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Every request becomes a ticket someone owns.

The core desk turns “can you look at this?” into a tracked ticket with a reference, a status, a priority and an owner. It arrives from the app, a portal or a public form, lands in a department queue, gets claimed or handed out automatically, and carries the whole conversation — public replies, private internal notes, files and canned answers — in one place that never falls through the cracks.

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The lifecycle

From raised to resolved — with a paper trail.

Each ticket carries a per-organization reference, a status that moves through a clear lifecycle, and a priority. Every transition is stamped automatically, reopens are counted, and nothing is ever silently lost — the same user tracking, soft-deletes and audit trail as the rest of the platform.

Open

Raised by a requester — in the app, on a portal or on the public form — and dropped into a department queue with a fresh reference.

Assigned

The category hands it out, a queue member claims it, or a lead assigns it to a specific employee.

In progress

The owner works and converses on the thread; internal notes stay private.

Waiting requester

Paused on the requester — and the resolution SLA clock pauses with it.

Resolved / Closed

Resolution timestamped; reopening bumps a counter and restarts the flow.

Intake

Three ways in. One queue, one clock.

However a request arrives, it becomes the same kind of ticket: a reference, a category, an SLA and a place in a queue. The channel is recorded on the ticket so the dashboard can tell you where your work comes from.

In the app

Employees with a login raise and track their own tickets from self-service.

PIN portal

Staff without a password use the PIN self-service portal they already use for payslips.

Public form

Customers submit a form and follow progress on a signed tracking link — and the form starts an SLA clock.

Every ticket gets

A per-organization reference
A category — the public intake category when the requester cannot pick one
First-response and resolution deadlines from that category
An owner, if the category auto-assigns
A department queue, if nobody is eligible yet

Outside requesters are emailed a signed link to their ticket and can reply there; agents’ replies reach them by email with the reply text. Email-to-ticket — forwarding your support mailbox so new mail opens a ticket — is in the ledger below as something we can add.

Routing

Your departments are the queues. Categories hand the work out.

A ticket carries a department as its queue, and any member with assign or manage permission can claim it or hand it to a teammate. When you would rather not wait for someone to claim it, the category picks an owner: one default assignee, the next agent in a round-robin pool, or the pool member with the fewest open tickets.

Every ticket has a queue (department) and, once owned, an employee — two clear questions with clear answers.
Auto-assignment skips leavers, anyone on approved leave today and anyone at their open-ticket cap. With nobody eligible, the ticket waits in the queue rather than overloading someone.
Editing a pool never resets the rotation, and moving an unowned ticket into a rotating category assigns it and tells the new owner.
Assignee is an Employee, not a login seat — so a queue can include staff who have no password.
When an owner is offboarded, their open tickets surface in a reassignment queue instead of being orphaned.

Everything on one ticket

The whole conversation, in context.

A ticket holds the public back-and-forth with the requester, a private agent side-channel, the evidence, the customer it concerns and the answers your team gives every week, saved so nobody types them twice.

Threaded replies

A clean conversation between requester and agent, ordered and timestamped, with @mentions that pull in the right colleague and notify them. A requester outside the app is emailed each reply with its text.

Internal notes

Agents discuss privately on the same ticket. Internal notes are visually distinct, never visible to the requester, and never count as the first response.

Attachments that preview

Screenshots, logs and documents attach through the encrypted Document Vault and open inline in the shared file viewer.

Canned replies

Personal and shared libraries in folders, inserted with search in the composer or applied in one click — and also available in the mobile app’s composer.

Apply canned reply

Shared · Hardware folder · used 41 times

Acknowledge — we are on it

Hi requester first name — we’re on it. ticket reference is with the department team and we’ll update you by due date.

Also sets

Status · In progress Priority · High Tag · acknowledged Owner · me

Placeholders come from a fixed list and are filled in on the server, so a saved reply can never run code. Each change applies only if the agent using it is allowed to make it.

Escalation rules

A ticket that waits too long moves on its own.

Write a rule once — for one category or all of them — and the desk applies it every fifteen minutes. Levels are simply several rules on the same trigger with growing delays: notify at thirty minutes, reassign to the manager at two hours.

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When

Still unassigned, counted from when it was raised

No first response, past its deadline

Unresolved, past its deadline

Then

Raise priority (never lowers it)

Reassign to the manager or a named person

Notify the manager and named users

Add a tag

Each rule fires once per ticket per open cycle, never while the ticket is waiting on the requester, and leaves an internal note saying what it did.

What you get

A real, tracked helpdesk — not a labelled inbox.

Tickets & Queues is complete enough to run support properly from the start, and it is the foundation the SLA engine, the agent dashboard and the intake portals build on.

Per-organization ticket reference, status lifecycle, priority and tags
Department queues with claim, assign, bulk update and watchers
Auto-assignment per category: default owner, round robin or least open
Canned replies with placeholders and one-click ticket changes
Escalation rules that raise priority, reassign, notify and tag
Internal notes hidden from requesters, attachments with inline preview
Customer links, escalation into a linked project task, and a full audit trail

Tickets and Queues — the desk as it is built

What AWRA OpsHub does today

Department-as-queue routing, with claim, assign, bulk changes to status, priority, owner or department, and watchers.
Auto-assignment per category by default owner, round robin or least open, with an optional cap per agent and leave read from HR.
Canned replies with a fixed placeholder list, folders, usage counts and one-click changes gated on the agent’s own permissions.
Escalation rules on three triggers with four actions, once per ticket per open cycle.
Escalation of a ticket into a linked project task, listed on the ticket it came from.

More we can add to your workspace

Assignment by skill or language, matching a ticket to the agent who can answer it rather than the next in turn.
Rebalancing an agent’s open tickets when they go on leave, beyond the reassignment queue that already catches leavers.
Creating and editing canned replies in the mobile app, alongside the picker the app’s composer already has.
Email-to-ticket from your own support mailbox, raising tickets from forwarded mail and threading replies back onto them.
WhatsApp messages that open and thread a ticket, completing the outbound WhatsApp notifications the desk already sends.
Links from a ticket to an asset, purchase order or invoice, so a fault report sits beside the record it is about.
Merging duplicate tickets from the same requester into one thread.

Each row in the middle column builds on a desk that already has the queues, the rotation, the intake portals and the rule engine. Tell us which one your team needs first.

Tickets & Queues

Frequently asked questions

How are tickets assigned?

Each ticket lands in a department queue where any member with assign rights can claim it. A category can also assign automatically — to one default owner, in turn round a pool, or to the pool member with the fewest open tickets — skipping leavers, anyone on approved leave today and anyone at their cap.

What happens when nobody in the pool is available?

The ticket stays unassigned in its department queue, visible to everyone in it, rather than going to someone already over their cap.

Can customers raise tickets by email?

Today outside customers use the public support form, follow their ticket on a signed tracking link and receive each agent reply by email. Email-to-ticket — forwarding your support mailbox so new mail opens a ticket and replies thread back onto it — is something we can add to your workspace.

What can a canned reply do besides insert text?

Applied in one click, it can also set the ticket’s status, priority, tags and owner. Each of those changes applies only if the agent using the reply is allowed to make it, whoever wrote the reply.

Who can create shared canned replies?

Any agent can keep personal replies. Writing to the shared library needs its own permission, so the answers your whole team sends are controlled.

Do internal notes count as a response?

No. Only a public reply stops the first-response clock, so an agent discussing a ticket privately cannot satisfy a promise made to the requester.

Can a ticket become project work?

Yes. Escalate it and the desk creates a linked task in Projects; the ticket shows the task it became.

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