Features
Everything Your Team Needs to Deliver Better Customer Service
Spinek brings tickets, workflows, customer profiles, SLA tracking, reports, dashboards, knowledge base, and integrations into one powerful customer experience platform.
Give your team a clear way to manage every request, respond faster, and keep service quality under control.
Ticket Management
Every Customer Request, Clear from Start to Finish
Create, track, process, and resolve customer tickets from one organized workspace. Spinek gives agents full visibility into every case, including customer details, ticket status, SLA progress, comments, attachments, and action history.
Guided Ticket Creation
Capture the right information from the beginning and route each ticket to the right team.
Complete Ticket View
See customer details, request history, comments, attachments, and next actions in one place.
Advanced Search & Filters
Find tickets quickly by customer, status, service, priority, date, assigned team, or SLA status.
Full Action History
Track every update, assignment, comment, and status change for better accountability.
Workflow Management
Build Service Flows That Match the Way Your Business Works
Spinek helps you turn your service process into a clear, trackable workflow. Define ticket stages, responsibilities, routing rules, and escalation paths so every request follows the right process without manual confusion.
Ticket Lifecycle Builder
Design how tickets move from creation to processing, escalation, and closure.
Smart Routing
Send requests to the right team or back office based on service type and business rules.
Service Form Builder
Create forms that collect the right information for each service or request type.
Cascading Dropdowns
Guide users with service categories, subcategories, priorities, and dependent lists.
Customer Profiles
Know Your Customer Before You Respond
Spinek connects every ticket to a customer profile, giving agents the context they need to deliver faster and more personalized support.
Unified Customer View
Keep customer information, tickets, and interactions connected in one profile.
Faster Ticket Creation
Create new tickets directly from the customer profile with less repeated data entry.
Interaction History
Review previous requests and actions before responding to the customer.
Cleaner Customer Data
Check existing profiles to reduce duplicates and improve service accuracy.
SLA & OLA Tracking
Stay Ahead of Delays Before They Impact Customers
Spinek helps teams monitor service commitments in real time. Visual SLA and OLA indicators show what is on track, what needs attention, and what may require escalation.
Automatic SLA Tracking
Track service deadlines automatically from ticket creation to resolution.
Step-by-Step OLA Monitoring
Monitor internal team performance across each stage of the ticket lifecycle.
Escalation Actions
Trigger reminders or escalations before or after service breaches.
Better Service Control
Help managers identify delays, bottlenecks, and areas that need improvement.
Reports & Dashboards
Turn Service Data into Better Decisions
Spinek gives managers visibility into service performance, ticket volume, workload, SLA status, and operational trends through reports and dashboards.
Performance Dashboards
View service activity, ticket status, workload, and team performance at a glance.
Custom Reports
Create reports based on the information your business needs.
Scheduled Reports
Send PDF or Excel reports by email to keep stakeholders updated.
Operational Insights
Understand delays, recurring issues, and service improvement opportunities.
Integrations & APIs
Connect Customer Service with the Systems You Already Use
Spinek can connect with external systems, digital channels, portals, email, SMS providers, and business applications using APIs and integration options.
Ticket APIs
Create tickets, process tickets, check ticket status, and retrieve ticket details from external systems.
Customer Profile APIs
Create, check, and export customer profile data when needed.
Email & SMS Integration
Send service updates, notifications, and customer communications through connected channels.
