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The core desk turns “can you look at this?” into a tracked ticket with a reference, a status, a priority and an owner. It lands in a department queue, gets claimed or assigned, and carries the whole conversation — public replies, private internal notes, files and links to the record it’s about — in one place that never falls through the cracks.
The lifecycle
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.
Raised by a requester and dropped into a department queue with a fresh reference.
A queue member claims it, or a lead assigns it to a specific employee.
The owner works and converses on the thread; internal notes stay private.
Paused on the requester — and, later, the resolution SLA clock pauses too.
Resolution timestamped; reopening bumps a counter and restarts the flow.
Routing without the rulebook
No brittle routing engine to configure and babysit. A ticket carries a department as its queue, and any member with assign or manage permission claims it or hands it to a teammate. Unassigned work is always visible to the queue, so nothing sits owner-less in the dark.
Everything on one ticket
A ticket is more than a subject line. It holds the public back-and-forth with the requester, a private agent side-channel, the evidence, and a link to the operational record it’s really about.
A clean conversation between requester and agent, ordered and timestamped, with @mentions that pull in the right colleague and notify them.
Agents discuss privately on the same ticket. Internal notes are visually distinct and never visible to the requester — no separate tool, no leaked context.
Screenshots, logs and documents attach through the encrypted Document Vault and open inline in the shared file viewer — no downloads to leak.
Tie a ticket to the asset, purchase order, invoice, customer or project it concerns, so support history sits beside the operational record.
What you get on day one
Tickets & Queues is the first thing that ships. It’s complete enough to run support properly from the start, and it’s the foundation the SLA engine, dashboard and portals build on.
Help Center
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