Built for serious support teams

Unified Inbox

All tickets from email, WhatsApp, and portal in one prioritised queue.

Stage Journey Tracker

Visual stepper (Raised → Diagnosing → Resolved → Closed) shows every ticket's position in its lifecycle at a glance — no status hunting.

Diagnosis & Resolution Panel

Structured fields for failure point, probable cause, root cause, workaround, and resolution type. Auto-prompts on resolve. Green tick when closed with complete records.

Smart Assignment

Auto-assign tickets by department, skill, or round-robin rules.

Ticket Merging

Merge duplicate tickets to keep histories clean and avoid double work.

Bulk Actions

Resolve, reassign, or tag hundreds of tickets in one click.

Canned Responses

Shared response library with variable substitution for faster replies.

Internal Notes

Private notes visible only to staff — keep context without cluttering the thread.

AI Triage

LLM-based intent classification routes tickets to the right team before a human touches them.

AI Synopsis

On-demand ticket summarisation — issue, checks completed, current hypothesis, and recommended next action. Auto-generates at closure so every record is complete.

Suggested Replies

Context-aware response suggestions pulled from your KB and ticket history.

Sentiment Detection

Flag at-risk customers before they escalate. Surface signals early.

AI Classifier Suggestion

AI classification results surface as an accept/dismiss banner — agents stay in control while benefiting from automatic routing suggestions.

Assignment Rules

Build no-code automation rules: IF subject contains X THEN assign to team Y.

Workflow Checklists

Structured diagnosis playbooks auto-attach to tickets based on category. Step execution is tracked, timestamped, and audited.

AI Policy Simulator

Test routing rules in simulation mode before deploying to live traffic.

Outcome Learning

AI improves suggestions over time based on what your agents actually send.

Visual Rule Builder

Drag-and-drop builder for complex automation rules — no code required.

AI Learning Loop

The AI learns from your resolved tickets to improve routing and triage accuracy over time.

Team Digest

Scheduled email digest summarising open tickets, SLA risk, and team performance — sent to managers daily.

SLA Policies

Define response and resolution targets by priority, ticket type, or plan tier.

Breach Alerts

Real-time warnings before SLA targets are missed — email, in-app, or webhook.

SLA Pause & Clock

Pause the SLA clock when waiting on a customer or third-party.

Compliance Reports

Export SLA performance per department, agent, or time range.

Audit Log

Immutable event log for every ticket action — who, what, when.

Data Retention

Configure per-org retention policies to meet GDPR and data residency needs.

Department Inboxes

HR, Tech, Finance — each department has its own queue, agents, and SLAs.

Dept. Dashboards

Department managers see only their team's metrics. No noise from other teams.

Cross-Dept. Routing

Escalate or reassign tickets across departments without losing history.

Oversight Dashboard

Managers see risk signals, escalation patterns, and team workload in real time.

Executive Dashboard

CEO/VP view: org-wide SLA, ticket trends, plan usage, and agent performance.

Role-Based Access

Super Admin → Owner → Admin → Manager → Agent — granular permission model.

Branded Portal

Your customers log in to a white-labelled support portal with your brand.

Ticket Tracking

Customers can view status, add replies, and upload attachments to their tickets.

Knowledge Base

Searchable KB reduces inbound volume by helping customers self-serve.

Portal Notifications

Email alerts when ticket status changes — fully customisable templates.

Multi-Org Isolation

Each merchant's customers see only their own tickets. Zero data bleed.

Client User Mgmt

Admins can manage portal users — invite, deactivate, or reset passwords.

Customer Memory

Agents see a rich context panel for each customer — past tickets, preferences, and key account notes.

Guided Ticket Wizard

Customers pick from categorised issue templates and answer 3–5 focused questions. Auradesk auto-generates a structured ticket with the correct type, priority, and diagnostic context — no free-text confusion.

Persistent Partner Login

POS vendors, implementation partners, and outsourced support teams get their own login — separate from staff and portal clients. Session-based, no token management needed.

Per-Client Permission Matrix

9 independently toggleable permissions per client organisation: reply, create, close, assign self, reassign within team, escalate, update workflows, upload attachments, see internal notes.

Ticket Scope Filtering

Restrict partner visibility by category, department, and priority. Null scope = unrestricted; empty scope = blocked. No ambiguity.

Partner Dashboard

6 real-time stat blocks: my open tickets, awaiting my action, client-wise overview, SLA risk/breach, recently escalated, and resolved this week.

Structured Vendor Actions

Reply, add vendor notes, close, request closure, escalate, mark waiting, assign self, reassign within team — all permission-gated and audit-logged.

Vendor Ticket Templates

Platform-wide templates for common vendor issues: POS faults, API integration failures, billing disputes, campaign setup, access requests, data sync errors.

Immutable Audit Trail

Every partner action is recorded in an append-only audit log with IP address and metadata. Entries cannot be edited or deleted — full accountability.

Staff-managed Onboarding

Staff invite partner users — no self-registration. Revoke access instantly; soft-delete preserves full audit history.

Attachment Upload

Partners with upload permission can attach diagnostic files, screenshots, and logs directly to tickets — same secure storage as portal uploads.

Workflow Checklist Integration

Partners with workflow permission can check off diagnosis steps in active workflow instances — every step timestamped and audited.

REST Ticket API

Any backend system can push tickets into Auradesk with a single POST request. Pass your own ticket ID for automatic deduplication.

Embeddable Widget

Drop a one-line iframe into any platform — your ERP, CRM, or internal tool — to give users a scoped support UI without leaving the page.

Connected Apps Management

Create per-app API keys with granular permissions: create tickets, post replies, close tickets, view internal notes. Revoke instantly.

Outbound Webhooks

Subscribe to any ticket event (created, assigned, resolved, escalated). Signed payloads delivered to your endpoint within seconds.

Scoped Data Isolation

Each integration client sees only the tickets, departments, and statuses you explicitly allow. Zero data bleed between tenants or clients.

Rate Limiting & Tokens

Per-client rate limits (configurable), short-lived embed tokens (15 min default, up to 24 hr), and X-Frame-Options protection for iframe security.

Agent Performance

FRT, resolution time, CSAT, and ticket volume per agent over any date range.

Trend Charts

Visual ticket volume trends — spot peaks, seasonality, and anomalies.

Custom Exports

Export any report to CSV for BI tools or board presentations.

Usage Dashboard

Track plan consumption — seats, tickets, AI calls — against your limits.

Ticket Backlog

Real-time backlog metrics: age distribution, top categories, stuck tickets.

Team Workload

Live view of each agent's open ticket count and SLA exposure.

Interactive Product Tour

New team members can self-onboard with an in-app guided tour of every key workflow.

Learning Hub

Role-specific lesson modules for agents and admins — progress tracked per user.

Interactive Tools

Sandbox tools including the Policy Simulator and AI Triage Demo for hands-on exploration.

Product Changelog

Public changelog so your team always knows what's new and what's changed.