Ticketing & Case Management

1. Native tickets

Some teams want the whole case lifecycle inside OptiML. Others have a service desk their organisation standardised on and will not move. Both are first-class here.

A full ticket workspace: queues, assignment, priority, status, SLA timers, threaded correspondence, attachments, internal notes and resolution. Tickets get created from a conversation with the transcript, the summary and the extracted entities already attached, so whoever picks the case up second reads what the customer said instead of a paraphrase typed under wrap-up pressure. Most ticket forms ask an agent to describe a call the system already recorded.

• Queues, assignment and priority
• An SLA timer on every ticket, running from the moment it is created
• Threaded correspondence, attachments
• Internal notes that stay off the customer thread

The agent desk tickets are raised from

2. Or your ITSM, synced

Change control, licence spend and a decade of process live in that other system. Syncing to it costs less than arguing with it.

Two-way sync with ServiceNow, Jira Service Management, Zendesk, Freshdesk, Freshservice, BMC, Linear, Salesforce Cases, HubSpot Tickets, Dynamics and Zoho Desk. You configure the field mapping. Status transitions are honoured in both directions, and an update made in the service desk flows back into the conversation the agent had, not into a notification queue nobody opens.

Ask us about your ITSM connector

3. Any tool, through the universal adapter

Every estate has one: the in-house tool, the regional vendor, the system a client insists on. It is the reason ticketing projects stall. Here it is a mapping file.

A config-driven JSON mapping connects any ticketing system with a REST API. You describe the create call once, then the field names, then the status vocabulary that tool happens to use. That is the whole integration. No custom development, and no waiting for a connector to climb somebody else's roadmap.

• Configuration, not code
• Field mapping and status transitions, both directions
• Credentials held as secrets, never written into the mapping file

Walk a mapping through with our team

// Any REST-based ticketing system, described once.
{
  "system": "in-house-servicedesk",
  "baseUrl": "https://servicedesk.internal.example/api/v2",
  "auth": { "type": "bearer", "secret": "vault://optiml/servicedesk" },
  "create": {
    "method": "POST",
    "path":   "/tickets",
    "map": {
      "summary":     "conversation.summary.title",
      "body":        "conversation.transcript",
      "requester":   "customer.email",
      "urgency":     "conversation.priority",
      "origin":      "conversation.channel",
      "external_ref": "conversation.id"
    }
  },
  "status": {
    "open": "NEW", "pending": "AWAITING_CUSTOMER", "resolved": "CLOSED"
  }
}

4. SLAs that escalate

A target nobody watches is a number in a config file. These ones have a rule attached to the moment they are missed.

Targets are set per channel and per priority, so a voice P1 and an email P3 carry separate clocks rather than sharing one figure that suits neither of them. Threshold tracking flags a case before it breaches. Escalation triggers on a breach, on a sentiment dip, on a keyword match or on repeated contact. Approvals sit in front of the actions that need sign-off, and idle tickets auto-close after a grace notice.

• Targets per channel and per priority
• Triggers on breach, sentiment, keyword or a third contact in seven days
• Approval before a high-stakes action
• Auto-close on idle, with a grace notice first

Build the escalation as a workflow

5. Email as a case channel

Email is where cases go quiet. It lands in a mailbox one person owns, nowhere near the call that started the whole thing.

Inbound mail creates or updates a case and threads into the same conversation record as the call or the WhatsApp message it follows. Replies go out from the desk. Out of hours an auto-acknowledgement goes back, so the customer is not sitting there wondering whether the address even works. Each inbox carries its own routing rules.

• Inbound mail creates or updates a case
• Threaded into the same conversation record as the call before it
• Out-of-hours auto-acknowledgement
• Multiple inboxes, each with its own routing rules

See how the channels share one record

6. Resolution that closes the loop

Closing a case is the cheapest moment to improve the next one. Most contact centres spend it on a status change and nothing else.

Close a case and a few things happen without anyone having to remember them. A resolution email goes out with a CSAT or NPS survey attached. The conversation is mined into a draft knowledge article for the next person who asks the same thing. Outcome and disposition land in the reporting set at the same time, so the close is a measurement as well as an ending.

• Resolution email on close
• CSAT or NPS survey
• Draft knowledge article proposed for review, never published on its own
• Outcome and disposition straight into the reporting set

See where the draft article lands