Ask AwraIQ about features, pricing, onboarding, login, integrations, security, demos, mobile apps, automation, reports, or support.
Support & Helpdesk · Now rolling out
AWRA Support & Helpdesk turns scattered emails, chats and “can you look at this?” taps into tracked tickets that route to the right department queue, get owned by a real person, and stay on the clock with SLA timers. It inherits the same identity, approvals, audit trail, document vault and notifications that power your inventory, procurement, finance and people — so support is finally connected to the business it supports.
Not another inbox
Tracked to resolution
Requester = person
Even without a login
Queues + SLA
Route and beat the clock
Wired in
Links to real records
Why support belongs here
A bolt-on ticketing tool has no idea who the requester really is, which asset broke, or which project the request blocks — so it re-keys your org chart, re-invents permissions, and starts a fresh audit trail from zero. AWRA Support & Helpdesk inherits multi-tenancy, identity, role-based access, a full audit trail, encrypted attachments and in-app notifications on day one, and links every ticket straight to the operational record it concerns.
Every ticket, comment, internal note and attachment is walled off to your organization by the same tested guardrails that protect your stock and invoices — not a permissions layer bolted on later.
Reuses your existing users, roles and granular permissions. Submit, view-own, view-all, assign and manage are separate slugs, gated exactly like every other module.
Support is for everyone — including the field employee who has no password. Tickets carry an employee requester and reach them through a PIN portal, email or SMS, not just an in-app bell.
Screenshots, logs and documents attach through the same encrypted Document Vault as the rest of the platform, and preview inline with the shared file viewer — no downloads, no leaks.
Who reassigned a ticket, changed its status, or posted an internal note — captured automatically with user tracking and soft-deletes on every record.
Assignment, replies, status changes and @mentions ride the same in-app notification rail — and fan out to Slack, Teams, email and SMS — as the rest of your platform.
The core rule
A ticket lands in a department queue — no rigid routing rules to maintain — and any member with the right permission claims or assigns it. It’s owned by an employee, not a login seat, so the technician with no password still carries work. And the person who raised it is tracked as a real requester, reachable even when they can’t see an in-app notification.
Lightweight core, enterprise depth
The first release is a clean, fast desk — submit, route to a queue, assign, converse and resolve. From there it grows into a full enterprise service desk: SLA policies and timers, an agent dashboard with real metrics, and intake surfaces for logged-in employees, no-login staff and, later, external customers. Each lane below is a deliberate step, not a bag of half-features.
Tickets with a reference, status and priority; department-as-queue routing; claim and assign to an employee; threaded conversations with @mentions; internal notes hidden from requesters; inline file previews; and back-links to the project, asset, PO or invoice the ticket concerns.
Categories carry first-response and resolution targets; timers stamp the first agent reply, pause while you’re waiting on the requester, and surface breaching-soon and breached tickets — with reminder notifications before the clock runs out.
Open by queue, unassigned, breaching soon and my-workload at a glance; volume by status, category and department; average first-response and resolution; SLA compliance and reopen rate; and saved, filtered views.
Employees raise and track tickets from in-app self-service; staff without a login use the PIN self-service portal; escalation to project work, CSAT on close, watchers and bulk actions follow — with an external customer portal on the horizon.
The moat
A siloed helpdesk gives you a queue of complaints. AWRA gives you connections — because a request is usually about an asset, a project, a person or a workflow, and those links already live in the platform. Support stops being a dead end and becomes a routing point into real work.
Escalate a ticket into real delivery work: spin up a linked Task and track it back through the same polymorphic link Projects already uses — support and delivery stay decoupled but connected.
A ticket links to the asset, purchase order, invoice or customer it concerns, and those records can surface the related support history right on their own pages.
Queues are your existing departments; assignees are your existing employees. Offboarding surfaces a reassignment queue so a departed agent never leaves tickets stranded.
Tickets awaiting your action can join the same unified “awaiting me” hub that already gathers approvals from across the platform — one place to act.
Deflect repeat questions with help-article and Academy suggestions at submit time, turning resolved tickets into reusable answers.
Helpdesk is a platform pillar gated through the same subscription billing engine that runs the rest of your account — no separate per-agent contract to reconcile.
Built for how support actually runs
Start with a real, tracked helpdesk on day one; layer on SLA policy, dashboards and multi-channel intake as your support volume grows — without changing tools, re-keying data, or standing up a second source of truth for who owns what.
Queues & assignment
Route, claim, own
SLA timers
First-response & resolution
Agent dashboard
Workload & compliance
Multi-channel intake
App · PIN portal · customer
Following releases
Questions
No. Every request becomes a tracked ticket with a reference, an owner, a status and — with SLA on — a clock. It routes to a department queue, keeps a threaded history with internal notes, and links back to the real record it concerns instead of vanishing into an inbox.
Yes. Requesters are people, not seats. Logged-in employees submit from self-service; staff without a password use the same PIN self-service portal used for leave and payslips, and get updates by portal, email or SMS.
A ticket lands in a department queue and any member with assign or manage permission claims or assigns it — no fragile auto-routing rules to maintain. SLA categories can pre-fill a default queue and owner when you want them.
SLA timers track first-response and resolution against per-category targets, pause while you await the requester, and warn before a breach. Internal notes let agents discuss a ticket privately — the requester sees the public thread, never the internal one.
Yes. Helpdesk uses the same data isolation, role-based permissions, encrypted document vault for attachments, and immutable audit trail as every other module — enforced by the platform, not reimplemented.
The first release covers submit, queue routing, assignment, conversations, attachments and notifications. SLA policy, categories, the agent dashboard, PIN-portal intake, escalate-to-task, CSAT and an external customer portal follow in staged releases.
Help Center
Run inventory, procurement, assets, sales, and field work with approved AWRA guidance for setup, migration, integrations, security, pricing, and support.