Every case answered on time
Turn emails and portal requests into numbered cases with queues, SLAs that respect your business hours and Malaysian public holidays, automatic escalation, and AI that drafts replies for your agents to review.
Available now
What MetriCare does
Cases & queues
Available nowCase workspace with live presence, queues and saved views, kanban, merge and keyboard shortcuts.
SLA timers
Available nowBusiness-hours SLAs with escalations and breach alerts.
Email to case
Available nowEvery new email to a support mailbox becomes a case and is assigned automatically; replies stay on the case.
Customer portal
Available nowCustomers track cases and read your public articles.
Case AI
Available nowSummaries, suggested replies and SLA risk prediction.
Entitlements
Coming soonSupport levels per contract, checked on every case.
Questions about MetriCare
Do I need MetriCRM Core as well?
Yes. Every workspace includes Core; MetriCare seats are added for the people who handle cases.
Are new emails assigned to someone automatically?
Yes. Every new email to a support mailbox becomes a case and goes straight to an agent — round robin or to whoever is least busy, within working hours and each person's limits. If everyone is busy, it waits in the queue and is assigned the moment someone is free.
How are SLA hours calculated?
SLA clocks only run during your business hours, pause while you wait for the customer, and skip public holidays. Federal and state holidays for all 16 states are preloaded for 2026 and 2027, and you can add your own.
What happens when an SLA is breached?
The assignee is warned before the target, supervisors are alerted on breach, and your escalation rules can reassign or requeue the case in as many levels as you need. Every step is recorded in the case history.
Can customers follow their requests online?
Yes. Customers sign in to your help centre with a one-time code sent to their email — no password — to submit requests, reply, add files and rate the help they received.
Can I move my cases from MetriCRM v3?
A guided v3 migration is coming soon. Until then, you can import accounts and contacts from CSV files.