Platform · Incident
Resolve customer issues faster without losing control, context or the audit trail
Incident is customer case and complaint management software for service teams that need more structure than a shared inbox and more flexibility than a legacy ticketing tool. It brings customer conversations, ownership, SLA commitments, escalation and resolution history into one auditable workflow.
Key capabilities
Multi-channel case intake
Accept cases from email, live chat, WhatsApp, and voice-to-case in one structured queue.
SLA tracking and escalation rules by case type
Define SLA rules by case type and escalate automatically before a breach.
Full audit trail on every case for compliance review
Keep a complete, attributable record of every action taken on a case.
Configurable workflows by department or product line
Match intake, triage, and resolution workflows to your operating model.
Shared customer context across Incident, Outreach and Collect
Shared customer context across Incident, Outreach and Collect
What Incident helps teams manage
See Incident in action
Book a walkthrough with one of our CX platform specialists.