Every issue tracked, from first contact to solved.
Requests arrive by phone, voicemail and email — and slip between them. 9bx turns each one into a ticket on the customer’s timeline, with response targets your team can see and a call-back list for every missed caller.
- One timeline per customer
- SLA targets on every ticket
- No missed caller left waiting
- default call-back target, counted in office hours
- 60 min
- SLA clocks on every ticket
- 2
- reply reaches every customer hit by an outage
- 1
- customer ratings on calls and tickets
- 1–5
Everything between “hello” and “solved”.
Phone, voicemail, email and web forms feed one helpdesk, with the customer’s history on every screen.
Tickets from every channel
Calls, voicemails, emails, web forms and the API become tickets, assigned automatically.
SLA targets
First-response and resolution clocks that follow office hours, with escalation on breach.
Call-back list
Every missed caller with a deadline, attempt count and one-click dial — cleared when anyone reaches them.
Incidents
Link every ticket from an outage and update all affected customers with one reply.
CSAT
A keypad survey after calls and a rating on every resolved ticket, reported by agent and team.
Customer timeline
Calls, recordings, tickets and replies on one record, so nobody asks the customer twice.
No missed caller left waiting.
Every unanswered caller lands on the call-back list with a deadline counted in office hours. Attempts are counted, overdue entries stand out, and an entry clears itself as soon as anyone on the team reaches that number. Missed calls can also open a follow-up task or a ticket automatically.
- Deadline in office hours
- Attempt counter
- Clears when the caller is reached
- Automatic task or ticket
Targets everyone can see, before they’re missed.
Set first-response and resolution targets per priority. Agents see each ticket’s clock, at-risk tickets are flagged before the deadline, and breaches notify, reassign or raise priority on their own.
- Targets per priority
- At-risk warnings
- Escalation on breach
- SLA report by team
Customers see progress without chasing you.
Each ticket can have a secret link where the customer sees the status, replies and rates the help they got — no account needed. During an outage, one incident reply updates every affected customer at once.
- No-login ticket link
- Replies & attachments
- Stars or smiley ratings
- One reply per incident
Support teams of every shape.
- ISPs
Outages handled in one reply
Incidents link every affected ticket and keep those customers updated together.
- Online shops
“Where is my order?”
Calls, voicemails and emails about orders become tickets with a link the buyer can check.
- IT service desks
Internal requests on time
Categories with owners, SLA policies and saved views for each team.
Yes. Calls, voicemails and missed calls can become tickets in one click or automatically, and emails become tickets as soon as your mailbox is connected. They all share the same SLA policies and views.
Give support teams one place to work.
Start a trial with your own numbers and mailbox — or talk to us about moving your current helpdesk.