Ticket workspace
Create, assign, and track tickets with full merchant context — application history, processing volume, open compliance items — visible on every ticket.
The queue
Support that never drops a thread.
A ticketing system built for ISO support — intelligent routing, SLA timers, bulk operations, and merchant context attached to every conversation.
Open tickets · today
1 P1 nearing breachOpen
47
On-time
94%
At risk
3
Avg first response
14m
Ticket
Subject
Assignee
Status
SLA
P1TCK-7421
Settlement file mismatch on May batch
Acme Coffee Co. · Billing
PMPriya
In progress
12m left
P2TCK-7420
PCI questionnaire blocking renewal
Bayside Auto Repair · Compliance
DWDevin
Open
1h 22m
P2TCK-7419
Terminal not booting · Verifone P400
Northwind Spa · Technical
ACAnya
Waiting
2h 41m
P3TCK-7418
Chargeback evidence upload help
Ridgeline Outfitters · Chargeback
MTMarco
In progress
5h 14m
P4TCK-7417
Update DBA on file
Northgate Cleaners · Account
JRJordan
Open
1d 8h
247 tickets resolved this week
2h 18m avg resolution
96.4% SLA met
Why a real queue matters
Email and spreadsheets break at scale.
When a portfolio crosses a few hundred merchants, ad-hoc support stops working — issues fall through, response times slip, and merchants notice. Pulse gives agents and ISOs a structured queue with merchant context from the CRM and routing power from the rules engine — every ticket lands in the right place with the right context.
What's inside
Built for merchant-services support.
Intelligent routing
Tickets land with the right agent automatically based on type, merchant tier, priority, or custom rules. Round-robin and load-balanced assignment included.
Types + categories
Built-in categories for support, compliance, technical, billing, and chargeback assistance — plus custom categories for the way your team works.
Priority + SLAs
Configurable SLA targets per priority level. Live countdown timers on every open ticket. Auto-escalation when breach risk crosses threshold.
Bulk operations
Reassign, close, re-prioritize, or status-shift dozens of tickets in a single action. Built for the day a processor outage triples queue depth.
Team collaboration
Internal notes, @mentions, and a complete activity history make handoffs clean. Nothing gets lost between shifts or specialists.
Categories
Every kind of ticket the back office sees.
Merchant support requests
Application status inquiries
Compliance + documentation
Technical integration issues
Billing + residual questions
Equipment + terminal support
Chargeback dispute assistance
Account modification
How it works
Five steps from inbox to closed.
- Step 1
Create
Ticket arrives via portal, inbound email, rules engine, or manual entry — merchant context is auto-attached.
- Step 2
Categorize
Type, category, priority assigned. SLA timer starts from the priority configuration.
- Step 3
Route
Routing rule sends to the right team or person — by tier, type, workload, or skill.
- Step 4
Resolve
Notes, @mentions, and full conversation thread keep collaborators aligned through closure.
- Step 5
Report
SLA compliance, average resolution time, volume trends, and team performance feed dashboards.
From the first ticket to thousands.
Bulk operations, queue views, and rule-driven routing keep ticket math linear as the portfolio grows. The same interface that worked at 100 merchants works at 10,000.
SLA-driven accountability.
Per-priority SLA targets, real-time countdown timers, auto-escalation before breach. Reporting tracks compliance by priority, agent, category, and time window — coachable metrics, not vibes.
Outcomes
Faster resolution. Happier merchants. Coachable metrics.
Faster resolution
Routing + complete context cut handle time. Issues close on first touch instead of bouncing.
Nothing falls through
SLA timers and auto-escalation guarantee every ticket gets attention before it breaches.
Scale your support
Bulk ops and rule-driven routing let a small team support a large book without queue-collapse.
Data-driven improvement
Volume trends, categories, and team metrics make staffing and process improvement decisions obvious.
Who it's for
For the team behind every merchant interaction.
- Agents and ISOs supporting hundreds or thousands of merchants
- Operations teams tracking compliance, technical, and billing inquiries
- Managers who need SLA reporting and team performance metrics
- Organizations using multiple processors who need unified ticket triage
- Teams transitioning from email + spreadsheet support to a structured queue
Related
Where this connects.
Closed release · now taking applications
Stop chasing residuals in spreadsheets.
Boarding in minutes. Residuals that reconcile themselves. A platform that actually understands the way your team operates.
Invite-only cohort · Hand-picked for the closed release
PCI DSS compliantSOC 2 Type II99.9% uptimeMulti-processor