timeouts
- SLA compliance reporting with p50, p75, p90, p95, p99 percentiles
SLA tools that prevent breaches
Business hours awareness
Define working hours per day of week with IANA timezone support. SLA timers only count business hours, not off-hours.
Breach detection
Automatic detection when first-response or resolution time exceeds SLA policy limits. Triggers notifications and escalation.
At-risk warnings
The dashboard highlights tickets approaching SLA breach: critical (under 30 minutes) and warning (under 2 hours). Act before the breach.