Helpdesk & Ticketing — helpdesk software with SLA management
Helpdesk & Ticketing runs the support and request desks of a Gulf company in one place: IT, HR requests, facilities and customer care, each with its own team, categories, fields and service level targets. It replaces a shared inbox or spreadsheet with numbered tickets, deadline timers, breach flags, a knowledge base in English and Arabic and customer satisfaction ratings, and AI suggests where a ticket belongs and drafts replies from your own articles while the agent stays in control. Outside customers follow and answer their ticket through a private link, and every signed-in user also has a built-in line to the software vendor's support desk. Limits today: an agent's answer is not e-mailed back to an outside customer (they follow it through the private link) and ticket alerts are in beta.
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Step-by-step guides for every role
136 features in 15 areas · works with 12 other modules · 9 team workflows
Full feature list
Desks and teams
Set up the queues your people work from: one desk per service, each with its own team, categories, fields and tags.
- A separate desk for each service — Run IT, HR requests, customer care, facilities or any custom desk side by side. Each desk has its own roster, categories, extra fields, service level policy and tickets. Desks can be renamed and reconfigured but not deleted.For: Helpdesk manager, Tenant admin
- Ready-made desk types — Choosing Customer support, IT, HR or Facilities pre-fills categories when you leave the list empty: bug, question, feature request and billing for support; incident, request and access for IT; payroll, leave, grievance and letter for HR; repair, move and supplies for facilities. You can edit them afterwards, but the desk type itself cannot be changed once the desk exists.For: Helpdesk manager, Tenant admin
- Facilities desk with Building and Room — A facilities desk starts with required Building and Room fields so every repair or move request can say where it is. The New ticket form does not show extra fields yet, so on a desk with required fields tickets are filed through Copilot or the application programming interface (API), or the fields are made optional.For: Helpdesk manager
- Categories in English and Arabic — Every desk category carries an English and an Arabic label, and the ready-made types already ship both. Categories guide AI triage and can be set through Copilot; the New ticket form does not ask for a category yet.For: Helpdesk manager, Tenant admin
- Extra fields per desk — Add text, choice list, date, number and tick-box fields to a desk, mark them required and label them in English and Arabic. Agents fill them in on the ticket page, and a value outside the choice list is refused. A required field is enforced when a ticket is created, and the New ticket form does not show these fields yet, so tickets for such a desk come in through Copilot or the API.For: Helpdesk manager, Tenant admin, Helpdesk agent
- Desk roster with members and leads — Name who works each desk and mark leads, which is a label for now with no extra rights. The roster decides which desks' tickets an agent can see and who can see a confidential desk.For: Helpdesk manager, Tenant admin
- A default person for unowned tickets — Name a default person for a desk. When a customer replies on a ticket nobody has taken, that person is the one alerted. Once set, the default can be changed but not cleared.For: Helpdesk manager
- Confidential desks — Mark a desk confidential and only its roster members, plus the person who filed a ticket, can see its tickets. Even people who can read all other tickets cannot open them, and counts and reports respect the same rule. The HR desk type starts out confidential.For: Helpdesk manager, Tenant admin
- Colour-coded tags — Create tags for a single desk or for the whole company, pick a colour, and delete them when they are no longer used. Tags can only be applied on a desk where they belong.For: Helpdesk manager, Tenant admin
- Create a desk without leaving the form — Where a screen asks you to pick a desk, you can create a new one on the spot and carry on, instead of leaving to the settings page and losing what you typed.For: Helpdesk manager, Tenant admin
Creating tickets
Get a request into a desk quickly, on behalf of the person who asked, with the numbers and deadlines already in place.
- New ticket in a few clicks — Pick the desk, type a title and description, choose a priority and save. The ticket gets its number and its service deadlines immediately.For: Helpdesk agent, Helpdesk manager, Tenant admin
- File a ticket for a colleague — Choose any colleague from a searchable list as the requester, instead of recording the ticket under your own name. Use it when someone phones in or walks up to the desk.For: Helpdesk agent, Helpdesk manager
- File a ticket for someone outside the company — Enter a customer's name and email as an external requester. The ticket is created with a private link the customer can use to follow and answer it without an account. The External option appears when customer links are switched on. The name is at most 200 characters and the email must be a valid e-mail address, or the ticket is refused with a sentence saying so.For: Helpdesk agent, Helpdesk manager
- Four priorities — Every ticket is Low, Normal, High or Urgent. When the desk's service level policy has targets per priority, the priority sets the deadlines.For: Helpdesk agent, Helpdesk manager
- Sequential ticket numbers — Tickets are numbered HD-00001, HD-00002 and so on, per company. Numbers are never reused, even after tickets are cancelled, so a number quoted on the phone always means one ticket.For: Helpdesk agent, Helpdesk manager
- The first message starts the conversation — The description you type becomes the first message in the ticket's conversation, so nothing the requester said is kept apart from the thread.For: Helpdesk agent
- Where each ticket came from — Each ticket records how it arrived: entered by hand, sent in through the API, by e-mail to a desk's address, or filed through the vendor support channel. Social media is a valid label but nothing creates tickets from it yet. Insights shows this as a field.For: Helpdesk agent, Helpdesk manager
- Tickets from e-mail — Give a desk its own address. Each e-mail your mail relay receives for it becomes a ticket, with the subject as the title and the files attached after a safety check; a reply quoting the ticket number, such as [HD-00042], from the same person is added to that ticket and reopens it if it was resolved. Out-of-office replies, bounces and senders you block are dropped and listed on the desk, and a message delivered twice is filed once. A desk can also read its own mailbox over IMAP (TLS only, read-only; old mail is not filed). A sender known to CRM as exactly one contact is linked to that contact. Off until the company turns it on; the agent's answer is not e-mailed back yet, the customer follows it through the private link.For: Tenant admin, Helpdesk manager
Working tickets
The agent's day: a queue sorted by what is due, one page per ticket, quick moves between tickets and clear rules about who can change what.
- A queue you can filter — See tickets by status tab (New, Open, Pending customer, Resolved, Closed, Cancelled), by desk and by priority, with a one-click My tickets view that shows the tickets assigned to you.For: Helpdesk agent, Helpdesk manager, Tenant admin
- Search by title or ticket number — Type part of a title, or the digits of a ticket number, to find a ticket in the queue.For: Helpdesk agent, Helpdesk manager
- Most urgent first — The queue is ordered by resolution deadline, nearest first, so tickets that are about to miss or have already missed their target sit near the top.For: Helpdesk agent, Helpdesk manager
- Live deadline chip — A chip shows how long is left to resolve each ticket: green with more than two hours left, amber with less, and red once the target is missed. It stops counting down once the ticket is resolved, closed or cancelled.For: Helpdesk agent, Helpdesk manager
- One workspace per ticket — Everything about a ticket is on one page: description, conversation, reply box, status buttons, assignee, extra fields, tags and linked records. Once the ticket is resolved, the page shows the requester's rating and comment.For: Helpdesk agent, Helpdesk manager
- Previous and next ticket — Step through tickets in the same order and scope as the queue without going back to the list.For: Helpdesk agent, Helpdesk manager
- Public replies and private notes — Reply to the requester, or write an internal note that only agents can read. Private notes never reach the customer, whichever way they follow the ticket.For: Helpdesk agent, Helpdesk manager
- Reply and wait for the customer — On an open ticket, tick one box when sending a reply to move it to Pending customer in the same step. A separate Set pending customer button does the same without a reply.For: Helpdesk agent, Helpdesk manager
- A clear status flow — Tickets move New, Open, Pending customer, Resolved, Closed, with Cancelled for withdrawn ones. The system refuses any other jump and says which moves work from where, so a customer cannot close their own ticket. No screen has a button to reopen a resolved ticket: the customer's reply does that.For: Helpdesk agent, Helpdesk manager
- Each status move needs its own permission — Resolving and closing, cancelling and ordinary updates are separate permissions, so a company can let agents resolve but keep cancelling for managers, which is how the ready-made roles are set. Buttons you may not use are shown greyed out.For: Helpdesk manager, Tenant admin
- The first reply opens the ticket — A new ticket becomes Open when an agent sends the first public reply, and that reply also records the first-response time.For: Helpdesk agent
- A customer's reply reopens the ticket — When the requester answers a ticket that is waiting on them or already resolved, it goes back to Open on its own so it returns to the agent's queue.For: Helpdesk agent, Requester, External customer
- Status changes recorded in the conversation — Each status change an agent or the system makes after a reply adds a private line to the conversation saying who moved the ticket from what to what, so the history reads in one place. The automatic closing of old resolved tickets does not add a line.For: Helpdesk agent, Helpdesk manager
- Assign and reassign — Hand a ticket to any colleague from a searchable list, and to someone else later. Assigning is its own permission, separate from editing, and a ticket cannot be set back to unassigned. Assigning does not send an alert.For: Helpdesk agent, Helpdesk manager
- Change priority from the queue — Select tickets in the queue and set a new priority. On a ticket that is still New, the response and resolution deadlines are recalculated from the desk's policy; once a ticket has been opened its deadlines stay as promised.For: Helpdesk agent, Helpdesk manager
- Move a ticket to another desk — Select tickets in the queue and use Move to desk. Tags and extra-field values sent with the move are checked against the new desk. Deadlines are not recalculated by a move, and the ticket takes on the new desk's visibility, so moving it to a confidential desk hides it from people not on that roster.For: Helpdesk agent, Helpdesk manager
- Tag tickets — Add or remove tags on a ticket from a picker that offers only the tags of its desk and company-wide ones. A tag from another desk is refused.For: Helpdesk agent, Helpdesk manager
- Fill in the desk's extra fields — Edit the desk's extra fields right on the ticket, with the right control for each type: tick box, date, number, choice list or text. Agents without edit rights see them read-only.For: Helpdesk agent, Helpdesk manager
- Link a ticket to related records — Attach a ticket to a customer relationship management (CRM) company or contact, an employee, an asset, a project or a task so the context travels with it. For now you paste the record's reference code rather than choosing it from a list, the reference is not checked, and the link does not open the record.For: Helpdesk agent, Helpdesk manager
- Bulk actions on the queue — Select many tickets and assign them, change their priority, move them to another desk, or resolve, close or cancel them in one go. You get a summary of what changed, and a ticket you may not touch or that cannot take that step is reported rather than silently changed.For: Helpdesk agent, Helpdesk manager
- Safe bulk runs — Through the API or Copilot a bulk change can be rehearsed first, run all-or-nothing, and retried safely with a reference so a lost response never applies the change twice.For: Helpdesk manager, Tenant admin
- Merge duplicate tickets — Fold duplicate tickets into the one you keep: messages, files, tags and links move across, the others close with a note naming the kept ticket, and the requester's link for a merged ticket opens the kept one. The kept ticket's deadlines are untouched.For: Helpdesk agent, Helpdesk manager, Tenant admin
- Parent and child tickets — Break a large job into child tickets under a parent. The parent cannot be resolved while a child is still open, and the message names the open child; a company can switch that rule off.For: Helpdesk agent, Helpdesk manager, Tenant admin
- Canned replies in English and Arabic — Type / in the reply box to insert a ready-made reply in English or Arabic with the requester's name, the ticket number and your own name filled in. Agents keep personal replies, managers write shared ones for every desk or one desk, and a reply can move the ticket to waiting for the customer and add a tag when it is sent.For: Helpdesk agent, Helpdesk manager, Tenant admin
- Cancelled tickets are final — A cancelled ticket cannot be moved again. A closed ticket cannot be reopened from the screen or by the customer, and a message the customer sends on it is added to the conversation but does not reopen it; an agent who holds the reopen permission can reopen it through the API or Copilot.For: Helpdesk agent, Helpdesk manager
Service levels and escalation
Promise response and resolution times per desk and priority, see who is about to miss them and who already has.
- Automatic assignment of new tickets — Each desk can give new tickets raised in the app to its members by turns, or to the member with the fewest open tickets, skipping anyone on approved leave today. The leave comes from the attendance module's decisions and only the person and the days are kept; leave approved before the desk kept its list is brought in with one Send approved leave again button. Off by default per desk; someone who assigns a ticket by hand always wins.For: Helpdesk manager, Tenant admin
- Warnings and escalation on an SLA policy — A policy can warn the assignee when a chosen share of the resolution time is used, counted in working hours for a working-hours policy, escalate a missed ticket to the desk lead with an Escalated mark and optionally one priority step up, and then, after a delay you set, tell a named manager. Each step happens once per ticket, leaves a system note and sends a notice to the right people; the last step is critical and ignores quiet hours. The escalation stays inside the desk: the person who raised the ticket sees its status and priority, never the Escalated mark, its reason or the notes.For: Helpdesk manager, Tenant admin
- Service level agreement (SLA) policies — Define a policy with a first-response target and a resolution target in minutes, and attach it to a desk. A desk with no policy still gets 4 hours to respond and 2 days to resolve. Policies can be edited, which applies to new tickets, but not deleted.For: Helpdesk manager, Tenant admin
- SLA by customer contract — Record that a customer's contract buys a service level: name it (like Gold AMC), choose the SLA it gives, say who it covers (one e-mail address or everyone at a company) and when it is in force. A ticket from a covered customer gets that contract's first-response and resolution times instead of its desk's, and the ticket says which contract it came from and until when. When the contract has run out the desk's SLA applies and the ticket says so. Tickets already created keep the promise they were given. Enter it by hand, or let it fill itself from a CRM account or a Subscriptions plan.For: Helpdesk manager, Tenant admin
- Different targets per priority — Override the base targets for each priority, for example 30 minutes to respond and 4 hours to resolve for Urgent while Normal keeps the standard times.For: Helpdesk manager, Tenant admin
- Deadlines stamped on every ticket — Each ticket gets a first-response deadline and a resolution deadline the moment it is created, from its desk's policy and its priority.For: Helpdesk agent, Helpdesk manager
- Automatic breach flagging — A scheduled check runs every five minutes across all companies. A ticket with no public reply by its first-response deadline, or unresolved by its resolution deadline, is flagged as breached and stays flagged. Deadlines follow each policy's clock, working hours or around the clock, and the clock stops while a ticket waits for the customer.For: Helpdesk manager
- Breach alerts to the owner and managers — When a ticket breaches, its assignee, if it has one, and every helpdesk manager are alerted with the ticket number and which target was missed.For: Helpdesk agent, Helpdesk manager
- Breached tickets on the dashboard — The hub counts open tickets that missed their response target and those that missed their resolution target, and each tile opens the ticket queue.For: Helpdesk manager, Helpdesk agent
- Resolved tickets close themselves — A ticket that has stayed in Resolved for seven days with no change is closed automatically by the same scheduled check, and a requester with a login is alerted.For: Helpdesk manager
- Support contracts kept from CRM accounts — A CRM account can carry the support contract it bought (like Gold AMC) and the day it ends. The help desk keeps that as a customer contract for everyone at the account's domain, so a ticket from that company gets the contract's SLA without entering it twice. When the contract's name matches no SLA, or the account has no domain, the Customer contracts screen says which account and what to fix.For: Helpdesk manager, Tenant admin
- Support contracts kept from Subscriptions plans — A Subscriptions plan can name the support SLA it promises (like Gold AMC). Every customer with a live subscription on that plan gets that SLA's first-response and resolution times on their tickets, found through the subscription's contact e-mail, and the contract ends with the subscription: when it is cancelled, paused or expired the ticket says the contract ended and the desk's SLA applies. When the SLA's name matches no SLA, or a subscription has no contact e-mail, the Customer contracts screen says which subscription and what to fix.For: Helpdesk manager, Tenant admin
- Who changed a customer contract, and when — Each customer contract has a History button: its changes newest first with the person's name — the SLA it names, who it covers, its dates, whether it is in use. A contract kept from a CRM account changes when the account does, so those lines name no person. Tickets already created keep their own record of the contract they were given.For: Helpdesk manager, Tenant admin
- SLA clocks that count working hours — Each policy counts either working hours only (your working days, hours, time zone, public holidays and optional Ramadan hours) or around the clock. The clock stops while a ticket waits for the customer and restarts with the working time that was left, and each ticket says in one line how its clock counts.For: Helpdesk manager, Helpdesk agent
AI assistance for agents
AI that does the reading and drafting. The agent still decides, and nothing is sent or changed without a person's click.
- Run triage on demand — Press Run AI triage on any ticket to get a suggested desk, priority, category and tags with a plain-language reason. Accept applies them to the ticket and Dismiss throws them away. The suggestion shows on the page until you leave it. It needs an AI provider to be set up.For: Helpdesk agent, Helpdesk manager
- Suggested replies from your own knowledge — Suggest reply drafts an answer to the customer's latest message using your published knowledge articles and the last few solved tickets on the same desk.For: Helpdesk agent, Helpdesk manager
- AI writing help in the reply box — The public reply and internal note box has a sparkle button and Ctrl/Cmd+J: write from a few words, improve, fix spelling, shorten, expand, change the tone (including formal Gulf business Arabic), translate between English and Arabic or summarise, using the ticket and the customer's last messages as context. You see the suggestion first and accept or discard it, with one Undo. Typing / still opens canned replies.For: Helpdesk agent, Helpdesk manager
- See which articles the draft used — A suggested reply lists the articles and solved tickets it drew on, so the agent can check the answer before sending.For: Helpdesk agent
- The agent always decides — Accepting a triage suggestion applies it to the ticket; using a reply draft puts the text in the reply box for the agent to edit and send. Dismissing discards it. AI never sends a message or changes a ticket by itself.For: Helpdesk agent, Helpdesk manager
- No invented desks, tags or categories — Anything AI suggests that does not exist in your company, such as a made-up tag or category, is removed before the suggestion is shown.For: Helpdesk agent, Helpdesk manager
- Replies in Arabic — When the company language is Arabic, AI drafts replies and triage reasons in Arabic.For: Helpdesk agent
- Your own AI provider and key — In Settings, under AI provider, a company can use its own provider and key; otherwise the platform's default applies.For: Tenant admin
- Switch AI off — AI triage and AI reply suggestions each have an on-off switch. The platform operator can turn them off for everyone and a company can turn them off for itself; see Feature switches for how the company side is changed today.For: Tenant admin
- AI use is logged — Every triage and reply suggestion generated is written to the audit trail with the ticket it was for.For: Tenant admin, Helpdesk manager
Knowledge base
Write the answer once, publish it, and let agents, AI and customers find it again.
- Articles in a category tree — Organise articles in categories with sub-categories, and filter the list by category. Categories can be added but not yet renamed or removed. A category name is at most 120 characters.For: Helpdesk agent, Helpdesk manager
- Write in Markdown with a preview — Write articles with simple formatting and flip to a preview to see what readers get. A title is at most 300 characters and an article at most 100,000.For: Helpdesk agent, Helpdesk manager
- Articles in English and Arabic — Each article is marked English or Arabic. There is no link between translations, so a bilingual desk writes one article per language.For: Helpdesk agent, Helpdesk manager
- Choose who may read each article — Mark an article Internal, Customer portal or Public. Internal articles are for agents only. A help centre for your own customers is not available yet, so today your articles are read by agents and used by AI reply drafts.For: Helpdesk agent, Helpdesk manager
- Draft, then publish — Agents write and edit articles, which start as drafts. Publishing and unpublishing are separate permissions that managers hold by default. Editing an article that is already published changes it straight away.For: Helpdesk agent, Helpdesk manager
- Search by meaning and by words — Search finds published articles that mean the same thing as the question as well as ones containing the words. If your AI provider is not configured it falls back to word search and still works.For: Helpdesk agent, Helpdesk manager
- Search box on the knowledge base page — Type a question at the top of the knowledge base to see matching published articles with their audience, and open one to edit it. Drafts appear in the article list, not in search.For: Helpdesk agent, Helpdesk manager
Customers and requesters
Keep people outside your company in the loop without giving them an account.
- A private link for outside customers — An outside customer gets one private link to their ticket. They can read the conversation, reply and rate the service, with no sign-up or password. The link works while customer links are switched on and the helpdesk licence is active.For: External customer, Helpdesk agent
- The link is shown once — The link appears once when the ticket is created, ready to copy and send. Only a fingerprint of it is stored, so nobody, administrators included, can recover it later.For: Helpdesk agent
- Customer replies join the conversation — A reply typed on the link lands in the ticket as the customer's message and reopens the ticket if it was pending or resolved. The assignee, or the desk's default person, is alerted.For: External customer, Helpdesk agent
- Customers rate the service — Once a ticket is resolved or closed, the customer can give one to five stars and a comment from the same link, once; a rating cannot be changed afterwards. Link ratings count in the satisfaction figures.For: External customer
- Private notes stay private — The customer's page shows only the public conversation. Internal notes written by agents are never included.For: External customer, Helpdesk agent
- Wrong links reveal nothing — A link that is invalid or tampered with shows the same plain not-found page, so nobody can probe which tickets exist. Replies are limited to 20,000 characters and the page is rate-limited.For: External customer
- Switch customer links off — A company can turn customer links off entirely (see Feature switches for how), and links also stop working if the helpdesk licence lapses.For: Tenant admin
- Customers can be tied to a CRM contact — When a ticket is filed for an outside customer through Copilot or the API, it can be connected to their CRM contact. The ticket screen does not ask for the contact yet, and no CRM screen lists the customer's tickets.For: Helpdesk agent
- Customer portal with a one-time code — An outside customer opens the portal at your workspace address followed by /admin/portal, enters the e-mail address on their requests and signs in with a one-time code e-mailed to it (no password, five wrong tries burn the code, five codes an hour). They see every request raised under that address, file a new one on your customer care desk and open any of them on their own ticket page to reply, download files and rate. Only an address that already has a request receives a code, and the answer never says whether it does. Off by default; one switch in Settings → Features turns it on.For: Helpdesk manager, Tenant admin
Reporting and customer satisfaction
See the health of the queue and how customers feel about the service.
- Helpdesk home dashboard — A hub shows open tickets, response-target breaches, resolution-target breaches and the share of satisfied customers over 90 days. Each tile opens the ticket queue.For: Helpdesk manager, Helpdesk agent
- Open tickets by desk and by priority — The hub shows how many open tickets each desk holds and how many are Low, Normal, High or Urgent. Counts by status are available by asking Copilot.For: Helpdesk manager
- Customer satisfaction (CSAT) on the hub — The hub shows the average rating, the share of customers who rated 4 or 5, and the number of responses for the last 90 days.For: Helpdesk manager, Helpdesk agent
- Satisfaction and response time by asking Copilot — Ask Copilot for the satisfaction summary over a window from one day to a year. It adds the median time to a first reply, which the hub does not show.For: Helpdesk manager, Helpdesk agent
- Performance reports — A Reports page shows how long open tickets have waited (average, oldest and five age bands), how often solved tickets come back, how many are solved at first contact, whether first-reply and solved-by promises are kept for each desk and month, and each agent's open and solved work. Pick 30, 90, 180 or 365 days.For: Helpdesk manager, Helpdesk agent
- Download satisfaction ratings — Managers download every rating in a period (ticket, desk, who handled it, score, the customer's comment, dates) as a spreadsheet file. The newest 5,000 are included, desks you are not on stay out, and each download is recorded in the audit log.For: Helpdesk manager
- Reports respect desk privacy — Counts and satisfaction figures only include tickets the viewer is allowed to see, so a confidential desk never leaks through a dashboard.For: Helpdesk manager, Tenant admin
- Ticket dashboards in Insights — Build your own charts, tables and dashboards over live ticket data, such as tickets by status, desk, priority or breach, and keep them beside your other business views. First-reply and resolution dates are available as fields.For: Helpdesk manager, Tenant admin
Notifications and automation
The right person is told when something needs them, without anyone chasing.
- New ticket alert — A new ticket alerts every helpdesk manager with its number, title and priority.For: Helpdesk manager
- Reply alert — When an agent posts a public reply, the requester is alerted if they have a login. When a customer replies, the assignee is alerted, or the desk's default person if nobody owns the ticket. Private notes never alert anyone, and an outside customer is not e-mailed by the system.For: Helpdesk agent, Requester
- Status change alert — A requester with a login is alerted when an agent or bulk action changes their ticket's status, including when it is closed automatically. The automatic move to Open on a reply sends no status alert.For: Requester
- Edit the wording of alerts — The subject and body of each helpdesk alert can be edited and test-sent in Settings, under Notification templates.For: Tenant admin
Support from your software vendor
Every user of the platform has a built-in line to the vendor's own support desk, even if your company never bought Helpdesk.
- A Support button on every page — A life-ring icon in the header opens Support for every signed-in user, whatever their role and whatever your plan. There is nothing to license or switch on.For: Employee, Helpdesk agent, Helpdesk manager, Tenant admin
- A message that says what failed — When an action fails, a message says what happened and apologises only when the fault is on the platform's side. Copy details and Open ticket put the page, the time and a reference on your clipboard or in a ready-filled support request.For: Employee
- Your company's own list of what went wrong — Failures are recorded on their own, with the page, the person and the time, grouped so one problem is one line. A company administrator reads them under Settings » Errors, marks each resolved with a note, and sees it come back if it does.For: Tenant admin
- Search help before you ask — Type the problem first. Matching help articles from the vendor's knowledge base appear as you type and open in place. Only articles meant for customers are ever shown.For: Employee
- File a request by topic and urgency — Choose Bug, Question, Feature request or Billing, say how urgent it is, add a title and details, and send. Your name and email come from your sign-in, so a request cannot be filed in someone else's name.For: Employee
- Follow your requests in a chat-style thread — My tickets lists everything you filed with its status. Open one to read the support team's answers and reply, and a reply on a pending or resolved request reopens it. You are not alerted when support answers, so look in My tickets.For: Employee, Platform support agent
- Rate the help you got — When a request is resolved or closed, give it stars and a comment.For: Employee
- See your whole company's requests — A person with the company-wide permission, held by tenant admins and helpdesk managers, can switch from Only mine to everyone's requests, to avoid duplicates.For: Tenant admin, Helpdesk manager
- Internal notes never cross over — The vendor's private discussion of your request is never visible to you, and nothing you type can reach their private notes.For: Employee, Platform support agent
- Works without the Helpdesk licence — Support does not check your licence or any helpdesk permission. A user needs only to be signed in.For: Employee
- Request things from inside other screens — Some screens, such as the CRM form library's Request template button and the app marketplace's Submit app dialog, file a request to the vendor desk directly, so you never copy details between systems.For: CRM user, Tenant admin
- Report a fault from the error message — When a save fails, the red message says so in plain words, shows a reference number you can quote, and offers Copy details and Open ticket. Open ticket lands in Support with the request already written (the title, the reference, what was asked, the page and the app version, never your sign-in), also when you are already in Support.For: Employee, Tenant admin
- Search the guides with tabs — The search box on Support has tabs for All, Guides, FAQ and Team workflows. Each result shows the app, the topic and the passage that matched, and the words and the tab stay in the address, so a refresh or a pasted link opens the same view.For: Employee, Helpdesk agent, Helpdesk manager, Tenant admin
- Frequently asked questions under your tickets — Below My tickets, an accordion holds the questions customers ask most, taken from each app's documentation and filterable by app. Under any answer, Still stuck? Open a ticket starts a request that already holds the question.For: Employee, Helpdesk agent, Helpdesk manager, Tenant admin
- A help index you can read in the page — A side index lists every app with its topics, a count per app and a filter box, and the topic you are reading is highlighted. A topic opens beside it with its overview, what it covers, team workflows, customer questions and links to the apps it works with, plus previous and next. Every topic has its own link, the index becomes a drawer on a phone, and it reads right to left in Arabic.For: Employee, Helpdesk agent, Helpdesk manager, Tenant admin
Access, privacy and audit
Who can see and do what, how personal data is protected and what is recorded.
- Two ready-made roles — A Helpdesk manager can configure desks, policies, tags and the knowledge base and see every non-confidential ticket. A Helpdesk agent works the tickets and knowledge articles of their own desks. Tenant admins hold the manager's permissions.For: Tenant admin, Helpdesk manager
- Fine-grained permissions — Reading tickets on your own desks or all of them, creating, assigning, updating, resolving and closing, cancelling, creating and editing desks, managing rosters, editing policies, writing, publishing and unpublishing articles, reading satisfaction and seeing the company's vendor support requests are each their own permission, so you can build your own roles.For: Tenant admin
- Agents see their own desks — An agent sees tickets of the desks they belong to. A manager with the read-all permission sees every ticket except those of confidential desks they are not on.For: Tenant admin, Helpdesk manager
- Personal-data audit trail — Creating a ticket, a requester's or customer's reply, every AI suggestion and vendor-support activity are recorded with the purpose, the legal basis and the person the data is about, in line with Gulf data-protection expectations.For: Tenant admin, Helpdesk manager
- Licence and permission checks on every request — Every helpdesk screen and action is refused for a company without the Helpdesk licence, and again for a user without the matching permission. The vendor Support screen is the one exception and needs neither.For: Tenant admin
- Colleague list for pickers — Helpdesk managers and agents can read the company's user list so the assignee and requester pickers actually show colleagues. They cannot change users.For: Helpdesk agent, Helpdesk manager
- Each company's tickets are kept apart — Every company's tickets sit in its own database, so they are not visible to any other company. Vendor-support tickets are kept in the vendor's database, not yours.For: Tenant admin
- Find, export and erase one person's tickets — For a data request, a help desk manager types the person's e-mail and sees every ticket they raised or reported across all desks, downloads their data as JSON or a spreadsheet (internal notes left out, files listed by name), and erases it: files and personal content go, the number, dates and state stay. Tickets on legal hold and tickets still open are kept unless the manager says otherwise, and the change history of erased tickets is cleaned. After a merge each person's messages stay theirs: another person's merged-in messages are never exported or erased with them, and their own messages moved onto another ticket are. Every search, export and erasure is recorded.For: Helpdesk manager, Tenant admin
Copilot and API
Do helpdesk work by asking, and connect other tools, with the same permissions as the screens.
- Ask Copilot about tickets — Ask for urgent or breached tickets, a ticket's full conversation including private notes you may read, today's counts, or the customer satisfaction summary. Copilot answers from your real data and only what you are allowed to see.For: Helpdesk agent, Helpdesk manager
- Create and reply from Copilot — Copilot can create a ticket for a colleague or customer and post a reply or private note. Anything that writes asks you to confirm first.For: Helpdesk agent, Helpdesk manager
- Move tickets along from Copilot — Assign, update, set Open or Pending customer, resolve and cancel tickets from Copilot, each under the same permission as the matching button.For: Helpdesk agent, Helpdesk manager
- Run bulk changes from Copilot — Ask Copilot to assign or close a whole batch of tickets in one go, with a rehearsal first if you wish.For: Helpdesk manager
- Set up desks and policies from Copilot — Create, read or change desks, rosters, service level policies and tags through Copilot, for example while onboarding a new team.For: Helpdesk manager, Tenant admin
- Write and publish articles from Copilot — Search, read, create, publish and unpublish knowledge articles through Copilot.For: Helpdesk agent, Helpdesk manager
- Triage and reply drafts from Copilot — Ask Copilot to run triage or draft a reply on a ticket, then accept or dismiss the suggestion, with the same permission as the buttons on the ticket page. Unlike the page, nothing is lost when you leave.For: Helpdesk agent, Helpdesk manager
- Link records and tag tickets from Copilot — Ask Copilot to list, add or remove a ticket's linked records and to read its tags.For: Helpdesk agent, Helpdesk manager
- Support requests from Copilot — Ask Copilot to file, list, read and reply to your requests with the vendor's support desk, and search the vendor's help articles.For: Employee
- Open connection for other AI assistants — Helpdesk offers the same tools to any outside AI assistant that speaks the open Model Context Protocol, still limited to the signed-in user's permissions.For: Tenant admin
Arabic and settings
Works in Arabic and English, and the switches a company controls.
- Helpdesk screens in Arabic — The hub, ticket queue, ticket page and the Support screen are available in Arabic with right-to-left layout, alongside English.For: Helpdesk agent, Helpdesk manager, Employee
- Arabic fields and categories — Desk categories and extra fields carry an Arabic label and the extra-field editor shows an Arabic input from right to left.For: Helpdesk manager
- Feature switches for the module — AI triage, AI replies and customer links each have a switch for the company and an override for the platform operator. A company administrator changes them on Settings → Features, in the Helpdesk section.For: Tenant admin
- Helpdesk tile and module home — Helpdesk has its own tile on the app launcher and a hub page that every helpdesk screen returns to.For: Helpdesk agent, Helpdesk manager, Tenant admin
For the platform operator
Tools for the company that runs the platform and answers its customers.
- Website demo requests become tickets — The Book a demo form on the product website files a High-priority ticket on the vendor's own desk, with the visitor's name, e-mail, company, phone, message and the page they came from. A hidden field and a limit of five requests an hour per visitor address keep spam out.For: Platform operator, Platform support agent
- Sales inquiries inbox — Platform, under Sales inquiries, lists the demo requests newest first, up to 200, and counts those nobody has started on. It is read-only: working a lead happens on the vendor's desk. It needs a platform administrator signed in with an authenticator code.For: Platform operator
- Support health card — The platform console shows the vendor desk at a glance: open and unassigned tickets, breaches, median time to first reply, 90-day satisfaction and open tickets by company.For: Platform operator
Learn it in the app
A guided tour inside Helpdesk teaches the work by having you do it.
- Hands-on guided tour — 4 short chapters (Ask for help; Work the team's tickets; Log tickets and answer faster; Watch service levels) that start by themselves the first time you open Helpdesk. Each step waits for you to really do it, such as opening a list or saving a first record, and any chapter can be paused, resumed or replayed from the last row of the Helpdesk menu or from Tours in the account menu.For: Helpdesk manager, Tenant admin, Helpdesk agent, Requester, External customer, Employee
Works with other modules
Copilot works your tickets for youCopilot reads tickets, knowledge articles and satisfaction figures and, after you confirm, creates, replies to, assigns, resolves or cancels tickets for you.A ticket points at the equipment it is aboutA ticket can store a reference to an asset record, so the agent knows which laptop, printer or vehicle the request concerns. The reference is a pasted code: it is not checked and does not open the asset.A ticket carries the CRM customer it concernsA ticket can store a CRM contact as its requester (through Copilot or the API) and be linked to a CRM company or contact. The ticket keeps the reference; no CRM screen lists the customer's tickets yet.CRM sends template requests to the vendor deskWhen a CRM user asks for a new form template, the request is filed as a ticket with the vendor's support desk.HR requests handled on a confidential deskThe HR desk type starts confidential with payroll, leave, grievance and letter categories, and a ticket can store a reference to an employee record. The reference is a pasted code and does not open the employee.Ticket data in your Insights dashboardsInsights reads live tickets from Helpdesk under the viewer's own permissions, so dashboards show only what that person may see.Marketplace submissions reach the vendor deskSubmitting an app listing from the marketplace files a ticket with the vendor's support desk carrying the listing details.Ticket events become alertsNew tickets, replies, status changes and service level breaches are sent to the Notification Centre, which delivers them by bell and e-mail to the right people. Assigning a ticket and ratings send nothing.A ticket points at a project or taskA ticket can store a reference to a project or a task, for example when a customer request turns into planned work. The reference is a pasted code and does not open the task.Helpdesk tickets become a service desk reportTickets, their state, team, urgency and promised times are read for the Service desk pack and for any chart you build.Suggest an app reaches the vendor deskA suggested app, with vendor, website, category and contact, is sent as a request to the software vendor's support desk.A help centre website with a contact formThe help centre template shows your public help articles, and its form opens a ticket in Help desk.Help desk skips people on approved leaveEach leave approval, rejection and cancellation tells the help desk who is away and on which days, so automatic assignment does not give new tickets to a desk member on approved leave today. Leave approved before the desk kept this list is sent once with Send approved leave again.A good rating earns the agent a badgeWhen a requester rates a resolved ticket 4 or 5 out of 5, from the app or the e-mailed link, the ticket's assignee gets the Happy Customer badge and its points, once per ticket.
Done by more than one person
A new ticket is triaged, assigned and resolvedAn outside customer follows and answers their ticketA missed deadline is flagged and picked upAn HR desk only its team can seeA knowledge article is written, reviewed and publishedA manager hands a batch of tickets to an agentA manager sets up a desk and the team starts working itAn employee asks the vendor's support team for helpA website demo request reaches the vendor's sales inbox
What each role gets
- Helpdesk agent — Works the queue of the desks they are on: public replies and private notes, priority, tags and extra fields, assigning and moving tickets, and resolving them, while cancelling is left to managers. Presses Run AI triage for a suggested desk, priority, category and tags, and Suggest reply for a draft built from published articles and recently solved tickets; nothing is applied or sent until they accept it. While AI triage is switched on, each new ticket is also triaged in the background, but the ticket page does not show that result, so the agent runs triage from the page to see a suggestion. Files tickets for a colleague or for an outside customer, who gets a private link, shown once, to follow and answer the ticket without an account; confidential desks they are not on, such as HR, stay invisible to them.
- Helpdesk manager — Sets up the desks teams work from: rosters, confidential desks, service level policies with targets per priority, extra fields, tags and knowledge-base categories. Can work, reassign or cancel any ticket on every desk except confidential desks they are not on, and publishes or unpublishes the articles agents write. The hub shows open tickets by desk and priority, response and resolution breaches and 90-day customer satisfaction, and managers are alerted to new tickets and to breaches (alerts are in beta).
- Employee — Has a Support button on every page that reaches the software vendor's own support desk, whatever their role or plan: searches the vendor's help articles, files a request as a bug, question, feature request or billing matter with its urgency, and follows the answers under My tickets. A reply on a pending or resolved request reopens it, a resolved one can be rated with stars and a comment, and no alert is sent when support answers. When an agent files a company ticket for them, they are alerted to public replies and status changes (in beta), but cannot open the ticket page itself yet.
- Tenant admin — Holds every helpdesk manager permission, so can set up desks and work tickets when needed, and sees the whole company's requests to the software vendor. Chooses the company's AI provider and key, and can switch AI triage, AI reply drafts, private customer links and satisfaction ratings off; these switches are on Settings → Features, in the Helpdesk section. Edits the wording of helpdesk alerts under Notification templates.
Frequently asked questions
Does the helpdesk support service level timers in business hours?
Yes. Each service level policy counts either working hours only (your working days, hours, time zone, public holidays and optional Ramadan hours) or around the clock, with different targets per priority, and the clock stops while a ticket waits for the customer.
Can customers open tickets without an account?
An agent files the ticket for them and shares a private link. The customer can read, reply and rate from that link with no account. There is no public submission form or customer sign-in portal yet.
Can the helpdesk create tickets from email or WhatsApp?
No. Tickets are created by agents on screen, by Copilot or through the API. E-mail and social-inbox intake are not available yet.
Does the system e-mail the customer when we reply?
Not for an outside customer: the agent sends them the private link, and they see replies there. Colleagues with a login are alerted in the bell and by e-mail, though alerts are still in beta.
Does it work in Arabic with right-to-left layout?
Yes. The hub, queue, ticket page and Support screen are available in Arabic, desk categories and fields carry Arabic labels, knowledge articles can be written in Arabic, and AI drafts in Arabic when your company language is Arabic.
Can I keep HR cases confidential from other support agents?
Yes. Mark the desk confidential, or use the HR desk type, which starts that way. Only the desk's roster and the person who filed the ticket can see its tickets, and counts and reports respect the same rule.
Does the AI send replies on its own?
No. AI only suggests a desk, priority, category, tags or a reply, and nothing is applied or sent until an agent accepts it. Every suggestion is recorded in the audit trail.
Can employees raise tickets to our own IT desk themselves?
Today agents file tickets on an employee's behalf, and an employee without a helpdesk permission cannot open the ticket page. Every employee does have the Support button to reach the software vendor, but a self-service request page for your own desks is not available yet.
How does it compare with Odoo Helpdesk or Zoho Desk?
It covers multiple desks, service level policies with per-priority targets, tags, extra fields, a bilingual knowledge base, AI triage and replies, customer links and confidential desks. It does not yet include e-mail-to-ticket, ticket merging, automation rules or macros, time tracking, or a customer help centre.
Do we need the Helpdesk licence to contact our software vendor?
No. The Support button in the header works for every signed-in user of every company, whether or not you bought Helpdesk.
Part of one platform
Helpdesk & Ticketing is one of 59 apps (36 business apps and 23 ISO standards) that share the same sign-in, the same people, the same customers and the same AI copilot. See all apps or how Tarleaks ERP compares with Odoo, ERPNext and Zoho.