Support requests come in from every channel, the queue and the SLA clock do not.

Rocketly is a CRM layer for customer communication and request flow: support requests from connected channels attach to a customer record, stages are tracked from triage to closure, SLA reminders and contract renewals become tasks, and the queue is reportable. It does not take over the job of your remote access tool, monitoring dashboard or backup console; it works alongside them as the communication and follow-up layer.

Yes, it is designed to run alongside them. Remote sessions, monitoring, patching and backup stay in your own tools; Rocketly holds where the request came from, who owns it, whether it falls inside the contract scope and what was said to the customer. If you want to connect the two sides, a webhook can open a record from your own system.

The SLA window is a commitment written in your own contract, and Rocketly makes it visible. When a ticket opens, a workflow fires: it uses customer type and priority tag as conditions, and produces a reminder for the owner before the window runs out and a notification for the team lead once it does. You define the thresholds and who gets alerted.

Yes. Connected sources such as WhatsApp Business, a personal WhatsApp line, the support mailbox over IMAP/SMTP, web forms, the live chat widget and Telegram appear in the same inbox. Rocketly supports 12 channel types in total; which ones you can open depends on your account configuration and plan.

Yes. The customer record holds custom fields such as contract type, retainer period, out-of-scope rate and authorised contact, and segmentation groups contracted customers into their own list. When a ticket opens the engineer sees the scope on the same screen, and out-of-scope work starts its own quote flow.

Workflow Builder ships with 55 templates and offers 46 trigger types. You can build reminders and tasks for approaching licence end dates, maintenance package renewals and support contract period ends using your own intervals.

No. AI produces assisting output only: reply drafts based on your knowledge base, summaries of long ticket histories and suggested category or priority tags. It does not open a remote desktop, act on a server or network device, or run scripts. Final review of customer-facing content and sending authorization stay with the engineer.

With the AloTech and Bulutfon telephony integrations, call records land on the customer record and call analysis can produce a summary and a topic tag. We do not operate our own VoIP switchboard; the connection is made to the system you already use. Phone requests are written into the same queue, so the process runs on one history.

Yes. There is a permanently free plan and no credit card is requested. AI features, advanced workflows and some channel connections sit in paid plans; the pricing page shows which feature belongs to which plan. Changing plan as the team grows does not cost you your data.