Sofar Tickets
Customer support — present and future
Two surfaces. Sofar DESK is the in-build ticketing system that will eventually replace the Thulium dependency. The Thulium emulator simulates the current inbound channel so the dispatch flow into TMS can be exercised end-to-end without a live Thulium account.
Sofar DESK
The Sofar-built ticketing system. Conversation threads, SLA timers, escalation to RMA / TMS, internal vs. customer-visible replies. Long-term replacement for Thulium.
Thulium emulator
Stand-in for the live Thulium first-line surface. Create cases, send dispatch requests into TMS, chat with the on-duty coordinator. Used to exercise the inbound workflow without hitting the real Thulium account.