Queue, SLA and service context in one window

A ticket is tied to a server, priority follows the client package, and there are exactly four states.

Smart queue

What is burning comes first

Breached SLA first, then urgency, priority and wait time. Priority is shown by bar thickness, not colour alone.

First reply and resolution SLA on every row

Bulk actions with undo

Keep open label with a reason and a date

Support queuesupport.panaceum.cc / queue

#SubjectStateSLA

3271Server will not start after the updateNeeds your reply+14 m

3268Question about a VPS plan changeNeeds your reply12 m

3266Install a modpack on MinecraftAnswered, waiting for clientpaused

3259Move the server to another nodeFrozen2 h 10 m

First reply SLA this shift94 % on target

Rules

support turn

Needs your reply

The SLA timer runs.

client turn

Answered, waiting for client

Timer paused, auto-close on schedule.

third party

Frozen

A reason and a date are required.

resolved

Closed

The client can rate the work.

Tools

Billing, panel and conversation on one screen.

Bulk actions

Close or take dozens of tickets, with undo.

AI summary

The issue, what was tried, what is needed.

Data masking

Revealing contacts is written to the access log.

Agent pseudonyms

Clients see Delta or Gamma, never a name.

Incidents

One mass issue, one notification to clients.

Shift points

For SLA, ratings and first-contact resolution.

We configure SLA by your packages and migrate the ticket history.