Everyday work
Technical support
Report from the page you are on, followed through to the fix
Technical support
The Technical Support system is where staff report a fault in the portal or their device, request a technical service, or ask a question. Each ticket reaches the support team, which assigns it, classifies it and follows it in a conversation until the fix is confirmed by whoever raised it.
Who it is for: For every employee who raises and follows a ticket, and for the support team that handles tickets and measures its own performance.
The system in a minute
What it offers
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Report from any page
The support button at the top of every page opens a new ticket with the system and page already filled in.
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Ticket queue
Views for tickets awaiting a first reply, with the team, or with the requester, sorted by priority, category and assignee.
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Response targets
Priority, category and type set each ticket's response target, and an overdue-only filter shows every ticket past it.
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Support reports
Response and resolution times, target compliance, tickets by category and type, and service ratings, exported to PDF and Excel.
What sets it apart
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Confirmed by the requester
When the team finishes, the requester is asked to confirm the fix or reject it with a reason that reopens the ticket.
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Internal notes
The team writes either a visible reply or an internal note the requester never sees.
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Private by design
The conversation and its attachments are seen only by the requester and the authorised team, and files download only after a security check.
Some of its pages
- My tickets
- Ticket queue
- Support reports
- Ticket categories
- Shortcuts
Part of the Safwa Portal
This system works inside the Safwa Portal with all its other systems: one sign-in, permissions for every role, and an audit trail for every action.
Is this system right for your organisation?
We show you the whole system and answer your questions, then suggest the portal systems that fit your organisation.
