Every request, every reply, one source of truth.
Inbound requests become structured, assignable tasks with subtasks, threaded email, internal notes, file uploads, SLA tracking, and an AI assistant that drafts replies — all in the same record.
Who it's for
- MSPs and IT support companies running tiered support
- Help desks that have outgrown shared inboxes
- Internal IT teams supporting employees
- Software support teams handling product tickets
The problem it solves
Most ticketing tools either feel like glorified email or get so heavy your team avoids them. Internal notes leak. Email replies fragment. New techs starting on a ticket can't read where it stands without asking three people.
The flow, end to end
Inbound → structured ticket
Email and form submissions become structured tasks with priority, SLA, owner, subtasks, and attached client context.
AI-drafted replies
Inside any task, the AI composer drafts the next reply using ticket context, client history, and your knowledge base.
Internal notes that stay internal
Internal discussion happens on the same record but never leaks to the customer view.
Full audit trail
Every reassignment, status change, time entry, and reply is recorded — audit-ready by default.
What teams actually get
The specific outcomes service teams see when they put Ticketing to work.
- Faster first replies with AI-drafted answers
- Cleaner SLA tracking with per-tier counters
- Shared ownership without dropped balls
- Full audit history without any extra effort
A typical run-through
- 1.Client emails support@ — Orbit creates a structured ticket.
- 2.Owner assigned automatically based on routing rules.
- 3.AI drafts the first reply; tech reviews and sends.
- 4.Time logged against the ticket as work progresses.
- 5.Resolution closes the loop; hours flow to the invoice.
Map this module to your workflow
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