Every helpdesk feature.

The full list, from the first message to the closed ticket. The helpdesk is included and sits on the same customer record as your orders and invoices.

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Channels

Tickets from email

Messages to your support addresses open a ticket or add to the open one.

Tickets from WhatsApp

Messages to your WhatsApp Business number open or update a ticket, and agents reply from it.

Tickets from the portal

Customers raise a request on your support page and follow it there.

One thread per ticket

Every message, reply and attachment kept in order on the ticket.

Service levels

Response and resolution targets

Targets by priority, ticket type or customer group, with the time left on each ticket.

Your working hours

Targets count only your working hours and skip weekends and public holidays.

Escalation

Tickets close to a missed target move to a team lead before they go overdue.

Service level reports

Targets met and missed by team, agent and priority.

Assignment and teams

Teams

Group agents by product, region or language, each with its own queue.

Automatic assignment

Tickets assigned by round robin or by current load, so no agent is buried.

Ticket types and priorities

Your own ticket types and priorities, set on arrival and changed when needed.

Saved views

Each agent filters and saves the ticket lists they work from.

Agent workspace

Saved replies

Answers your team writes once and inserts into any reply.

Internal comments

Notes and mentions for colleagues on the ticket, never shown to the customer.

Customer context

The customer's details, past tickets, orders and invoices beside the conversation.

Team chat

Talk through a difficult case with colleagues inside Prospera.

Knowledge base

Articles in Arabic and English

Write help articles once, grouped by category, in both languages.

Published for customers

Customers find answers on your support page before they raise a ticket.

Used in replies

Agents link or insert an article into a reply in a few clicks.

Customer portal

Secure sign-in

Each customer sees only their own requests, orders and invoices.

Track progress

Customers see the status of every request and reply from the same page.

Orders and invoices

Customers check their orders and invoices on the page where they ask for help.

Linked to orders and invoices

Ticket on the order

Raise a ticket against a specific order or invoice so the facts are on hand.

Replacements and returns

Draft a replacement order or a return from the ticket.

Credit notes under approval

Agents draft a credit note that posts to the books only once approved.

Feedback and reports

Customer ratings

Customers rate the help they got when a ticket is resolved.

Ticket reports

Volume, open tickets, response times and ratings by team, agent and type.

Helpdesk on any phone

Agents reply to tickets from any phone browser, on the move.

Works with the rest of Prospera

Connected to everything else.

CRM and sales Invoicing and collections Commerce Inventory Projects

See it with your numbers.

A free systems review walks through these features with your own processes, then gives you a written plan and a fixed price.

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