ClearPath Ticketing
At ClearPath, we provide a fully managed ticketing and service management solution, designed to streamline IT operations and improve service efficiency. Our cloud-based system ensures seamless support with structured workflows, SLA tracking, and real-time visibility into IT requests.
We offer three levels of access tailored to different roles within your organization:
Full Agent – Designed for IT staff and support teams, allowing full interaction with tickets, escalations, and workflow automation.
Team Lead – Provides visibility into all team tickets, enabling oversight, reporting, and efficient management of ongoing requests.
End User – A simple and intuitive interface for submitting and tracking tickets, ensuring quick issue resolution with minimal complexity.
With ClearPath’s Managed Ticketing Solution, businesses gain full visibility, structured support, and improved service accountability, ensuring that every request is efficiently handled and resolved.
Automated Ticket Routing
Assigns tickets to the appropriate team or agent based on category, priority, and workload.
SLA Management
Tracks service level agreements to ensure timely response and resolution of requests.
Priority & Escalation Rules
Automatically escalates tickets based on urgency, response time, or inactivity, including to ClearPath Engineering.
Self-Service Portal
Allows end users to submit and track tickets, reducing the need for direct IT involvement.
Knowledge Base Integration
Provides self-help solutions and automated suggestions based on ticket content.
Multi-Channel Support
Accepts tickets via email, web portal, chat, and phone for seamless communication.
Team Collaboration Tools
Enables internal notes, ticket assignments, and shared ticket visibility for teamwork.
Customizable Workflows
Automates approvals, status updates, and actions based on predefined rules.
Reporting & Analytics
Tracks performance metrics, ticket trends, and agent workload for continuous improvement.
Asset & Configuration Management
Links tickets to RMM devices, software, or users for better issue tracking.
Email & Notification Alerts
Keeps users and agents updated on ticket status changes and required actions.
Ticket Merging & Linking
Combines related issues or dependencies for efficient resolution.