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Everyone can raise a ticket — with a login or without one.
Support only works if the person who needs help can actually reach it. AWRA meets requesters where they are: employees with a login submit from self-service, staff without a password use a secure PIN portal, and customers use a public support form with a tracking link of their own — all landing as the same tracked ticket, with internal notes never visible to the requester.
Three doors, one desk
Three front doors onto the same desk.
Each channel is a different front door onto the same queue, conversation and audit trail, and every ticket that comes through one gets a category, an SLA and — if the category auto-assigns — an owner. Your customers’ invoices and statements live separately, in the sales customer portal.
Live
In-app employee self-service
Employees with a login raise a ticket and track their own from the self-service area, right beside my-leave and my-attendance. Requester is resolved from their employee record; they see only public replies.
Live
Tokenized PIN portal
Staff without a password raise and follow tickets through the same secure token-plus-PIN portal already used for leave and payslips, picking a category so the ticket gets its SLA and routing. Replies wait for them on the portal thread — not an in-app bell they’ll never see.
Live
Public support form
Outside requesters use your public form, protected by bot-defence and rate-limiting. It carries the intake category you choose, so it starts an SLA clock. They follow the ticket on a signed tracking link, receive each agent reply by email, and never see internal notes.
The principle
No login shouldn’t mean no support.
Most workforces include people who never sign in — field crews, floor staff, drivers. AWRA treats the requester as a real person, not a seat, so those employees still raise tickets, still get answers, and still show up in your reporting. The trade-off is honest: because notifications need a login, no-login employees follow their tickets on the PIN portal thread and outside requesters by email and their tracking link.
- A ticket’s requester can be an employee with no user account at all.
- The PIN portal reuses the proven tokenized self-service guard — no new login system to secure.
- Updates for no-login employees wait on the PIN portal thread; outside requesters are emailed each reply with a signed link back to the ticket.
- Internal agent notes are never shown on any requester-facing view, on any channel.
Once a ticket is in
From request to real work — and honest feedback.
Intake is the start. A ticket can turn into project work, gather watchers, move in bulk, and close the loop with a satisfaction score — all on the same connected record. Auto-assignment, canned replies and escalation rules then keep it moving; see Helpdesk Automation.
Escalate to a task
Turn a ticket that needs real delivery into a linked project Task, tracked back through the link Projects already uses.
CSAT on close
Capture a satisfaction rating when a ticket closes, and report CSAT alongside the other desk metrics.
Watchers
Let interested colleagues follow a ticket without owning it, so the right people stay informed.
Bulk actions
Multi-select to assign, re-queue, re-prioritise or change status across many tickets at once.
All three intake surfaces and the enhancements above are live. Email-to-ticket and SMS updates for requesters without a login are things we can add.
Help Center
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