Moatwave Module
Helpdesk
Internal support tickets with priority queues, threaded responses, and SLA tracking built in.
Auto
Ticket numbering (TKT-0001)
Full
Audit trail per ticket
SLA
Resolution timestamps tracked
Helpdesk
Live module dashboard
Overview
Why Helpdesk is different
Internal support requests that go to the HR manager's WhatsApp get lost, forgotten, or handled inconsistently. Moatwave Helpdesk gives every staff member a way to raise a formal ticket — with a ticket number, priority level, and status tracking. Managers respond in the platform, internal notes stay private, and every resolution is timestamped for SLA measurement.
Ticket Creation
Any staff member can raise a ticket in seconds — subject, description, category, and priority.
Auto-Numbered Tickets
Every ticket gets a unique number (TKT-0001) — makes referencing and tracking easy.
Category System
HR, IT, Facilities, Billing, General, Technical — categorise tickets for correct routing.
Full feature set
Everything included in Helpdesk
No hidden add-ons. No feature gating within the module. If it is listed below, it is in your plan.
Ticket Creation
Any staff member can raise a ticket in seconds — subject, description, category, and priority.
Auto-Numbered Tickets
Every ticket gets a unique number (TKT-0001) — makes referencing and tracking easy.
Category System
HR, IT, Facilities, Billing, General, Technical — categorise tickets for correct routing.
Priority Levels
Low, Medium, High, Urgent — colour-coded in the queue so critical issues are never missed.
Status Workflow
Open → In Progress → Waiting → Resolved → Closed — structured resolution path.
Auto-Transition on Response
First manager response automatically moves the ticket from Open to In Progress.
Threaded Responses
Full conversation thread per ticket — staff and managers can go back and forth.
Internal Notes
Admin-only notes on a ticket — visible to managers but not to the staff member who raised it.
Ticket Assignment
Assign tickets to specific team members — they get a notification and it appears in their queue.
Resolution Timestamp
When a ticket is resolved, the timestamp is recorded — enabling SLA measurement and reporting.
Ticket Search & Filter
Search by ticket number or subject, filter by priority, status, or category.
Argus AI Ticket Insights
Argus surfaces recurring issue patterns and slow-resolution tickets that need management attention.
How it works
From zero to running in minutes
Helpdesk is designed to be operational immediately — no long setup, no consultants, no migration headache.
Staff raises a ticket
Staff submit from the mobile app or web portal — category, priority, and description in one form.
Manager sees it in the queue
Ticket appears in the manager's helpdesk queue, prioritised by urgency and age.
Manager responds or assigns
First response auto-moves the ticket to In Progress. Manager can assign to a team member.
Resolution is logged
When the issue is resolved, the ticket is closed with a timestamp — full audit trail preserved.
Platform connections
How Helpdesk connects to the rest of Moatwave
Data flows automatically between modules — no exports, no syncing, no manual updates.
How we compare
Helpdesk vs the alternatives
See exactly what you get with Moatwave that you cannot get from point solutions or manual processes.
Plan availability
Which plan includes Helpdesk?
Helpdesk is available on the plans marked below. All plans include a 14-day free trial.
Start using Helpdesk today
Internal support tickets with priority queues, threaded responses, and SLA tracking built in.