Management asked for last month's SLA report.
You had a WhatsApp thread.
Emmisre gives IT and facilities a real service desk — multi-channel ticket intake, a live SLA engine with breach alerts, multi-tier escalation and a knowledge base that deflects repeat requests. Support with a queue, a clock and a full audit trail.
| Ticket | SLA | State |
|---|---|---|
| Network down · Floor 3 | 1h | escalated |
| Email access · Finance | 4h | in progress |
| Printer · Reception | 8h | on track |
| New laptop · Onboarding | 1d | on track |
A service desk with a real clock.
Everything from intake to reporting — built so nothing sits unanswered and everything is accountable.
Live SLA engine
Configurable response and resolution targets per priority and category — with live timers showing on time / at risk / breached and automatic breach alerts via SMS/WhatsApp.
Escalation tiers
Agent → senior → manager. Multi-tier escalation triggers automatically on SLA risk or breach — no manual chasing, no ticket left to die.
Deflecting knowledge base
Searchable articles surfaced automatically during ticket creation — deflect repeat requests before they become tickets. Build it over time with your team.
Role-based workspace
Admins, technicians and end users each see only what is relevant — scoped by role, nothing more. Multi-channel intake via web form, email-to-ticket and GREPX.
Full audit trail
Tamper-evident record of who did what, to which ticket, and when. Priority workflow P1–P4 with assignment, internal notes, attachments and full activity timeline.
Performance dashboards
Open/closed volumes, average resolution time, SLA-met % and escalation counts — exportable to PDF, CSV or Excel for the monthly review.
P1–P4 priority workflow
Four priority tiers with assignment, internal notes, attachments and a complete activity timeline. Every ticket fully documented from open to close.
GREPX AI inside
Raise a ticket, summarise a backlog or ask "how many P1s are open right now?" — GREPX works across Emmisre in plain language, no dashboard required.
Not Freshservice. Not a WhatsApp thread.
Freshservice's full SLA capability takes 3–6 months to configure and charges $29/agent extra for AI. ManageEngine's interface is a decade old. Emmisre delivers a working service desk from day one — escalation tiers, live SLA timers and GREPX included, no add-ons required.
- P1–P4 workflow ships configured — not a blank canvas
- Live SLA timers with on-time / at-risk / breached states, built in
- No AI add-on charge — GREPX is part of the platform
- Real support, real engineers
| Emmisre | Freshservice | ManageEngine | |
|---|---|---|---|
| Time to live | Days | 3–6 months | Weeks |
| SLA engine | Built-in | Config req. | Config req. |
| AI included | Yes | +$29/agent | Add-on |
| Direct-from-builder support | Yes | Ticket queue | Ticket queue |
One page your champion can forward.
A queue, not a chat
Every request becomes a tracked ticket with an owner, a clock and a clear next step.
- SLA timers and breach alerts
- Knowledge base for repeat issues
- Escalation that routes itself
Auditable and access-controlled
Role-based access and a tamper-evident log on every action — the evidence governance asks for.
- Role tiers, scoped by team
- Full audit trail, exportable
- Data export rights — no lock-in
The report you can trust
SLA compliance and team performance in numbers, not anecdotes — ready for the monthly review.
- SLA met / breached, by priority
- Agent and team performance
- PDF / CSV / Excel exports
Security questions? See our Security & Trust page.
One login, one access model and one audit trail across every tool — with GREPX on top.
Give your support a real queue.
Book a tailored 20-minute walkthrough and we'll map Emmisre to your sites, roles and brand — with the real data behind it. No slides.