From chat to ticket
Convert a conversation into a ticket with its source thread and contact attached - no context lost.
A Ticketing System That Closes the Loop
When a question needs real work, turn it into a ticket. RolChat's ticketing software tracks queues, priorities and SLAs so nothing urgent slips.
Why it matters
Issues that need resolution, tracked to the end
SLA you can trust
SLA management watches first-response and resolution time and warns before a deadline is missed.
Nothing buried
Queues, priorities and routing keep urgent service desk work above the noise.
Stay on time
SLA management with a priority matrix
Define first-response and resolution targets per priority with a full matrix - urgent, high, medium and low each get their own clock. Choose 24/7 or business-hours calendars, and pause the timer on states like waiting-on-customer.
When a target is at risk, escalation acts in steps: notify the owner, notify the team lead, raise priority, reassign to a team or fire a webhook - so SLA tracking does the chasing for you.
Stay organized
Queues, routing and bulk actions
Tickets from every channel collect in one omnichannel help desk view with full history. Ticket routing distributes them by team and importance, and saved filters by status, priority, queue or owner keep triage fast.
A shared ticketing system means the whole team works the same queue: select multiple tickets, assign to yourself or reassign in bulk, and reopen or mark spam without leaving the list.
What you get
Help desk essentials
The core of dependable customer support ticketing.
Tickets from anywhere
Create from chat, email, messengers or a web form.
SLA policies
Priority matrix, calendars and timer pauses.
Routing rules
Ticket routing by team and priority.
Escalation steps
Notify, reassign, raise priority or call a webhook.
Saved filters
Status, priority, queue and owner views.
Bulk actions
Assign, reassign and update many at once.
Statuses & reopen
Open, pending, snoozed, solved, reopened, spam.
SLA reporting
See breaches and at-risk tickets at a glance.
Help desk software with built-in SLA management
RolChat's ticketing system turns conversations that need follow-up into tracked work. As customer support ticketing software, it collects requests from chat, email, messengers and forms into one queue, each ticket carrying its original thread and contact history.
What sets this ticketing software apart is SLA management built into the core. A priority matrix sets first-response and resolution targets for urgent, high, medium and low tickets, with business-hours or 24/7 calendars and timer pauses for customer-wait states.
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Escalation is automatic and stepwise: as a ticket approaches its target, escalation can notify the owner, alert a team lead, raise priority, reassign to a team or trigger a webhook. That makes SLA tracking proactive instead of a report you read after the fact.
With an omnichannel help desk view, routing rules and bulk actions, RolChat works as a shared ticketing system for teams of any size - a service desk experience without the weight of a separate platform.
Frequently asked questions
How is a ticket different from a chat?
A chat is a live conversation; a ticket is tracked work with a status, owner and SLA. You can convert a conversation into a ticket while keeping the original thread attached.
Can I set different SLAs by priority?
Yes. SLA management uses a priority matrix - separate first-response and resolution targets for urgent, high, medium and low.
What happens when an SLA is at risk?
Escalation management acts in steps: notify the owner or team lead, raise priority, reassign or call a webhook.
Does it collect tickets from all channels?
Yes. It is an omnichannel help desk - chat, email, messengers and web forms all become tickets in one queue.
Resolve every request, on time
Run a help desk with SLA management, routing and escalation built in.