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Ticket module · Task management

Every task your team owns, on one screen

One hub for cross-department work — create, assign, track and resolve every ticket from a single screen.

+84 28 7101 0898

24/7

REQUESTS LOGGED, NOTHING SLIPS THROUGH

−80%

MANUAL REPETITIVE WORK

80,000+

BUSINESSES TRUST OMICALL

1 Core feature

See every task on one single screen

No more jumping between Excel files and Zalo groups. Every ticket — owner, status, due date — lives in one list.

List view with every column you need: status, assignee, due date
Sort by status, assignee, due date or priority
Real-time updates — the moment your team edits, you see it
Highlights tickets that are due soon or overdue so managers act first

List-view Real-time Priority highlight

Ticket dashboard — multi-column task list

2 Custom fields

Build custom fields that match your own process

Every department adds its own fields by drag and drop — no code required.

Add text, number, date, dropdown, checkbox and file attachment fields
Set fields as required or optional, with defaults and validation
Each department gets its own field set — nothing gets mixed up
Change fields any time — existing data stays intact

No-code 6 field types Validation

Custom fields — ticket attribute management

3 Advanced filter

Build smart multi-criteria filters

Filter by owner, status, deadline or tag — combine them with AND/OR to surface exactly the tickets you need.

Filter by assignee, requester or department
Combine multiple AND/OR conditions for precise results
Quick-filter chips: Today, Overdue, High priority, Unassigned
Smart suggestions powered by full-text search across content

AND/OR Full-text Quick filter

4 Status tracking

Track task status in real time

A clear lifecycle from New to Closed. The timeline records every change — who did what and when — alongside internal comments.

Detailed timeline of who changed what, and when — no step is missed
Internal comments between stakeholders, with @mentions for colleagues
Instant notifications via the OMICall app, email and Zalo OA / WhatsApp
SLA tracking: a countdown on handling time and alerts before it breaches

SLA tracking Timeline @mention

Ticket detail — timeline, comments, interactions

5 Custom workflow

Create topics & departments that fit each process

Create unlimited topics and departments — each with its own workflow and handling team, cleanly separated.

Each department gets its own workflow: number of steps, step names, order
Assign default agents by skill or role for every topic
Configure dedicated SLAs by priority level and department
Automatic routing sends each ticket to the right department

Unlimited Dedicated SLA Auto-routing

Topic and department management — kanban workflow

6 Excel import

Import tasks in bulk from Excel in seconds

Upload your Excel file, map the columns, and the system creates hundreds or thousands of tickets in seconds.

Supports .xlsx, .xls and .csv files, up to 10,000 rows per import
Map Excel columns to system fields, with a ready-made template
Validation before import — pinpoints exactly which rows are wrong
Export back to Excel for archiving or reporting

10,000 rows xlsx · csv Ready-made template

7 Saved views

Save your go-to filters — one click to open

Filter once, save it — every morning one click shows the exact ticket set you need. No daily setup.

Save unlimited personal saved views
Share a view with your team or the whole company
Set any view as the default when the Ticket page opens
Tag views with custom icons and colours for quick recognition

Team sharing Unlimited 1-click

8 Cross-org · OMI exclusive

Cross-company tickets inside the OMI ecosystem

Unique to OMI: send and receive tickets with partners who also use OMI, all in one interface. No more email threads — work with partners like an internal team.

Send tickets to any company in the OMI ecosystem
Two-way status tracking — both sides see the same progress
Share only the information you authorise — internal data stays private
Ideal for networks of agencies, suppliers and logistics partners

OMI exclusive Cross-org Two-way security

What OMICall Ticket actually solves for you

Four problems teams face every day, how Ticket handles them, and the measured results from real customers.

−65%Time spent consolidating

Managers stop losing half a day compiling progress

Instead of switching between 5-7 Excel files and Zalo groups to check on the team, every ticket sits in one dashboard with saved views per department — one click filters to exactly what you need.

+40%On-time completion

No ticket gets dropped or forgotten

Every ticket carries an SLA that warns before the deadline and auto-routes to the right person the moment it is created. Nothing ever ends up with no owner.

1.8×Handover speed

Staff handovers without losing knowledge

A new sales rep inherits a ticket with the full timeline of every change and internal comment — 30 seconds of reading covers the whole history, so the customer never repeats themselves.

100%Traceable

Complaints backed by evidence, not arguments

An audit trail records every action — who created, transferred or edited a ticket and when — and it cannot be deleted. Leaders resolve external disputes fast, with no finger-pointing.

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Turn your team into a high-performing work engine

Call sales: +84 28 7101 0898

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