Helpdesk & ticketing
Helpdesk and ticketing with SLAs that warn you before the breach.
Tickets arrive from your own mailboxes, WhatsApp, web chat, a support form and a customer portal. Each one sits on the customer’s record, with an SLA clock that warns the agent before time runs out.
- Tickets from
- Web chat
- Support form
- Portal
Support today
The SLA lives in a spreadsheet. The ticket lives somewhere else.
“We hear about a breach from the customer.”
Without a clock on every ticket, the first warning is the complaint.
“Which chat was this ticket about?”
A helpdesk that can’t see the chat makes the customer tell the story twice.
“Two of us replied to the same ticket.”
The customer gets two answers, and sometimes they don’t agree.
SLA policies
An SLA clock on every ticket, and a warning before the breach.
A policy sets the first-response and resolution targets, and matches tickets by priority and channel. The assignee is warned at your threshold. A breach also tells the leaders of their teams.
- Count business hours only, with your hours and holidays
- A specific policy beats a catch-all
- Breach alerts, assigned or not
Teras Home’s SLA policies: “Urgent & high” gets a first reply within 1 business hour.
Working the ticket
Wait on the customer, and the resolution clock waits too.
Set a ticket to Wait on Customer or Wait on 3rd Party and the resolution clock pauses. When the customer writes back, it runs again, and if they go quiet, an automation can chase them for you. Collision detection tells you a colleague is already in the ticket.
- Automations and macros
- Merge, split and link tickets
- Followers, CC and @mentions
- Time tracking with a timer and billable rates
Teras Home’s “Chase a quiet customer” automation: two working days waiting on the customer, on tickets under Delivery.
Channels
Tickets from your mailboxes, WhatsApp, web chat, a form and a portal.
Mail to your support mailbox opens a ticket. A WhatsApp chat or a web chat can become one, and a WhatsApp ticket is answered on WhatsApp. Customers can also use a public support form, or log in to a portal.
- Your own mailboxes, or a forwarding address
- WhatsApp tickets answered on WhatsApp
- A spam-protected support form and a customer portal
Categories and teams
Your own categories, your teams, and assignment that runs itself.
Set up categories and subcategories that match your business, like Delivery › Damaged on arrival. Tickets go to the right team and are assigned automatically. Each category can have its own form.
- Categories with subcategories
- Teams and automatic assignment
- A form for each category
After hours
A chat left with the bot at 11:44 pm is a ticket by the morning.
When nobody is free, the customer leaves a message and it becomes a ticket on their record. The note on it says what the bot already knows: the order number and the customer’s language.
- A Leave a message step in any flow
- The ticket linked to the chat
- The SLA starts when the ticket does
Aisyah’s after-hours WhatsApp, now a ticket, with the bot’s internal note: order TH-104233, Bahasa Malaysia.
Surveys and the record
A survey after every resolved ticket, on the same record as the deal.
When a ticket is resolved, the customer gets your survey by email link or in the portal. The score lands on their timeline next to their chats and deals. A low score rings the agent and their team leader.
- Your own questions, in English, Malay and Chinese
- A WhatsApp ticket can be asked in its chat
- Reports → Tickets for first response, resolution and SLA
A contact’s timeline: the ticket, the reply, the survey score and the deal in one column.
Connected to everything else in Axonave
A ticket sits on the same record as the chat, the deal and the survey.
The helpdesk shares its customers with the CRM, its conversations with the inbox, and its answers with the knowledge base.
One customer recordchats · tickets · deals · AI answers
- Omnichannel InboxWeb chat and WhatsApp
- Chatbot & Flow BuilderAnswers saved to the CRM
- AICited answers, hand-over
- Knowledge Base & Help CentreWhat the AI answers from
- HelpdeskTickets with SLAs
- CRMLeads from every chat
Email
Mail to your own mailbox becomes a ticket, and replies stay in the thread.
Omnichannel inbox
A chat that needs follow-up becomes a linked ticket.
WhatsApp
Answer a WhatsApp ticket on WhatsApp.
AI
Agent Assist drafts the ticket reply from your articles.
The SLA clock
A dented fridge door, a first reply in 22 minutes, and a clock on the rest.
Teras Home’s “Urgent & high” policy gives a damaged delivery one business hour for the first reply and eight for the fix. Priya replied in 22 minutes. If the ticket runs on, this is who hears about it, and when.
TKT-1282 · Urgent · WhatsApp
Fridge door dented on delivery
- First response
- Met
- Resolution
- 63 % used
9:39 am
Ticket created from WhatsApp
“Urgent & high” starts both clocks: a first reply within 1 business hour, resolved within 8.
10:01 am
Priya replies
First response: met.
Now
63 % of the resolution window used
Still on track.
Waiting
Wait on customer
The resolution clock pauses until Farah replies.
Warning
At the policy’s threshold
Priya gets a warning.
Breach
At the due time
Priya and her team leaders are told.
Who runs their support on it
Retail and delivery
Damaged-on-arrival and late-delivery tickets, each with its own category and SLA.
Warranty and repairs
Repair visits handled by team, with the time logged on every ticket.
B2B accounts
The account manager follows the ticket. The work is logged as billable time.
Questions about the helpdesk
Where do tickets come from?
Your own connected mailboxes (or a forwarding address), WhatsApp, web chat, a public support form and the customer portal. Each ticket lands on the customer’s record.
How do SLA policies work?
A policy sets first-response and resolution targets, and matches tickets by priority and channel. It can count business hours only, using your hours and holidays. The assignee is warned at your threshold, and a breach also tells the leaders of their teams.
Does waiting on the customer stop the clock?
Yes. Wait on Customer and Wait on 3rd Party pause the resolution clock. When the customer replies by email, the ticket goes back to In Progress and the clock runs again.
Can two agents end up answering the same ticket?
Collision detection shows when a colleague is already in it. Followers, CC and @mentions bring others in without a second reply.
Do customers get a survey?
Yes. After a resolved ticket the customer gets your survey by email link or in the portal, and a WhatsApp ticket can be asked in its chat. A low score rings the agent and their team leader.
What reports are there?
Reports → Tickets shows first response, resolution, backlog, reopens and SLA, built from daily rows so it stays quick. CSV exports run in the background.
Can we bring our tickets from another helpdesk?
Yes. Import them from CSV, with a preview and validation before anything is saved.
Is there a free trial?
Yes. Try Pro free for 14 days. No card needed.
See your own SLAs in Axonave.
We reply within one business day by email or WhatsApp.