IT and support teams

Support, incidents and uptime monitoring in one queue

Jonta gives IT and support teams ticketing, SLA and ageing alerts, SEV1 to SEV4 incidents, uptime monitoring and client email updates in one platform.

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Quick answer

Support and IT teams use Jonta for ticketing with workflow rules and auto-assignment, ageing and SLA alerts, SEV1 to SEV4 incident management and automated uptime monitoring. Clients or colleagues follow their requests in the portal and receive incident updates by email.

Without Jonta

Tickets stall in a queue with nobody noticing
Incidents are run in chat with no timeline afterwards
Customers find out about outages before the team does

With Jonta

Ageing and SLA alerts before targets are missed
Incident timelines with a named incident commander
Uptime checks that open and resolve incidents automatically

The features that matter most

Workflow rules and WIP controls

The process is enforced by the board, not by reminders.

Blocking or warning rules on columns or whole boards
Require an assignee
Automatically assign incoming work
Work-in-progress limits
Rules that apply only to selected ticket types

Ageing and SLA alerts

Nothing sits forgotten in a column.

Flags tickets that have stayed in a stage too long
Flags incidents approaching or past response and resolution targets
No duplicate alerts, and alerts can be acknowledged

Incident management

Run incidents in the same place as the work that caused or fixes them.

Severity levels SEV1 to SEV4
Investigating, identified, monitoring and resolved states
An assigned incident commander and a chronological timeline
Links to the affected ticket or deployment
Internal and client-visible updates
Audited incident deletion
Publishing permission separate from incident-management access

Automated uptime monitoring

Jonta notices when a site is down and opens the incident for you.

Scheduled URL checks with expected status code, interval, timeout and severity
Choose whether each check is visible to the client
Repeated failures can open an incident automatically
Consecutive successful checks can resolve it
30 days of check history

Client incident notifications

Clients hear about incidents from you first.

Client users subscribe to client-visible incidents affecting their company
Email updates as the incident progresses

Try every feature free for up to 5 users.