Support Customers and Your Own Team, in One System
Support customers and internal teams through structured tickets, queues, SLAs, assignments, a knowledge base, and reporting.
Support requests without structure get missed
A request buried in an inbox or chat thread is a request that's easy to forget.
Every request becomes a tracked ticket with an owner.
Tickets route into queues, carry a category and priority, and are monitored against real SLA policies.
Key Features
Public Support Portal
A branded page where customers open and track tickets.
Internal Tickets
The same structured system for internal requests.
Queues & Categories
Route tickets to the right team by queue and category.
SLA Policies & Escalation
Real SLA tracking with configurable escalation.
Assignment
Assign tickets to the right person, by category or queue.
Public Replies & Internal Notes
Customer-visible replies, separate from internal notes.
Knowledge Base
A searchable base of canned answers and articles.
Ticket Reports
SLA and volume reporting, ready to export.
Ticket Created
From the public portal, WhatsApp, or internally.
Routed to a Queue
Category and queue rules assign it to the right team.
SLA Monitored
Real SLA policies track response and resolution time.
Resolved & Reported
Closed tickets roll up into SLA and volume reports.
Built Around Controlled Access — Your company's data is kept separate from every other company on WaselTech.
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Guides related to this topic
Practical, no-hype reading from the WaselTech editorial team.
Frequently Asked Questions
Category and priority are set by your team or the customer — routing itself is rule-based, using queues and SLA policies.
Yes — a branded page where customers open and track their own tickets.
Yes — SLA policies are enforced and tracked per ticket, with escalation rules.