SLAs with business hours
Response and resolution targets per priority, calculated in your business hours with public holidays. Waiting statuses pause the clock, breaches are flagged and reported.
More features of uttek Tickets
Inbox with views and board
Saved views (mine, unassigned, SLA overdue …), filters, bulk actions and a drag-and-drop kanban board. New customer replies are highlighted.
Password-free customer portal
Customers submit requests via a web form, follow progress via a secure link, reply and rate the solution. With spam protection and privacy notice.
Knowledge base
Internal and public articles. While a customer types, the portal suggests matching articles – many questions answer themselves.
Automations and routing (Pro and up)
If-then rules for category, team, priority and status, automatic round-robin assignment and ticket merging.
Reports (Pro and up)
Volume, resolutions, SLA rate, response times, satisfaction and load by weekday and hour – with CSV export.
uttek Connect: Dispo, Call, Customers
REST API and signed webhooks. Hand a ticket to uttek Dispo with one click, take over callbacks from uttek Call, use customers from uttek Customers.
GDPR, roles and security
Data export and erasure per contact, freely definable roles and permissions, CSRF protection, secure passwords. Enterprise with tamper-evident audit log.
SQLite or MySQL/MariaDB
Starts with SQLite and zero setup. A wizard later moves to MySQL/MariaDB with trial run and backup (Pro and up), PostgreSQL in Enterprise.
State-of-the-art security
Password policy with a check against leaked passwords, two-factor sign-in via authenticator app with backup codes (can be required per role), login lockout after failed attempts, “forgot password” by email, HTTPS/HSTS and encryption of sensitive fields – all switchable, nothing forced.