Recording and numbering
Every request gets an identifier in a predictable form, so it can be quoted in an email, searched for later, and referred to without ambiguity.
CX360-One module
Ticketing & SLA
A conversation is a message. A ticket is a commitment: someone owns it, a clock is running on it, and there is a record of what happened. This is the module that turns the first into the second.
From conversation to ticket
Not every conversation needs to become a ticket, and forcing all of them to is how a queue fills with noise. A conversation becomes a ticket either by keyword rules or by the outcome of AI Triage — a delivery question and a regulatory complaint should not be handled the same way, and the decision about which is which happens before anyone is assigned.
Once a ticket exists it carries a number in the form TKT-YYYY-NNNNN, a cascading category, an owning team, and a live SLA timer. From that point it is governed by the same rules as every other ticket, whatever channel started it.
What the ticket carries
Ownership and assignment
Work is assigned to the team that should hold it, automatically where the rules are clear. A ticket without an owner is a ticket nobody is answering for.
Cascading categories
Categories narrow in steps rather than forcing one flat choice, so routing and reporting both work from the same structure.
Live SLA timers
The clock is visible while the work is happening, not reconstructed afterwards. A target you can only check after the fact is a report, not a control.
Breach detection and tiered escalation
A target that is about to be missed raises itself, and escalation moves in defined steps rather than depending on who happens to notice.
Resolution tracking
What was done, by whom, and when — kept with the ticket, so the answer to "what happened here" does not depend on anyone's memory.
Where this module stops
Ticketing & SLA governs one request at a time. It does not ask why the same request keeps arriving — that is the job of Problem Management, and the two are deliberately separate.
The distinction matters in practice. A desk running only this module can close the same issue forty times and record forty successes, with nothing in the system noticing the pattern.
Related modules
Bring your current targets
Book a review session
Start from the SLAs you already promise.
The useful question is not what a timer can do, but whether your existing targets survive contact with your real volume. Bring them to the review session and we will work through it.