Module · Helpdesk & Support

Tickets with
full context.

Every ticket opens with the customer's deal history, invoice status, active projects, and prior tickets in the sidebar. Your agents never ask "remind me what you bought from us?" — they can see it.

Replaces Zendesk Freshdesk Intercom Help Scout Crisp Tidio
Start free — no card required Try live demo →
$0
Per agent · ever
11m
Median first-response · ref
12
Helpdesk sub-modules
3+
Channels · email, chat, social
Mewayz helpdesk
What it does · The core

Support, with the customer record in view.

The helpdesk module is the same database your CRM, billing, and projects already use. Agents see everything, with one click — no "I'll need to look that up and email you back."

Feature 01 · Shared inbox

One inbox. All channels.

Email, chat, social DMs (Instagram, Facebook), web form, in-app — all into one inbox, with the right ticket numbering, ownership, and SLAs.

  • Email + chat + social + portal
  • Round-robin / skill-based routing
  • Owner + watcher + collaborator roles
  • Internal notes vs customer-visible
Helpdesk inbox
Feature 02 · SLAs & routing

SLAs that
actually work.

Per-tier, per-channel, per-issue-type SLAs. First-response, resolution, and follow-up clocks — visible to the agent, escalated automatically if they slip. Tier-aware: VIP customers get 1-hour SLAs without anyone tagging the ticket.

  • Per-tier SLA definitions
  • Business hours / 24x7 modes
  • Auto-escalation on breach risk
  • SLA dashboards per agent + team
Tickets list
Feature 03 · Knowledge base

One KB.
Internal + public.

The same article powers your public help site, your in-app contextual help, and your internal agent macros. Edit once. AI suggests relevant articles to both the customer and the agent.

  • Public help site (your domain)
  • Internal-only articles
  • AI search + suggestion
  • Versioning + scheduled publish
Knowledge articles
Feature 04 · CSAT & feedback

CSAT that
tells you why.

Post-ticket surveys with NPS, CSAT, and free-text questions. Per-agent dashboards. Templates you can configure per channel and issue type — so a customer-portal ticket gets a different ask than an in-store interaction.

  • Configurable post-ticket surveys
  • NPS + CSAT + open response
  • Per-agent satisfaction trends
  • Tag low-CSAT for follow-up
Feedback templates
Inside Helpdesk · 12 views

Every support view, in one place.

Tickets & queues

01
Helpdesk inbox
Shared inbox with owners + SLAs.
02
Tickets list
All tickets, by status / client / agent.
03
Support dashboard
Queues, SLAs, agent load.
04
Admin tickets
Platform-level customer support.
05
Reminders
Time-based follow-up nudges.
06
Custom alerts
Trigger-based alerts.

Channels & chat

07
Internal messenger
Team chat + channels.
08
Instagram chat
DMs in the support inbox.
09
Facebook chat
FB Messenger / Page DMs.
10
Video hub
Recordings attached to tickets.

Knowledge & feedback

11
Knowledge articles
Public + internal KB.
12
Feedback history
CSAT & NPS per ticket.
13
Feedback templates
Configurable surveys.
From new ticket to closed loop

Every ticket arrives with the customer's whole history in the sidebar.

Step 01
Ticket in
Email, chat, IG/FB DM, web — all in one inbox.
Step 02
Context loads
Deals, invoices, projects, prior tickets — sidebar.
Step 03
Resolve
Reply, escalate, or convert to bug / feature request.
Step 04
CSAT closes loop
Survey sent, score logged against agent + product.
Connects to · Other modules

Helpdesk + the rest.

Pairs with · 01
CRM.
Tickets show full deal history. Low CSAT flags health-score risk back to the CSM.
Open module →
Pairs with · 02
Accounting.
Agent sees invoice status. Refunds and credit notes issue without leaving the ticket.
Open module →
Pairs with · 03
Projects.
Tickets convert to bugs / feature requests, flow into the engineering backlog.
Open module →
See also · Comparisons & industries

Where this module shines.

Compare · 01
vs Zendesk.
A help desk that knows the customer.
See comparison →
Industry · 02
Field service.
Tickets next to the job and the invoice.
Explore industry →
Industry · 03
Professional services.
Support on the same record as the engagement.
Explore industry →
Inside Support & Helpdesk · 3 modules

Every module, its own page.

Each module in Support & Helpdesk is a full page of its own — open any one to see what it does and the exact tool it replaces.

Helpdesk & tickets
Zendesk · Freshdesk →
Live chat
Intercom · Crisp →
Knowledge base
Help Scout Docs →

Support.
In context.

Unlimited agents, unlimited tickets. No per-agent fee, no “premium channel” tier for social DMs.

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