What's new in Senport

Every workspace now gets a monthly report summarizing ticket volume, resolution times, and SLA performance — generated automatically, no manual pull required.

SLA policies can now define more than one response or resolution milestone per priority level, so escalating cases get tracked against every deadline that matters, not just the first.

Teams on a managed-service or retainer plan can now track engineering time against a contracted hour entitlement, billed in consistent increments with automatic overage handling.

For teams handling multi-party investigations, cases now support chronology tracking, correction orders, and confidentiality controls on individual case parties.

A dedicated complaints workflow with investigation stages, regulatory deadline tracking, redress claim tracking, and a breach-sweep worker that flags cases approaching their statutory deadline.

Customer identity, contact points, and consent preferences are now managed centrally, including support for business customers and authorized representatives.

Attachments tied to a case or complaint can now be sealed with cryptographic integrity checks and a full custody trail, with approval-gated disposal when retention ends.

Customers without a smartphone or data plan can now open a ticket by dialing a USSD short code or calling in — no agent required to get the first message logged.

Tickets can now be created and replied to directly over WhatsApp and Telegram, matched automatically by reference. Agents also got canned responses to answer common questions faster.

The foundation: ticket creation and assignment, SLA policies with business-hours-aware due dates, team and agent management, and tenant-isolated workspaces.