Ticket management that scales with how your team actually works
Most ticketing tools either feel like glorified email or get so heavy your team avoids them. Orbit sits between the two — a clean queue, real ownership, internal context, and the workflow rigor that support orgs actually need.
Who it's for
- MSPs and IT support companies running tiered support
- Help desks that have outgrown shared inboxes
- Internal IT teams supporting employees and contractors
- Software support teams handling product-led tickets
Pain points we solve
- Tickets bouncing between Slack, email, and a half-used PSA
- No clear ownership or escalation path
- Internal notes mixed with customer-facing replies
- No visibility into queue depth or first-response times
How Orbit fits
Orbit's ticketing is built around three ideas: one queue per team, clear ownership on every ticket, and internal notes that don't bleed into the customer view. Tickets pull in client context automatically, automations notify customers at status changes, and time logged against the ticket lands on the right invoice.
What Orbit delivers
One shared queue
Intake from email, portal, or API lands in a single queue. Filters and saved views give each tier its own slice without splitting the platform.
Owner-on-every-ticket model
Every ticket has a clear owner. Reassignments are explicit and tracked. No more 'is anyone on this?' in Slack.
Internal notes that stay internal
Investigation, escalation rationale, and account-specific context live on the ticket without leaking to the customer view.
SLA-aware queues
Tickets show time-to-first-response and time-to-resolution against your SLA tiers, so the team can self-prioritize.
Status-driven automations
Status changes can fire client notifications, internal alerts, time logs, or downstream tasks — without manual work.
Threaded history per client
Every ticket attaches to the right client record, so reopened or related tickets keep their context across the relationship.
When teams reach for this
- Tier 1 triage with structured escalations to Tier 2/3
- Recurring monthly retainer work captured against the right agreement
- After-hours coverage with on-call routing
- Project-style work that needs ticket-level tracking
- Internal employee IT requests submitted via portal
Frequently asked questions
- How is Orbit's ticketing different from a shared inbox?
- Shared inboxes work until they don't — usually around the point where two people pick up the same reply, or a ticket sits a week before anyone notices. Orbit gives every ticket a clear owner, a status history, and automations around state changes, while still letting the team work from email when they want.
- Can we use Orbit's ticketing without the PSA / billing pieces?
- Yes. Teams often start with just ticketing and CRM, then turn on time tracking, automations, and invoicing as they're ready. There's no hard requirement to use the whole platform on day one.
- Does Orbit support SLAs?
- Yes. SLAs can be set per client, per agreement, or per ticket type. Tickets surface time-to-first-response and time-to-resolution counters so the team can prioritize without flipping between tools.
- How does ticketing tie into billing?
- Time logged against a ticket flows directly to the right agreement and the next invoice. Billable vs non-billable is tracked at the entry level. No re-keying time at end-of-month.
Want to see how this works in Orbit?
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