Answer faster, and never lose a request.

Support requests arrive wherever the customer happens to be — a form, an email, a WhatsApp message, a phone call to whoever they met last. What decides whether they get answered is not the channel; it is whether the request became something with an owner and a due time.

What usually goes wrong

  • Requests arrive on four channels and only some become tickets
  • A ticket has no owner, so everybody assumes somebody
  • There is no agreed response time, so "urgent" means nothing operationally
  • The customer chases you for an update because there is no other way to get one
  • Nobody knows whether support is getting better or worse

One queue, an owner, a due time, and a record

Every request becomes a ticket with a priority and an SLA due time derived from it. Rules turn the ticket into work with an owner. Replies and activity stay on the ticket, and the whole thread is visible from the customer record in the CRM.

Helpdesk & Tickets in AutoMyra

  • Embeddable widget — A script tag on your own site that raises tickets straight into the queue.
  • Hosted form — A link or a QR code for when there is no site to embed on.
  • SLA by priority — A due time on every ticket: 4 hours on critical, 12 on high, 48 on medium, 96 on low.
  • Assignment & ownership — A named owner on every ticket, so escalation has somewhere to go.
  • Ticket → task rules — When a ticket is created, reassigned or changes status or priority, raise the task it implies.
  • Replies & attachments — The whole thread and its files on the ticket, not in an inbox.
  • Tags & activity log — Categorisation for reporting, and a timestamped history for accountability.
  • Domain whitelisting — Control which sites may raise tickets through the widget.
  • Customer feedback — Verified reviews collected from customers after the fact, with an embeddable review wall.
  • CRM link — Open tickets visible against the customer, so a renewal conversation is not held in ignorance of one.

Questions about Helpdesk & Tickets

How do customers raise a ticket?

Through an embeddable widget on your own website, or through a hosted form you can share as a link or a QR code. Which domains may use the widget is controlled by a whitelist.

What are the SLA targets?

A due time is set automatically from the ticket's priority: four hours for critical, twelve for high, forty-eight for medium and ninety-six for low. The due time is stored on the ticket, so overdue is a fact rather than an impression.

Can a ticket create work for another team?

Yes. Rules check the ticket's conditions when it is created, reassigned or changes status or priority, and raise a task with an owner — which is how a support request reaches the people who actually have to fix it.

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