Great support isn't fast
it's informed
Mosic puts the customer's full story right next to every ticket: their deals, their projects, their past tickets, their messages, their tasks. Your agents respond with context. Your customers feel understood.
SLA Health
60 active ticketsRecent Breaches
My Recent Tickets
API rate limiting errors
Webhook delivery failures
Integration config issues
Real-time sync latency
SSO configuration
Tickets
60 itemsOpen
In Progress
Waiting on Customer
Resolved
From emergency to resolved, without the chaos
Mosic doesn't just log support tickets. It gives your team a system where every ticket finds the right person, gets the right deadline, and stays visible until it's done. And when it's resolved, the customer, the deal, and the team all stay connected.
Built for the way support actually works
Not a ticket logger. A system that routes work to the right people, enforces your promises, and keeps every customer's story connected.
Set the rules once, they work forever
Create SLA policies with per-priority targets: Critical tickets get 15 minutes for first response, Normal gets 4 hours. Add business hours so the clock only runs when your team is working. Add holidays so Christmas doesn't count against you. Set it up once and every ticket that comes in gets a live countdown timer automatically.
- Per-priority response and resolution targets (5 priority levels)
- Business hours with timezone awareness so SLAs respect your schedule
- Holiday lists that pause the clock on company days off
- Timer pauses automatically when waiting for customer reply
Tickets, right next to everything else you do today
Support agents don't only do tickets. They have tasks for the bug fix, follow-ups with the customer, and meetings to prep for. Mosic's Today view puts tickets alongside all of it. SLA-breached tickets sort to the top automatically. Your agent sees the full day, not just the queue.
- Today: tickets due for response, alongside tasks, deals, and leads
- Inbox: tickets and items with no deadline, waiting to be triaged
- Overdue: breached and at-risk tickets at the top, impossible to miss
- Upcoming: a timeline of everything coming this week, tickets next to everything else
See the heat before the fire
Open the helpdesk and the SLA health tells you everything. Green tickets are on track. Yellow tickets are at risk, past 90% of their time, pulsing so you can't miss them. Red tickets breached their deadline. Click the At Risk filter. Assign. Respond. Done. Or select fifty tickets and update them all at once. Bulk status, priority, and assignee changes keep your team moving fast when the queue fills up.
- Live SLA indicators: On Track (green), At Risk (yellow, pulsing), Breached (red, pulsing)
- Filter by SLA status, priority, assignee, channel, customer, or ticket type
- Bulk update status, priority, or assignees on up to fifty tickets at once
- Kanban view with full SLA progress bars on every card
Support doesn't live in a silo
Every ticket links to a customer and a contact. From the ticket, your agent sees the customer's deals, their project tasks, their other tickets, their email messages, their calendar events, and their relations to other documents. When a VIP customer writes in, your agent already knows they have three open deals and a renewal next month. The response reflects that. That's what informed support looks like.
- Customer, contact, and deal linked directly on every ticket
- Messages tab shows the full email conversation without leaving the ticket
- Tasks tab tracks the actual work being done to resolve the issue
- Events, contacts, and relations all visible from the ticket detail page
Ready to keep every promise?
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A closer look at every stage of support
Each part of the helpdesk has its own story. Here's what it looks like when your team lives in it, and how every ticket connects to the bigger picture.
Ticket Detail: One page, the full story
Open a ticket and everything is there. The left sidebar shows the customer, the contact who reported it, the SLA status with a live countdown bar, the priority, the assignees, the channel it came from, the ticket type, and tags. The center has the rich text description with a full formatting toolbar, plus resolution notes and file attachments when the ticket gets resolved. The right sidebar has tabs for messages from the customer, internal comments, notes, activity timeline, calendar events, linked tasks, contacts, and document relations. Your agent never opens another tab.
What's inside
- Left sidebar: customer, contact, SLA, priority, assignees, channel, type, tags
- Center: rich text description, resolution notes, file attachments
- Right sidebar: messages, comments, notes, activity, events, tasks, contacts, relations
- Inline editing on subject, priority, and status without opening a modal
- Auto-save batches field changes every 30 seconds
SLA Countdown: A promise you can see being kept
Most helpdesks show you a due date and leave you to do the math. Mosic shows you a live progress bar that counts down in real time, updating every minute. Green means on track. Yellow means you're past 90% of your allotted time and the indicator starts pulsing. Red means breached, and it pulses harder so nobody misses it. The timer pauses automatically when the ticket is on hold, pending, or waiting for the customer to reply. Business hours mode means the clock only runs when your team is working, and holidays don't count.
What's inside
- Live countdown timers updating every minute on every ticket
- Three visual states: On Track (green), At Risk (yellow), Breached (red)
- Timer pauses on On Hold, Pending, and Awaiting Reply statuses
- Business hours mode with timezone awareness and holiday exclusion
- Scheduled enforcement runs every 15 minutes to catch missed deadlines
Smart Routing: New tickets never wait for someone to notice
A ticket comes in at 2am. Who handles it? With Manual assignment, the ticket sits until a manager assigns it. With Round Robin, the system checks each agent's open ticket count and hands it to the one with the lightest load. With Team Queue, the ticket goes to the whole team and the first available agent claims it. Configure the strategy per ticket type: critical bugs go to the senior team via Round Robin, billing questions go to the finance team via Queue, everything else is manual. The point is, the ticket lands with the right person without a human having to think about it.
What's inside
- Round Robin checks each agent's capacity before assigning
- Team Queue puts tickets in front of the whole team for first-to-claim
- Configurable per ticket type: different strategies for different workflows
- Auto-assign teams on ticket creation based on ticket type settings
- Max open tickets per agent prevents overload
Customer Messages: The conversation, not just the ticket
Most helpdesks show you the ticket description and that's it. The actual email conversation with the customer is buried somewhere else. Mosic puts a Messages tab right on the ticket detail page. Your agent sees the full back-and-forth with the customer without switching to an email client. Reply inline. See what was said before. Understand the context before typing a word. When the customer sends a follow-up, it lands right there in the thread.
What's inside
- Full email conversation thread visible on the ticket
- Reply inline without switching to an email client
- Historical messages so agents see what was said before
- Follow-up messages land directly in the ticket thread
Customer Context: The person behind the ticket
A customer writes in about a bug. Your agent opens the ticket and sees the description. In most helpdesks, that's all they get. In Mosic, they click the customer's name and see their deals, their project tasks, their other open tickets, their contacts, their email history. They see that this customer has a renewal deal in the pipeline and two other tickets open this week. Now the response isn't "we'll look into it." It's "I see you're also waiting on the export fix, let me check if these are related." That's the difference between fast support and informed support.
What's inside
- Customer record linked on every ticket with one-click access
- See the customer's deals, projects, tasks, and other tickets from the ticket page
- Tasks tab on the ticket shows linked project work being done
- Contacts tab shows everyone associated with the ticket
- Events tab tracks follow-up meetings and scheduled calls
Kanban View: Visual triage at a glance
Kanban cards grouped by whatever you need: status, priority, SLA status, assignee, team, customer, channel, or date. Each card shows the ticket identifier, the subject, the priority badge, the SLA progress bar, the ticket type, and the assignee avatars. Click to preview. Drag to move. The full SLA bar sits on every card so you see at a glance which tickets are about to breach. Need the compact view? Switch to list view with sortable columns and inline actions.
What's inside
- Group by status, priority, SLA status, assignee, team, customer, or channel
- SLA progress bar on every card for instant visual triage
- Inline priority and status changes directly on each card
- List view with sortable columns for detail-oriented workflows
- Deep linking: share filtered views with your team via URL
Resolution Workflow: Close with accountability
Resolving a ticket isn't just flipping a status. When your agent clicks Resolve, a modal appears asking for resolution notes in rich text. They describe what they found and how they fixed it. They pick a root cause category. Some ticket types require both before the ticket can close, so your team can't mark something resolved without explaining what they did. The resolution notes, the root cause, and the resolved timestamp all stay on the ticket permanently. When the customer rates their experience, that 1-to-5 star rating lands on the ticket too.
What's inside
- Resolution modal captures notes in rich text before closing
- Root cause categorization for pattern analysis
- Ticket types can enforce resolution notes and root cause as required
- Customer satisfaction ratings: 1 to 5 stars with optional comments
- Reopen tracking with count and who reopened, for repeat issue detection
Customer Portal: Self-service that lightens the load
Not every ticket needs an agent. Customers browse their own tickets, create new ones with rich text descriptions and file attachments, and close or reopen as needed. They see real-time status updates the moment your team changes something. They rate the resolution. Your agents spend less time answering "where is my ticket?" and more time actually fixing things. The portal is a separate, branded experience, not a confusing admin panel.
What's inside
- Customers create tickets with rich text and file attachments
- Real-time status updates through live connections
- Customers close and reopen their own tickets
- Satisfaction ratings submitted right from the portal
- Separate branded experience, no admin panel confusion
Your Daily Views: Tickets, tasks, deals, leads, one list
Your agents have tickets to resolve, tasks to complete, meetings to attend, and follow-ups to send. Most tools show them one thing: a ticket queue. Mosic shows them their whole day. The Today view pulls tickets due for response or resolution, mixes them with tasks, deals, and leads that need attention, and sorts everything by urgency. SLA-breached tickets always land at the top. At-risk tickets come next. Then the rest. Each item has its own color: orange for tickets, blue for tasks, violet for deals, green for leads. Your agent works through the list top to bottom and knows they handled the most important thing first. Inbox catches new tickets with no deadline. Overdue surfaces everything past due. Upcoming maps the rest of the week. Four views, one place, every module.
What's inside
- Four views: Today, Inbox, Overdue, Upcoming, each pulling tickets, tasks, deals, and leads
- Urgency sorting: breached tickets first, then at-risk, then overdue deals, then everything else
- Color-coded cards: orange tickets, blue tasks, violet deals, green leads
- Filter by type with tabs: All, Tickets, Tasks, Deals, Leads
- Drag items between views to reschedule without opening the detail page
See it in action
Real scenarios support teams run every day in Mosic.
Monday triage in 10 minutes, not 45
A support lead opens the helpdesk Monday morning. 23 tickets came in over the weekend. Three breached their SLA overnight. Seven are at risk. The team needs to know what to work on first without a 45-minute triage meeting.
- 1Open the helpdesk and the SLA health tells the whole story
- 2Click the Breached filter: three tickets, red and pulsing
- 3Assign the three breached tickets to senior agents directly from the list
- 4Click At Risk: seven tickets with yellow indicators, past 90% of their time
- 5Round Robin already distributed 12 new overnight tickets to the team evenly
A VIP customer writes in at 11pm on a Friday
An enterprise customer emails about a critical outage. The ticket comes in through the email channel, gets tagged Critical by the ticket type rules, and the SLA policy kicks in automatically. First response is due in 15 minutes, resolution in 2 hours. Business hours are configured, but this policy overrides them for Critical tickets.
- 1Email arrives and creates a ticket automatically with Critical priority
- 2Ticket type applies the 15-minute first response SLA target
- 3Round Robin assigns to the on-call agent based on open ticket capacity
- 4Agent gets a notification, opens the ticket, and sees the customer's three open deals and renewal next month
- 5Agent responds in 8 minutes with full context, resolves in 90 minutes with notes and root cause
One list, one agent, one productive afternoon
A support agent at a SaaS company has fourteen open tickets, a task to update the knowledge base article for a recurring issue, and a meeting prep for a quarterly review. Before Mosic, tickets lived in the helpdesk, the task lived in Notion, and the meeting prep lived in her head. She forgot the task twice last week.
- 1Today view shows five tickets with SLA deadlines today (orange cards on top), one knowledge base task (blue card), and one meeting prep task due at 3pm
- 2She resolves three tickets before lunch, the SLA bars go green, and the cards move to Done
- 3The knowledge base task catches her eye because it's right there next to the tickets, she updates it between two ticket responses
- 4An SLA-breached ticket from yesterday appears in red at the top of her list, she resolves it with root cause captured before it hits the daily report
- 5Meeting prep at 3pm, she marks it done, and her Today list is clear by 4pm
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