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Phased rollout Part of the Support & Helpdesk suite →
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 get their own portal later — all landing as the same tracked ticket, with internal notes never visible to the requester.
Three doors, one desk
Intake surfaces, rolled out in order.
Each channel is a different front door onto the same queue, conversation and audit trail. They ship in sequence — the in-app employee surface first, the no-login PIN portal next, and the external customer portal last — so the desk is useful immediately and grows to cover everyone.
First release
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.
On the roadmap
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. Updates reach them by portal thread, email or SMS — not an in-app bell they’ll never see.
On the roadmap
Customer portal
External requesters get their own portal, protected by the same bot-defence and rate-limiting as the vendor portal. Customers see only public comments; internal notes never leak outside the organization.
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 requesters are kept in the loop through the portal, email and SMS instead.
- 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 requesters flow via the portal thread plus email or SMS.
- 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. As the pillar matures, 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.
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.
In-app employee intake ships first; the PIN portal, customer portal and the enhancements above follow in staged releases.
Help Center
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