02 · Support requests
Ticketing System
Every request tracked, from the first email to the final fix.
Turn every support email and web-form request into a numbered ticket that goes to the right department, gets answered on time and is closed properly — with a portal where customers follow their own requests. Nothing gets lost in a shared inbox again.
24/7
customers submit & track requests
SLA
response deadlines & overdue alerts
AR · EN
customer portal in both languages
Who it is for
Made for teams that answer requests all day.
- IT teams handling support and service requests
- Customer service departments answering complaints and enquiries
- Companies whose support inbox has grown out of control
- Facilities, HR and internal help desks tracking staff requests
Ticketing System
Custom quote
Priced for your team size and setup. Tell us what you need and we will send a fixed quote.
- Tickets from email, your website and phone
- Customer portal to submit and track requests
- Routing by department and help topic
- Deadlines with overdue alerts
- Saved replies, internal notes and tasks
- Knowledge base of answers
- Reports by department, topic and agent
Everything included
A complete help desk, ready for your team.
All of this comes with the Ticketing System, set up for you.
Requests from every door
- Emails to your support address become tickets automatically
- A request form on your website
- Staff log phone and walk-in requests as tickets
- Customer email replies land in the same ticket
- An API to open tickets from your other systems
- Attachments on tickets and replies
The right request to the right people
- Help topics customers choose from — for example Billing, Technical or Complaints
- Custom forms and fields for each topic
- Automatic routing to the right department
- Filters that assign, prioritise or reject by sender, subject or keyword
- Transfer tickets between departments
- Priority levels from low to emergency
Built for support teams
- Departments and teams, each with their own queue
- Assign tickets by hand or automatically
- Internal notes the customer never sees
- Ticket locking so two agents never answer the same ticket
- Tasks inside a ticket for follow-up work
- Merge duplicate tickets and link related ones
Deadlines you can keep
- Service plans that set a response deadline for every ticket
- Late tickets flagged as overdue automatically
- Alerts to managers when a ticket runs late
- Due dates you can set per ticket
- Custom queues for whatever needs attention now
Answer faster
- Saved replies for common answers
- Automatic confirmation email with the ticket number
- Staff alerts for new tickets, replies and assignments
- Email templates you can edit and brand
- Custom ticket statuses for your own workflow
- Search across every ticket
A portal for your customers
- Customers submit requests and follow them in one place
- Check a ticket with just its number and an email address
- Full history of every request they have made
- Your logo and branding on the portal
- Arabic and English, plus many other languages
Knowledge base
- Publish answers customers can find themselves
- Organise answers into categories
- Keep internal-only articles for your staff
Reports that show the workload
- Dashboard of tickets opened, assigned, overdue and closed
- Statistics by department, help topic and agent
- Response and service times
- Export tickets to a spreadsheet
Control and security
- Roles and permissions for every staff member
- Agents see only their own departments
- Sign in with your company directory (LDAP / Active Directory)
- A full record of every action on every ticket
Have a question about this?
Send us a message on WhatsApp and get a straight answer the same working day — no forms, no sales call.
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