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TixFin

Support

Support that keeps its promises

A real support chat, statuses and priorities you define yourself, and SLA automation that reminds and escalates before a deadline is missed.

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In short

What does TixFin support cover?

Support is built into the platform rather than bolted on. A full support chat handles platform and project conversations with messages and media, read status, closing, transfer, ticket linking, actions and presence. Project teams define their own support statuses and priorities, and SLA automation adds response and resolution deadlines per priority, automatic reminders before a breach, escalation to a higher priority when a deadline passes, and visible SLA states in both the ticket list and the ticket view.

  • Support chat with media, transfer and presence

  • Your own statuses and priorities per project

  • SLA reminders and automatic escalation

Capabilities

The service layer

  • 01

    Support chat

    Platform and project conversations with messages and media, read status, closing and transfer, ticket linking, actions and live presence.

  • 02

    Custom ticket taxonomy

    Project teams define their own support statuses and priorities instead of adapting to a fixed scheme.

  • 03

    SLA automation

    Response and resolution deadlines per priority, automatic reminders before a breach and escalation to a higher priority when a deadline is exceeded.

  • 04

    Visible SLA state

    The current SLA situation is shown directly in the ticket list and the ticket view, so nothing depends on someone remembering.

  • 05

    Remote support

    Dedicated operational functions for support teams: project search, support sessions, quick project overviews and rotatable support codes.

  • 06

    Task management

    Operational tasks with a fully configurable taxonomy — your own statuses, priorities, groups, tags and labels.

Specifications

Key facts

Conversation scopes
Platform-level and project-level
Chat features
Messages and media, read status, close, transfer, ticket link, actions, presence
Configurable
Support statuses and priorities per project
SLA model
Response and resolution deadlines per priority with reminders and escalation
Task taxonomy
Custom statuses, priorities, groups, tags and labels

How it works

Setting up support

  1. 01

    Define the taxonomy

    Create the support statuses and priorities your team actually uses.

  2. 02

    Set SLAs

    Attach response and resolution deadlines to each priority, with reminders before a breach.

  3. 03

    Handle conversations

    Answer in the support chat, link tickets, transfer where needed and close when resolved.

  4. 04

    Escalate automatically

    Missed deadlines escalate the ticket and surface it in the list before anyone has to chase it.

Support

Every conversation has a ticket behind it

Chat threads link to support tickets, so a quick question and a formal case are the same record seen from two angles. Actions and workflows run from inside the conversation instead of in a separate tool.

Use cases

Built for

FAQ

Support questions

Ask the team

  • Yes. Project teams define their own support statuses and priorities, so the workflow matches how the team already works.

  • Each priority carries a response and a resolution deadline. Reminders fire before a breach, tickets escalate to a higher priority when a deadline is exceeded, and the SLA state stays visible in the list and the ticket view.

  • Yes. Conversations support ticket linking, actions and workflows, so a chat thread and its formal case stay connected.

  • Remote support provides project search, support sessions, quick project overviews and rotatable support codes for exactly that purpose.

Set up your support desk

Define your statuses, attach SLAs and start answering in the built-in chat.