Customer, order/reference id, category, severity, region and assignment on one record
Service CRM · Service Desk
Ticket Record
Every field that decides what happens next, on the ticket
app.quipcom.ai
In detail
What Ticket Record does
Part of Service Desk in QuipCRM — Service CRM. One screen per ticket: the queue, the whole conversation, and the AI that reads both.
Additional details (order value, environment, delivery slot and similar) captured per category
The record is what routing, SLA and escalation all read from — nothing lives off to the side
Where it fits
Everything an agent needs, on one screen
Ticket Record is 3 of 9 modules in this area. Each one works on the same record.
The Service CRM workflow, end to end
Ticket Record supports this flow alongside the other Service CRM modules.
- 01
Raise
The requester picks a department, sees the matching knowledge base, and only files a ticket if the answer is not already there.
- 02
Route
Category and tags set the SLA tier; the assignment strategy picks the agent; the notification matrix tells everyone who needs to know.
- 03
Resolve
The agent works one screen — thread, record, actions and QuipAI — while the SLA clock runs against business hours.
- 04
Learn
Deflection, accuracy, CSAT and SLA compliance are measured per category, which is what tells you where to let the AI take more.
Bring one real support queue.
We’ll set up your categories, SLA tiers and escalation live, and show QuipAI drafting replies on sample tickets.