Help desk ticketing · Autessa Support Desk
Ticket workspace
In Autessa Support Desk every ticket opens into one workspace: the full conversation, a composer that switches between a public reply and an internal note, the ticket’s properties and SLA targets, the customer’s card and history, linked tickets, the activity log and the AI copilot, side by side.
The problem it solves
Context switching slows every reply
An agent who has to open the CRM for the customer, a wiki for the answer and a chat thread for the backstory spends more time looking than helping. The ticket workspace puts the conversation, the customer, the knowledge and the AI on the same screen.
What you get
- The thread shows customer messages, team replies, internal notes and key activity in one timeline; emails sent to the customer are marked as sent by email.
- One composer, two modes: Reply to the customer (visible to them) or Internal note (only your team can see it). Ctrl+Enter sends.
- Type @ in an internal note to mention a teammate; they get a notification.
- Attach files with the picker, by dragging them in or by pasting them into the reply.
- Properties: status, priority, category, assignee, assignment group and subcategory, tags, and both SLA targets with a note when the customer has their own targets.
- The customer card shows who wrote in, their company and their other tickets, and flags customers that were created automatically from an inbound message.
- A resizable side rail holds the copilot, similar tickets, the activity log, the knowledge base panel and customer history.
- Draft a knowledge article from the ticket’s conversation in one click from the ticket menu.
How it works
How does ticket workspace work in Autessa Support Desk?
Open the ticket
From the queue, the board, a notification or the command palette. If a teammate already has it open, you see it.
Read the story
The thread, the customer card and the copilot’s summary tell you what happened and how the customer feels.
Answer
Load an AI draft or a reply template, or write from scratch. Insert a Help Center article link from the knowledge panel. Choose Reply or Internal note and send.
Move it along
Set the status (only legal moves are offered), adjust priority or owner, tag it, link or merge it. On close, Support Desk records a satisfaction survey for the customer.
Every option
What is on the ticket
| Option | What it does |
|---|---|
| Composer modes | Reply to the customer (emailed in the original thread when the ticket came by email) or Internal note (team only, supports @mentions). |
| Attachments | Pick, drop or paste files into a reply or note. |
| Status | Open, Pending, Resolved, Closed, moving only along allowed transitions (for example an open ticket can go to pending or resolved). |
| Priority | Low, Normal, High, Urgent (or your own); changing it refreshes the SLA deadline. |
| Category, group, subcategory | What the ticket is about and which assignment group and subcategory own it. |
| Tags and CC | Free tags for reporting and automation; CC other customers so they follow the request. |
| Service levels | First response (SLA) and resolution goal for this ticket, with the customer’s custom targets when they have them. |
| Side rail | Copilot, similar tickets, activity log, knowledge base, customer history; drag to resize, double-click to reset. |
| Ticket menu | Draft article, link a ticket, merge into another ticket and more actions. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | Reply, add internal notes, mention teammates, change properties, link and merge, and use the copilot on any ticket. |
| Customer (signed in to your Help Center) | Sees public replies and their own messages in the Help Center. Internal notes are never shown to customers. |
Where AI helps
The copilot in the side rail analyzes the ticket into a summary, sentiment, a suggested reply, relevant articles, similar past tickets and next steps, and you can chat with it about the ticket. A pending AI draft appears above the composer; load it, edit it and send it yourself.
AI in Support Desk drafts, suggests, routes and checks. Anything a customer receives from your team is sent by a person.
Connected
How it connects to the rest of Support Desk
Ticket copilot
Analysis, chat and similar tickets live in the workspace side rail.
Support Desk featureReply templates
Fill the composer with a saved answer that can also change the ticket.
Support Desk featureLinked and merged tickets
Connect related work or fold a duplicate in.
Support Desk featureKnowledge search
Find an article and drop its Help Center link into the reply.
Autessa productAutessa CRM
Keep the sales side of the relationship next to support in the same Autessa account.
FAQ
Questions about ticket workspace
Straight answers. If something is not covered here, book a demo and ask us directly.
Can agents add internal notes that customers cannot see?
Yes. Switch the composer to Internal note. Notes are marked “Only your team can see this” and never appear in the customer’s Help Center or email.
Can I @mention a teammate on a ticket?
Yes. Type @ in an internal note to mention a teammate. They get a notification in the bell and the mention is recorded in the activity log.
Does every change get logged?
Yes. The activity log records status changes, assignments, priority changes, replies, notes, merges, mentions, AI drafts used, SLA breaches and first-reply and resolution timings.
Can a ticket move from Closed straight to Pending?
No. Status moves follow a workflow: open to pending or resolved, pending to open or resolved, resolved to closed or open, and closed to open. Only legal moves are offered.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours