A chat that becomes an incident the moment it needs to.

Requesters reach an agent directly in a live chat window — no ticket number to quote, no email to draft. When the conversation turns out to be a real issue, the agent raises it as an incident from right there in the chat, carrying the transcript across as the ticket's opening context.

On this screenA live conversation with an agent, with the option to raise an incident without leaving the chat window.

Requester and agent chat in real time — no ticket number needed to start
The agent decides when a conversation is actually an incident
One click turns the chat into an incident, transcript included
The new incident carries the same SLA clock and audit trail as any other

Click the video to enlarge →

What you get

Chat first, ticket only if it's needed

Not every question is an incident. A requester can get an answer in chat and never generate a ticket at all — the record only exists once an agent decides it should.

One click from chat to incident

When an agent decides a conversation needs to be tracked, they raise the incident from inside the chat itself, instead of re-typing the problem into a separate form.

The transcript becomes the opening context

The conversation that led to the decision comes across onto the incident, so whoever picks it up later can see exactly what was already said and tried.

Same SLA clock, same audit trail

An incident opened from chat is a normal incident — response and resolution SLAs start ticking and every action is recorded, the same as one raised by email, WhatsApp or the portal.

Also included

Chat sits alongside email, WhatsApp and portal intake

Full chat transcript preserved on the linked incident

Agent-controlled — a chat only becomes a ticket on request

Works with the rest of the platform.

Incident ManagementQueues, SLA clocks, major incidentsExplore →AI AgentsAgents that close tickets, not just route themExplore →Smart NotificationsGranular, per-event alertingExplore →

Get started

Try it on your own tickets for 14 days.

No credit card, no sales call required. Start free and see how it handles your actual queue.

14-day trial · No credit card · From ₹549/agent/mo · Data stored in India