Woosool Aoun · Help desk
Answer your customers from one place, by e-mail, web form and chat.
Woosool Aoun is a help desk for your own customers. Every message becomes a ticket your team can assign, answer and follow, with deadlines, automatic rules and a help centre your customers can search on their own.
Overview
What you can do
- 01
One inbox for every channel
Forwarded e-mail, the web form, the website widget and the customer portal all land in the same list of tickets.
- 02
Teamwork on every ticket
Assign to a person or a team, write internal notes, mention a colleague, and see who is viewing or replying right now.
- 03
Response targets you can keep
Set first reply, next reply and resolution targets per priority, counted in calendar time or your business hours, with holidays.
- 04
Rules that do the routine work
Triggers act at once on new and updated tickets, automations act on tickets that have waited too long, and macros fill in common answers.
- 05
A help centre for your customers
Publish articles in English, Arabic and French, and suggest them while customers type, so many questions answer themselves.
- 06
Reports that show what matters
Volume, first reply and resolution times, targets met and customer satisfaction, per agent and per team, over any period.
Also included
- Customers and companies, with notes and full ticket history
- Custom ticket fields, required when solving if you want
- Saved views with live counts
- Bulk edit, merge and spam handling
- A short satisfaction survey after each solved ticket
- A website widget you add with one line
- An API with tokens for your own systems
- Arabic, French and English, right to left for Arabic
- Light and dark themes, on computers and phones
Security
Security and privacy
- Each help desk stays separate
Tickets, customers and files of one help desk can never be reached from another.
- Customers see only their own requests
They sign in with a code sent by e-mail and never see internal notes or other customers.
- Files are checked first
Every attachment is scanned for viruses before it is stored, and risky file types are refused.
Planned
Not available yet. These are on the roadmap, and we will say so here when they ship.
- Sending from your own e-mail address
- Live chat with typing indicators
Woosool Aoun
Questions and answers
Do my customers need a Woosool account?
No. They write by e-mail, the form or the widget, and sign in to the portal with a code sent to their address.
Can I keep my support address?
Yes. Forward it to the address Aoun gives you, and customers keep writing to the address they know.
What happens when a customer replies to a closed ticket?
A follow-up ticket is created and linked to the old one, so nothing is lost.
Does it work in Arabic?
Yes. The agent app, the portal, the widget and the e-mails all work in Arabic, right to left.
One account. Every app. Your data.
Create a Woosool account and start with Barid, Yoom, Khazna and the rest of the suite.