Help desk
Sales, support, complaints and returns — departments with their agents, which the customer picks when opening a ticket, and every new ticket is assigned to the next agent in turn within its department with an instant alert. Duplicates are merged into one ticket.
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The problem
One agent drowning in tickets and another with nothing to do, a shipping complaint landing in sales, and the same customer writing from the chat and by email so two tickets are opened with two different agents.
The solution with Kauthar
Each department has a name, description, colour and agents, and can be paused without deleting it. “Round robin within the department” assigns each new ticket to the next agent in turn, or “Manually” lets agents pick up tickets themselves. “Merge” moves the duplicate's messages into the main ticket and closes it with a clear badge.
What you gain
The first time you open the settings you find Sales, Support, and Complaints & returns; add your own, and an active department is shown to the customer on the ticket form.
Round-robin within the department, and the agent gets a “Ticket #… was assigned to you” alert in the bell and on their phone. A department with no agents has its tickets spread across everyone.
All messages move to the main ticket and the duplicate is closed with a “Merged into ticket #…” badge, one at a time or in bulk for several tickets.
The agent opens a ticket themselves; Kauthar recognizes the customer by phone or email and shows their previous tickets, and records the channel (phone, WhatsApp, Facebook, visit) so it appears in the reports.
Three steps
In “Helpdesk settings” → “Departments”, add your departments and set each one's agents.
In “Routing & ratings”, choose “Round robin within the department” or “Manually”.
Merge duplicate tickets from the bulk-actions bar, and open a ticket for any request that arrives outside the system.
Step-by-step instructions with numbered screenshots in the user guide
Inside the product
Screenshots of a demo business; names and numbers are examples.
Real examples
A “Maintenance” department with three technicians in rotation, a “Billing” department with one agent, and the customer picks the department themselves when opening a ticket from the website.
The customer wrote about the same order from the chat and by email; the two tickets are merged into one and the customer sees every message in a single tracking portal.
A call from a unit owner becomes a ticket in the “Owner services” department with the “Phone” channel, so it isn't forgotten and shows in the channel reports.
FAQ
Yes, select them in every department you want them in.
No, assignment happens when the ticket is created only. The default setting is “Round robin” from day one.
There's no undo button; if you merged by mistake, write an internal note in the main ticket and continue from there.
Depending on the plan: up to 3 departments on Pro, unlimited on Business. Deleting a department doesn't affect its tickets, and it can be restored from the trash.
If you entered their email and support email is connected with acknowledgement turned on, they receive an email with the ticket number; in any case you can send the tracking link on WhatsApp.
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