Assist Hub: Ticketing Tool
One ticketing system for customer and internal support requests, with automatic routing, SLA tracking and reports on how your support team is doing.
Every request tracked, nothing lost
Support requests arrive by email, phone and chat. Without one system, some get missed, SLAs slip and customers have to chase for updates.
Assist Hub logs every request in one place, routes it to the right person and keeps everyone informed until it is resolved.
One place for all requests
Customer questions, technical issues and service requests are all logged, tracked and resolved in Assist Hub. Support teams and requesters see the same status in real time.
Problems it solves
- Manual sorting and assigning of requests
- Tickets that get missed or answered late
- No clear ownership in the support team
- Customers left waiting without updates
- Requests scattered across email, phone and chat
Main features
- Automatic routing: rules send each ticket to the right team or specialist straight away.
- SLA tracking: set priorities and see which tickets are at risk of breaching their SLA.
- Ticket history: past responses and resolutions are kept, which builds a knowledge base and avoids repeat work.
- Notifications: requesters are told when a ticket is opened, updated or resolved.
- Simple interface: easy to learn for agents and requesters.
- Secure 24/7 access: submit and follow tickets from anywhere.
What you get
- Faster resolution through routing and automation
- Happier customers, with regular updates
- Less manual work for agents
- Reports on volumes, response times and recurring issues
- Support that scales as you grow
Assist Hub connects with your CRM and project management tools, so ticket data stays consistent.
Why Assist Hub from ITRadiant
Our AMS teams handle support tickets every day, so we know what a ticketing tool has to do well.
- Built from real support work: routing, SLAs and escalation designed with support teams in mind
- Configured to your rules: categories, priorities and SLAs set up for your organization
- Connects to your tools: CRM, email and monitoring tools through APIs
- Supported by us: one team for setup, integration and support
Frequently asked questions
How does Assist Hub integrate with other systems?
Through APIs and connectors to CRM, email and monitoring tools, so tickets can be created automatically and data is shared across systems.
How are users and access managed?
With role-based access control. Administrators assign permissions by role, so people only see the tickets and data relevant to them.
Can tickets be routed automatically?
Yes. Rules based on ticket type, priority or keywords assign each ticket to the right team or person.
How is data kept secure?
Through encryption, secure login (including two-factor authentication) and regular security reviews.
Does it include reports on support performance?
Yes. Dashboards show ticket volume, resolution time, SLA compliance and agent workload, so you can find bottlenecks.
Are support requests slipping through the cracks?
Book a demo and see how Assist Hub routes, tracks and reports on every ticket.
