Helpdesk: SLA by Priority, Ratings, Knowledge Base, WhatsApp & Assets
AWRA Academy
Answer Summary
Helpdesk: SLA by Priority, Ratings, Knowledge Base, WhatsApp & Assets modules Intermediate 60 min fa-book-open Give urgent tickets tighter deadlines than routine ones, hear back from every requester however they reached you, answer common questions before a ticket is raised, take tickets over WhatsApp, and tie each ticket to the asset it is about.
This public article is built from approved AWRA knowledge and is safe for buyer education, support triage, and bot grounding. For customer-specific data, billing, security questionnaires, or implementation commitments, contact the AWRA team so the response can be scoped to your organization.
We use necessary cookies for secure sessions. With your permission, we also use cookies and browser storage for preferences, analytics, and demo engagement. Privacy Policy
AWRA OpsHub
Cookie settings
Cookie Consent Manager
Necessary cookies stay on for login, CSRF protection, and security. You can choose the optional categories below.
Overview
General Information
AWRA uses cookies and browser storage to keep public pages secure, remember selected preferences, measure website performance, and manage demo engagement prompts.
You can choose whether functional and marketing engagement storage apply. Analytics measurement is always active in this AWRA setup.
These settings apply to AWRA public website experiences such as the homepage, feature pages, pricing calculator, blog, help center, and request-demo page. Authenticated dashboard and vendor portal sessions still rely on required security cookies.
Required
Always active
Functional
Optional
Analytics
Always active
Marketing
Optional
For more context on privacy handling, open the Privacy Policy.
Required Cookies
Required Cookies
Always Active
Required cookies and storage support basic website delivery, secure sessions, request protection, and remembering the consent choice itself.
These cannot be switched off from this manager because disabling them would break login/session behavior, form protection, or the ability to remember the privacy choice you save.
Cookie details
Session security: keeps secure server sessions working while browsing AWRA.
CSRF protection: helps verify form submissions and protect requests.
Consent record: stores the preference decision so the banner does not keep asking after a choice is saved.
Examples: Laravel session cookies, CSRF tokens, and the AWRA consent preference record.
Duration: session security can expire with the browser/session; saved consent can last longer so the same browser remembers the choice.
Functional Cookies
Functional Cookies
Functional storage improves the public website experience by remembering interface choices, helper states, dismissed notices, and short-lived interaction preferences.
Turning this off does not stop secure required cookies or analytics. It only limits optional convenience memory.
If disabled, AWRA may show some helper prompts again or forget non-essential display choices. Core public pages, contact forms, and request-demo forms still work.
Cookie details
UI preferences: remembered display choices and helper states where available.
Dismissed notices: session-level or preference-level memory for notices the visitor has closed.
Frequency helpers: optional browser storage that prevents repeated prompts when allowed.
Examples: localStorage or sessionStorage values for dismissed banners, guide/helper states, and lightweight public-page preferences.
Effect when off: AWRA avoids optional convenience memory unless it is also allowed through marketing and engagement preferences.
Analytics Cookies
Analytics Cookies
Always Active
Analytics helps AWRA understand public page performance, traffic patterns, and content usefulness so we can improve the marketing website.
This category does not by itself enable demo popups, exit-intent prompts, or advertising pixels. Those are controlled by Marketing & engagement.
In this AWRA setup, Google Analytics and Google Tag Manager measurement are treated as mandatory website measurement and remain active.
Cookie details
Google Analytics / GTM: measures aggregate traffic and page activity.
Performance insight: helps identify which public pages, docs, and demo paths visitors use.
Operational signal: supports website quality decisions without enabling demo popups by itself.
Examples: Google measurement identifiers such as GA/GTM tags and related browser identifiers set by Google scripts.
Use: page views, source/referrer trends, public content performance, and product education page effectiveness.
Marketing & engagement
Marketing & engagement
Marketing and engagement storage supports demo prompts, exit-intent prompts, campaign attribution, and future advertising pixels.
When disabled, AWRA will not auto-open demo or exit-intent popups. CTA buttons can still open a form because that is a direct visitor action.
When enabled, AWRA can remember that a visitor already saw, dismissed, or submitted a demo prompt so the same popup is not repeated aggressively.
Cookie details
Demo prompt memory: tracks whether an auto prompt or exit prompt was recently dismissed.
Demo submission memory: avoids asking again after a visitor submits a demo request.
Campaign context: keeps source page, referrer, and UTM context available for demo requests.
Examples: popup frequency caps, demo-submitted flags, engagement source fields, and UTM/referrer context.
Effect when off: auto demo prompts and exit-intent prompts stay blocked; normal navigation and manually clicked CTA buttons still work.
