🛠️ ITSM Capabilities: Service Portal, SLAs & Request Queues

We are expanding Collabase Projects to support complete IT Service Management (ITSM) workflows. Our goal is to provide a unified environment where support teams and end-users can interact seamlessly, eliminating the need for a separate, siloed ticketing system.

Here is what we are scoping for the initial ITSM release:

📥 Dedicated Request Queues: Structure incoming work with specialized triage views. Route, prioritize, and assign tickets efficiently without cluttering your standard development or project boards.

🌐 Customer Service Portal: A clean, dedicated front-end interface where internal or external users can easily submit support requests, communicate with agents, and track the status of their tickets.

📝 Custom Request Topics & Intake Forms: Define specific support categories (e.g., "Hardware Issue", "Access Request") within the portal. Attach customizable forms to each topic to ensure agents capture all necessary structured data upfront, drastically reducing back-and-forth communication.

👥 Customer Context: Link support requests directly to specific external clients or internal departments. This maintains a clear history of interactions and allows you to tie tickets to specific hardware or contracts in your Registry.

📚 Integrated Knowledge Base: Surface relevant Collabase Docs directly within the Service Portal. This enables self-service, allowing users to find solutions to common problems before creating a new ticket.

⏱️ SLA Management: Define and monitor Service Level Agreements. Track metrics like time-to-first-response and time-to-resolution, complete with visual warnings and automated escalations for approaching breaches.