Help desk
Urgent within 30 minutes, normal within 8 working hours. Every request gets its deadline when opened, the timer turns yellow then red, and the alert arrives 15 minutes before a miss. Whoever writes outside hours knows right away when they'll get a reply.
Just type your number — Kauthar messages you on WhatsApp and sets up your account with you.
Read the user guide Try Kauthar now
Your Kauthar account is free — no time limit, no credit card. Then turn on the services you need.
The problem
Nobody is watching the requests open for three days, the deadline is counted over the weekend as if it were a working day, and the customer who wrote on Friday night thinks they've been ignored.
The solution with Kauthar
You set “First reply within” and “Resolve within” for each priority, and whether time counts during working hours only. The monitor flags the late ticket and alerts the owner or the whole team, and it appears in the “Past SLA” tab and on the dashboard.
What you gain
For each day one or two shifts or a day off, and time outside them doesn't count toward the deadline. Default: Saturday to Thursday, 9:00 AM to 5:00 PM.
15 minutes before: “The response deadline will be missed in 15 minutes” to the owner, or the team if unassigned; afterwards “First-reply deadline missed” or “Resolution deadline missed”, on the phone too.
Whoever opens a ticket or asks for a person outside hours sees “We received your message outside working hours and will reply from Saturday at 9:00 AM”, in their language, with the nearest real working time.
Working hours apply to your team and tickets; Kauthar answers conversations 24 hours a day.
Three steps
In “Helpdesk settings” → “Working hours”, set the working days and their shifts.
In “Response times”, set first reply and resolution per priority and choose “During working hours only”.
Follow the “Past SLA” tab and the alerts on your phone.
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
Urgent for a service outage: first reply within 30 minutes and resolution within 4 working hours; the monitor alerts the on-duty engineer 15 minutes before a miss.
Two shifts a day (morning and evening) with Friday off; a customer writing on Thursday night sees “We will reply from Saturday at 9:00 AM”.
A one-working-day resolution deadline for questions about results, and late tickets appear on the clinic manager's dashboard every morning.
FAQ
Time outside your working hours and on days off doesn't count toward the deadline; the hours are set in the “Working hours” tab in your business's time zone.
The agent responsible for the ticket; if it isn't assigned to anyone, the whole team, and on the phone if notifications are turned on.
No, in the current version the clock keeps running on tickets that are “Waiting for the customer” and “On hold”.
The text is fixed for now; only the reply time changes in it, and the customer sees it in their language (Arabic, English or French).
Urgent 30 minutes / 4 hours, high 2 hours / 8 hours, normal 8 hours / 1 day, low 1 day / 3 days. The number goes from 1 to 999, up to a maximum of 90 days.
Your Kauthar account is free — no time limit, no credit card. Then turn on the services you need.
Explore the dashboard with a ready demo account
No credit card Pay only for the services you use Live in minutes
