What's new

Partner & Vendor Portal

A dedicated persistent workspace for POS vendors, implementation partners, and outsourced support teams. Partner users log in independently, see only the client tickets they are authorised to access, and take structured actions — reply, escalate, close, upload attachments, update workflow checklists — all governed by a 9-permission matrix set per client organisation. Every action is recorded in an immutable audit log. Staff manage partner organisations and their access from Settings; super admins can revoke at platform level.

Granular Partner Access Control

Each partner organisation gets a permission matrix per client org: reply, create tickets, close, assign self, reassign within team, escalate, update workflows, upload attachments, see internal notes — all independently switchable. Category, department, and priority scope filters let you limit exactly which tickets a partner can see. Null scope = unrestricted; empty scope = blocked — full control with zero configuration ambiguity.

Partner Audit Trail

Every action taken by a partner user — reply, escalate, workaround set, workflow step checked off — is appended to an immutable audit log with IP address, timestamp, and full metadata. Audit entries cannot be edited or deleted. Staff can view the full audit trail per partner organisation from Settings.

Vendor-specific Ticket Templates

Platform-wide ticket templates tailored to partner workflows: POS terminal issues, API integration failures, billing disputes, campaign setup, system access requests, and data integration errors. Partners can raise structured tickets from these templates with pre-filled diagnostic fields — reducing back-and-forth and arriving ready for triage.

Guided Ticket Wizard

Portal customers now see a categorised issue picker before raising a ticket. Selecting a template walks them through 3–5 focused questions — Auradesk auto-generates a structured ticket with the correct type, priority, and diagnostic notes pre-filled. Replaces free-text ticket creation with structured, actionable submissions that arrive ready to work on.

AI Synopsis

Click "Summarise" on any ticket to get a structured AI summary — issue, checks completed, current hypothesis, and recommended next action. Auto-generates when a ticket is resolved so every closure record is complete.

Diagnosis & Resolution Panel

Every ticket now has a structured Diagnosis & Resolution panel. Capture failure point, probable cause, root cause, workaround, and resolution type. The panel auto-expands with an amber prompt when you resolve a ticket with empty fields, and shows a green ✓ once closed with complete records.

Stage Journey Tracker

A visual stepper at the top of every ticket — Raised → Diagnosing → Resolved → Closed — shows exactly where a ticket is in its lifecycle without having to read status labels.

Workflow Diagnosis Checklists

Structured diagnosis playbooks now auto-attach to tickets based on their category. Step execution is tracked and audited — every check your team runs is on record.

AI Classifier Suggestion Banner

AI classification results now appear as an actionable banner on the ticket — accept with one click to apply the suggested category and priority, or dismiss. No more silent auto-updates.

Intake Diagnosis Fields

Module and impact scope can now be set at ticket creation — so the right diagnostic checklist loads automatically and resolution reporting is accurate from day one.

Visual Rule Builder

Drag-and-drop automation rule builder — create complex if/then routing and escalation logic without writing a single line of code.

AI Learning Loop

The AI now learns continuously from resolved tickets. Triage accuracy improves automatically as your agents close more tickets.

Team Digest Emails

Managers receive a daily summary email covering open tickets, SLA risk exposure, and team throughput — no dashboard login required.

Bulk Operations Toolbar

Select multiple tickets and apply bulk actions — resolve, reassign, tag, escalate — in a single click from the inbox.

Customer Memory Panel

Agents now see a rich context sidebar for every customer — past tickets, preferences, account notes, and sentiment history — without leaving the ticket view.

Executive Dashboard Redesign

Completely rebuilt executive view with org-wide KPI cards, 7-day ticket volume chart, top agent leaderboard, and plan usage gauge.

Bulk Operations (Beta)

Early access to bulk ticket management for admin users. Full release in v2.4.

Department Workload Heatmap

New heatmap view shows ticket load per department and per hour — identify bottlenecks before they become SLA breaches.

AI Copilot on Every Ticket

The Staff Copilot panel is now available on every ticket — get context-aware reply suggestions, KB article links, and escalation signals powered by your own ticket history.

Knowledge Base with AI Extraction

Create KB articles manually or let the AI extract a draft article from any resolved ticket. Articles are immediately searchable in the customer portal.

Policy Simulator

Test routing and escalation rules in simulation mode before pushing them to production. See which tickets would have been affected — zero risk.

Canned Response Library

Shared library of response templates with variable substitution. Admins manage the library; agents insert with one click.

WhatsApp Channel Integration

Tickets can now be raised directly via WhatsApp. Messages thread into the unified inbox alongside email and portal tickets.

Multi-Department Oversight

Super Admins can now view and manage tickets across all departments from a single oversight dashboard — no department switching required.

Escalation Policies

Define automatic escalation chains — if a ticket isn't resolved in X hours, it escalates to the next tier with notifications sent at every step.

Connected Apps (API Keys)

Create scoped API keys per integration client. Each key has its own permissions, rate limits, and revocation — no shared secrets.

Unified Inbox

The core of Auradesk — all tickets from all channels in one prioritised, filterable queue. Multi-department with per-department views.

SLA Management

Define response and resolution SLAs per department and priority level. Real-time breach alerts keep your team on track.

Customer Portal

Branded self-service portal for your customers — raise tickets, track status, search the KB, and add replies without emailing in.

Assignment Rules Engine

No-code rule builder for automatic ticket routing — IF/THEN logic based on subject, department, priority, or sender.