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Support & Helpdesk · Tickets, SLAs and automation
AWRA Helpdesk & Ticketing — every request answered on the platform that already runs your operations.
AWRA Support & Helpdesk turns scattered calls, corridor requests and “can you look at this?” taps into tracked tickets that route to the right department queue, get owned by a real person — handed out automatically if you want — and stay on the clock with SLA timers and escalation rules that act when a deadline slips. 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
Automated
Assign · reply · escalate
Why support belongs here
A standalone helpdesk is a second silo. Yours already knows the business.
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 workspace isolation, 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.
Airtight data isolation
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.
Identity & RBAC, reused
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.
Requesters without logins
Support is for everyone — including the field employee who has no password. Tickets carry an employee requester who follows them on the PIN portal, and outside customers follow theirs by email and a signed tracking link — not an in-app bell.
Vault-grade attachments
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.
Immutable audit trail
Who reassigned a ticket, changed its status, or posted an internal note — captured automatically with user tracking and soft-deletes on every record.
Notifications you already have
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
Departments are queues. Requesters are people. Nothing gets orphaned.
A ticket lands in a department queue. Leave it there for a member with the right permission to claim, or let its category hand it out — to one default owner, in turn round a pool of agents, or to whoever has the fewest open tickets. 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.
- A ticket carries a department as its queue. A category can auto-assign it — in turn, or to the least-loaded agent — skipping leavers, anyone on approved leave today and anyone at their cap; with nobody eligible it waits in the queue rather than overloading someone.
- Assignee is an Employee record; the actor who triaged or replied is a platform user — two distinct identities, like the rest of the platform.
- Requesters without a login are first-class: employees follow updates on the PIN self-service portal and outside customers by email with a signed tracking link, instead of a bell they’ll never see.
- Internal notes stay internal — agents converse privately on a ticket the requester can read, and the requester never sees the internal thread.
Lightweight core, enterprise depth
Five lanes, from first ticket to a desk that runs itself.
The core desk — submit, queue, assign, converse, resolve — sits under an SLA engine with per-category clocks, an agent dashboard with real metrics, intake for logged-in staff, no-login staff and outside customers, and an automation layer that assigns, replies and escalates so the routine work happens without anyone remembering to do it. Each lane has its own page.
01 Live
Tickets & Queues
Tickets with a reference, status, priority and tags; department-as-queue routing; claim, assign and bulk-update; threaded conversations with @mentions; internal notes hidden from requesters; watchers; inline file previews; and escalation into a linked project task.
Explore 02 Live
SLA Engine
Categories carry first-response and resolution targets on an elapsed or business-hours clock; the first agent reply stops the first clock, waiting on the requester pauses the second, and a breach alerts the owner, then their manager, then the queue.
Explore 03 Live
Agent Dashboard & Reporting
Open by queue, unassigned, due soon, breached and my-workload at a glance; volume by status, category and department; average first-response and resolution; SLA compliance, reopen rate and satisfaction scores.
Explore 04 Live
Intake Everywhere
Employees raise and track tickets in the app; staff without a login use the PIN self-service portal; outside customers use a public form with a signed tracking link — and that form now starts an SLA clock of its own.
Explore 05 Live
Helpdesk Automation
Canned replies that answer and update a ticket in one click; auto-assignment in turn or to the least-loaded agent; and escalation rules that raise priority, reassign and notify when a ticket waits too long.
ExploreThe desk that does the routine work
Nobody has to remember to route, chase or escalate.
Four pieces of automation run on every ticket, whichever way it arrived. The timeline beside this is one illustrative ticket on a business-hours category with a two-hour first-response target and an escalation rule set to fire thirty minutes past it.
SLA on public intake
The public support form carries an intake category you choose, so an outside request starts a clock and is auto-assigned the moment it arrives.
Auto-assignment
Per category: one default owner, round robin, or least open — with an optional cap per agent.
Canned replies
Personal and shared libraries with placeholders, applied with status, priority, tags and owner in one click.
Escalation rules
Still unassigned, no first response, or unresolved past deadline — raise priority, reassign, notify, tag.
The moat
Support that is wired into the rest of the business.
A siloed helpdesk gives you a queue of complaints. AWRA gives you connections — to the customer who raised it, the employees who work it, the leave calendar that decides who can take it, and the project task it turns into when it is really delivery work.
Ticket → Project task
Escalate a ticket into real delivery work: it spins up a linked task, and the ticket shows the task it became — support and delivery stay decoupled but connected.
Tickets ↔ Customers
A ticket can carry the customer it concerns, and the customer’s own page lists their support history beside their invoices and statements.
Queues ↔ Departments & HR
Queues are your departments and agents are your employees. Auto-assignment reads approved leave, and offboarding surfaces a reassignment queue so a leaver never strands a ticket.
Support → Approvals hub
Unassigned tickets are counted in the same “awaiting me” hub that gathers approvals from across the platform — one place to act.
Support → AI drafting
Draft a reply, summarise a long thread or suggest a triage with AI — always as a suggestion an agent reviews and edits before anything is sent.
Support → Plans & Billing
Helpdesk is a platform pillar gated through the same subscription billing as the rest of your account — no separate per-agent contract to reconcile.
Built for how support actually runs
Start with a tracked desk. Switch on the rest as volume grows.
Every lane is in the product today. Most teams start with queues and SLAs, then turn on auto-assignment and escalation rules once they can see where tickets wait — without changing tools, re-keying data, or standing up a second source of truth for who owns what.
Queues & assignment
Claim, rotate or least-loaded
SLA timers
Elapsed or business hours
Agent dashboard
Workload, compliance, CSAT
Multi-channel intake
App · PIN portal · public form
Running today
Live- Submit and track from self-service, the PIN portal or a public form with a signed tracking link
- Department queues with claim, assign, bulk update and watchers
- Threaded conversations, @mentions and internal notes
- Per-category SLA targets on an elapsed or business-hours clock
- Breach alerts to the owner, then their manager, then the queue
- Satisfaction rating on close, reopen tracking and a full audit trail
Added in the October 2026 release
Canned replies Round-robin assignment Least-open assignment Escalation rules SLA on public intake
What AWRA OpsHub does today
- Department queues with claim, assign and bulk update, owned by an employee record so staff without a login can carry tickets.
- Auto-assignment per category — one default owner, round robin or least open — skipping leavers, anyone on approved leave today and anyone at their cap.
- Canned replies in personal and shared libraries, with placeholders filled on the server and one-click changes to status, priority, tags and owner, limited to what the agent applying it is allowed to do.
- Escalation rules on three triggers, each able to raise priority, reassign, notify and tag, firing once per ticket per open cycle and leaving an internal note.
- First-response and resolution SLAs on an elapsed or business-hours clock, paused while waiting on the requester, with breach alerts that fall back to the department queue.
- Intake from the app, the PIN portal and a public form, with the public form starting an SLA clock through an intake category you choose.
- Internal notes that never stop the first-response clock, so a private discussion cannot satisfy a promise made to the requester.
More we can add to your workspace
- Email-to-ticket from your own support mailbox, raising tickets from forwarded mail and threading replies back onto them.
- Assignment by skill or language, so a French-speaking customer or a payroll question lands with the agent who can answer it.
- Rebalancing open tickets when an agent goes on leave, handing their live work to the rest of the pool rather than only routing new tickets round them.
- A reminder before a deadline passes, nudging the owner while there is still time to make the first response.
- An idle trigger for escalation rules, such as no agent activity on a ticket for a set time.
- Escalation delays measured on the business-hours clock, matching the category’s own deadlines.
- A separate intake category per public form, so a complaints route and a service-request route each start their own clock.
- WhatsApp messages that open a ticket, completing the outbound WhatsApp notifications the desk already sends.
- Links from a ticket to the asset, purchase order or invoice it concerns, alongside the customer and task links it carries today.
Where we point you to a specialist
- We point you to your own counsel on statutory complaint periods. The desk will measure any target you set; whether a consumer-protection rule lets you pause that clock while you wait on the customer is a legal question, not a setting.
Everything in the middle column is scoped work on a desk that already has the queues, the clocks, the rotation and the rule engine to build on. Tell us which one your agents ask for first.
AWRA Helpdesk & Ticketing
Frequently asked questions
What is AWRA Helpdesk & Ticketing?
It is the support module of AWRA OpsHub. 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 lives on the same identity, permissions and audit trail as the rest of your workspace.
How do tickets get to the right agent?
Each ticket lands in a department queue, where any member with assign rights can claim it. A category can also hand tickets out automatically: to one default owner, in turn round a pool of agents, or to whoever has the fewest open tickets, with an optional cap per agent. It skips leavers and anyone on approved leave today, and when nobody is eligible the ticket waits in the queue.
Can customers email a ticket in?
Today outside customers use the public support form and follow their ticket on a signed tracking link, and agents’ replies reach them by email. Email-to-ticket — forwarding your support mailbox so new mail raises a ticket and replies thread back onto it — is something we can add to your workspace.
What are canned replies?
Saved answers in a personal or shared library, organised in folders. Placeholders such as the requester’s name, the ticket reference or the due date fill in when the reply is applied, and the same click can change the ticket’s status, priority, tags and owner — but only where the agent applying it is allowed to make that change.
What happens when a ticket is about to miss its SLA?
The agent dashboard shows tickets due soon. Once a deadline passes, the breach alerts the owner, then their manager, then the department queue if nobody else can be reached. Escalation rules act on top of that: still unassigned, no first response or unresolved for a set time, they can raise priority, reassign to a manager or a named person, notify people and add a tag.
Can people without a login raise tickets?
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; outside customers use a public form and follow their ticket on a signed tracking link.
Can tickets link to other AWRA modules?
A ticket can carry the customer it concerns, and that customer’s page lists their tickets. A ticket can also be escalated into a linked project task. Links to an asset, purchase order or invoice are not part of the ticket today and are something we can add.
Is our support data isolated and secure?
Yes. Helpdesk uses the same data isolation, role-based permissions, encrypted document vault for attachments and audit trail as every other module.
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