Loopline
Support & ITSM, reimagined

Every ticket, routed, escalated, and closed — without you watching the clock.

A modern support workspace with SLA tracking, ITIL-grade incident/problem/change management, AI-assisted triage, and a white-labeled customer portal — built so your team spends less time managing tickets and more time resolving them.

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app.ticketing.dev/board
Open
SUP-142 Payment webhook 500s
SUP-145 Login redirect loop
In progress
SUP-139 SSO metadata error
SUP-140 Export timeout
Resolved
SUP-137 Invite email delay
SUP-131 Dark mode contrast

Everything a support team actually needs

No bolted-on plugins — ticketing, ITSM, automation, and reporting are all built into the core workflow.

Ticketing & workflow

The board your team actually works from.

Custom workflows
Per-project, per-type statuses and transitions — not a single global pipeline.
Impact × Urgency matrix
Priority is calculated, not guessed, from a configurable impact/urgency grid.
Duplicate merging
Fold duplicate reports — even across projects — into one ticket, comments and all.
Docs & attachments
Runbooks, screenshots and evidence kept on the ticket rather than in someone's inbox.

SLA & automation

Escalation that respects your actual working hours.

Business-hours-aware SLA
Response and resolution clocks pause outside business hours and on holidays.
Automation rules
Trigger status changes, notifications, and webhooks from the events you already track.
7 monitoring adapters
Auto-open incidents from CloudWatch, Azure Monitor, Sentry, PagerDuty, Datadog, Grafana, or Uptime alerts.

ITSM & ITIL

Real incident-to-problem-to-change discipline, not a bolt-on.

Known Error Database
Recorded workarounds, matched against incoming incidents so the fix arrives with the ticket.
Problem managementComing soon
Root causes tracked separately from the incidents that raised them, with their own lifecycle.
Change management + CAB
Configurable approval chains gate every Change before it can close.
Major incident management
A war-room, stakeholder comms log, and forced priority bump the moment you declare one.
CMDB
Configuration items and their relationships, linked directly to the tickets that touch them.

Operations

Who is on, what it cost, and where the hours went.

On-call roster
Rotations with escalation levels — an unacknowledged page moves up the chain on its own.
Time tracking & worklogs
Log time against a ticket, roll it up per project, per customer, per period.
Workload view
Open work per assignee, so rebalancing is a glance rather than a meeting.

Insights & reporting

Answer 'are we actually hitting SLA?' without a spreadsheet.

SLA & productivity dashboards
Compliance rate, breach rate, and change-success trends over any custom date range.
CSV export
Every report exports cleanly for the board deck or the audit.

Customer experience

A support surface your customers see, branded as yours.

White-labeled help center
Your logo, your accent color, your domain-feel — deflects tickets before they're filed.
Public incident reporting
Customers file and track incidents without ever needing an account.
CSAT surveys
Automatic post-resolution surveys, rolled up into your reporting.
Service catalog
Per-customer-scoped catalog items, each with its own approval chain.

Security & governance

Built for teams that get audited.

2FA & SSO
TOTP with backup codes, plus SSO for the whole workspace.
Full audit log
Every sensitive action recorded — who, what, when.
Multi-tenant isolation
Customer data is scoped and isolated by design, not by convention.

Integrations

Plugs into the tools you already run.

GitHub linking
Mention a ticket key in a PR — merging it moves the ticket and adds a comment.
Signed webhooks
HMAC-verified outbound events for anything you want to build on top.
Data migration
Import from any CSV/XLSX export with column mapping and custom-field creation.
REST API & tokens
Scoped API tokens over the same versioned API the apps themselves are built on.
Email intake & delivery
Tickets raised by email, and notifications sent without wiring up your own SMTP first.
Mobile app · Coming soon

The queue that pages you, in your pocket

A native iOS and Android app for the parts of support that do not wait for you to get back to a desk. Same workspace, same roles, same plan — nothing separate to buy.

Push when it matters
Assignment, mention, escalation and approval — tap through straight to the ticket.
Approve from anywhere
Read the risk, the freeze window and the chain, then decide without a laptop.
Photograph the problem
Attach a photo from the camera to a ticket while you are still standing in front of it.
On-call at a glance
Who is on now, who is next, and the queue that is actually yours today.
Survives a bad signal
What you already loaded stays readable, and the app says so rather than spinning.
Locked to you
Face ID or fingerprint on resume, with tokens in the platform keychain rather than a file.

In testing now. Your role and your organisation's plan decide what appears in the app, exactly as they do on the web.

AI Assist

AI where it actually saves time

Three narrow, specific assists — not a chatbot bolted onto the sidebar. Bring your own provider key, or use the built-in default.

Ticket triage

New tickets get a suggested type, priority, and project before an agent even opens them.

KEDB matching

Incoming incidents are matched against your Known Error DB, surfacing a workaround immediately.

Duplicate detection

Likely duplicates are flagged at creation time, before they fragment the conversation.

Recommended · External

Running AI Assist with a BYOK key? Look into GateLLM.

“One gateway. Every AI model. Your rules.” GateLLM is a self-hosted AI gateway that centralizes and governs access to OpenAI, Anthropic, Google, and more across your whole org — a natural fit for teams that want their AI Assist provider key managed centrally instead of scattered per-tool.

  • One API key across every provider — OpenAI, Anthropic, Google, and more
  • DLP scanning and policy packs (GDPR, HIPAA, SOC 2) on every request
  • Prompt caching that typically cuts AI spend 60–80%
Visit GateLLM

Live in an afternoon

Three steps between an empty workspace and a self-running support pipeline.

01

Bring your team in

Invite agents and admins, set up roles and projects — most teams are triaging their first ticket in minutes.

02

Configure how work moves

Wire up SLAs, workflows, assignment rules, and automations to match how your team already works.

03

Let the workspace run itself

Escalations fire, tickets route, duplicates merge, and stale tickets close — automatically, in the background.

5-minute cron
escalations & auto-close
3 AI assists
triage, KEDB match, duplicates
2FA & SSO
on every workspace
Full audit trail
every sensitive action

Bring order to your support queue

Create a workspace, invite your team, and let the first ticket route itself.

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