A ticketing system with SLA tracking, inside your all-in-one app

Short answer: Alori has tickets. Each one gets a number like SUP-12, an assignee, a priority and a status, and moves through your team's steps until it is done. Each team sets a response time per priority, and a customer's ticket past its time turns red and counts on the menu. Tickets sit on the same customer records as your inbox, quotes and invoices.

The problem: promises you cannot see

Most small service teams promise a response time, out loud or in a contract: "we answer within 4 hours", "critical issues within 1 hour". Then the requests arrive by email, text, phone and chat, and nobody can see which ones are close to breaking that promise.

What usually happens:

• Requests sit in one person's inbox while they are on a site visit.
• Two people answer the same customer, and a third request gets missed.
• At the end of the month, nobody can say how many promises were kept.
• The owner finds out about a late answer when the customer calls, upset.

A helpdesk with SLA tracking fixes this, but most of them are a separate subscription with its own customer list. Your customers end up typed in twice: once in the CRM, once in the helpdesk.

How it works in Alori

1. File a ticket. Open Tickets and click New ticket (or press C). Pick a type (Problem, Request, Improvement, Question) and a priority. You can also file one from a customer's page or from their conversation: it starts in Triage, waiting to be looked at.
2. Give it an owner and a status. On the ticket's page, set the Assignee, Status, Priority and Labels. Add sub-tickets for the pieces of the work, and link tickets that block each other.
3. Set your response times. In Settings › Tickets, each team sets a response time for each priority, along with its own steps and ticket prefix.
4. Late tickets stand out. A customer's ticket past its response time turns red and counts on the menu, so the team acts before the customer has to ask.
5. Keep the customer in the loop. Add a customer to the ticket, and Alori emails them, in their conversation, when it moves to in progress, done or closed.

Work tickets from a list or a board, with views for Mine, Triage, Cycle, Open and Closed.

What else helps you keep your promises

• One shared inbox. Conversations holds every text, email and website chat with a customer, one thread per customer, shared with your team. Filters show New messages, Mine and Unassigned.
• How fast your team answers. Front desk › KPIs shows the typical wait for a first reply from your team on the website chat and the support email, over 7, 30 or 90 days, and each teammate's numbers.
• Tasks for what slips. Alori makes tasks for things that tend to slip, like a website request with no answer, and closes them when someone writes or calls. See tasks.
• Automations that alert you. Tell your bot a rule in your own words, and it sets it up. Automations can text, email, call or post in Slack or Discord. See automations.
• A website chat bot. The bot answers from your help center articles and passes the chat to you when it needs a person. See AI customer support bot.
• Unlimited users on every plan, so the whole team works from the same tickets and inbox.

What it does not do

• Response times count for customers' tickets only. A ticket your team files for itself has none.
• A ticket does not open by itself from every email or chat: you file it from the conversation, in one click.

Who it is for

• Managed IT providers who promise response times to every client. See Alori for MSPs.
• SaaS companies with a small support team and customers on paid plans. See Alori for SaaS.
• Service businesses with maintenance contracts, where a fast answer is part of what the customer pays for.

What you need

• An Alori app with Customers and Tickets. Starting is free, no card needed. See pricing.
• Your business number or Gmail connected, so texts and emails land in the shared inbox.
• Your response promises written down, to type in per priority.

FAQ

Is the ticketing system available in Alori now? Yes. Tickets are live: numbers, assignees, statuses, priorities, a list and a board, and response times per priority. No Tickets in your menu? Ask Alori to add it to your app.

Can I track response times? Yes. Each team sets a response time per priority, and a customer's ticket past it turns red. Front desk › KPIs also shows how fast your team gives a first reply on the website chat and the support email.

Will tickets use the same customer records as my CRM? Yes. A ticket attaches to a customer already in your app, and their page lists their tickets. You never keep two customer lists.

I am moving from Zendesk or HubSpot. What happens to my tickets? The Zendesk import brings each customer's tickets into their conversation, with every reply, plus your customers, companies and help center. The HubSpot move brings tickets over as tasks.