Seamless support ticketing that connects your clients, your team, and your inbox.
Dynaflow gives your support team two ways to work: a visual Kanban board with drag-and-drop columns, or a sortable, filterable list view. Switch between them with one click. Both views show the same data — priority levels, SLA timers, assigned agents, and current status.
Tickets are categorized automatically: damage reports, missing items, returns, customs issues, priority shipments. Each category can have its own SLA rules and escalation paths. Bulk actions let agents update, reassign, or close multiple tickets at once.
Quick filters by client, priority, status, or agent mean your team spends time solving problems — not searching for them.
Every ticket has a real-time chat thread where client messages, agent responses, and system events live together in chronological order. When a shipment status changes, the system logs it automatically. When a client sends a message, your agent sees it instantly.
File attachments — photos of damaged goods, shipping labels, customs documents — are uploaded directly into the thread. @mentions allow agents to escalate internally without leaving the conversation. The full history is preserved, so any team member can pick up where another left off.
No more switching between email, Slack, and your OMS. Everything happens in one place, on one timeline.
Every ticket carries a configurable SLA timer based on its priority level. High-priority tickets might require a response within 1 hour and resolution within 4 hours. Standard tickets get 24 hours. You define the rules per client, per category, per priority.
A visual countdown on every ticket makes urgency impossible to miss. When an SLA is at risk — say, 80% of the time has elapsed — escalation rules kick in automatically. The ticket gets reassigned, a notification fires, or a manager is alerted.
Your SLA compliance dashboard shows performance across the board: how many tickets hit their targets, where breaches happened, and historical trends over weeks and months. This data is invaluable for client reviews and contract negotiations.
Connect your support inbox via IMAP, and every incoming email automatically creates a new ticket. The system parses the sender, subject, and body to pre-fill client information and suggest a category. No manual ticket creation needed.
Threading works both ways: when a client replies to an existing ticket email, the response links back to the original ticket automatically. Outbound emails sent from within the system carry proper threading headers, so the client's inbox stays organized too.
Every email — inbound and outbound — is logged in the ticket's history. Auto-categorization based on keywords routes tickets to the right team before anyone even looks at them. Your support queue stays clean, organized, and fast.
Seamless ticketing, SLA tracking, and email integration — built for professional 3PLs.