Core Concepts

Core Concepts

Auxilium organizes support operations around a small set of building blocks. Understanding how they relate will help you configure your workspace and get your team up and running quickly.

Tenants

A tenant is your organization. It is the top-level boundary – everything in Auxilium belongs to exactly one tenant, and data is completely isolated between tenants.

When you first log in, you are already inside your tenant. All the projects, agents, customers, and tickets you see belong to your organization alone.

Projects

A project groups support activity for a specific product or application. You will find projects listed on the Projects page, where you can create new ones or manage existing ones.

Channels, tickets, tags, and SLA policies are all scoped to a project. This means each product line gets its own independent support configuration.

Agents and customers are not project-scoped – they are shared across all projects in your organization. A single agent can handle tickets for multiple products, and a single customer can have tickets in different projects.

Tenant
  +-- Project A   (channels, tickets, tags, SLAs)
  +-- Project B   (channels, tickets, tags, SLAs)
  +-- Agents      (shared)
  +-- Customers   (shared)

Agents

An agent is a support team member who logs into Auxilium to handle tickets. You manage agents from the Agents page, where you can invite new team members, assign roles, and organize people into departments.

Each agent has one of three roles:

Customers

A customer is an end user who submits support requests. You can view and manage customers on the Customers page.

Auxilium supports three ways for customers to authenticate:

Tickets

A ticket is the core unit of support. It represents a customer’s request or issue and tracks its full lifecycle. You will find all tickets on the Tickets page, where you can filter, sort, and create new ones. Clicking a ticket row opens its detail view, which shows the full description, activity timeline, assignments, and linked conversations.

Lifecycle

Every ticket moves through a defined set of statuses. You change a ticket’s status from its detail view using the Status dropdown in the sidebar.

Open --> In Progress --> Waiting on Customer --> Resolved --> Closed

Priority

You set a ticket’s priority when creating it, and can change it later from the detail view using the Priority dropdown.

Assignments

From a ticket’s detail view, use the "+" button in the sidebar to assign the ticket to an agent or department. A ticket can have multiple assignments, so you can involve several team members when needed.

Activity timeline

Every change to a ticket – status updates, priority changes, assignments, messages – is recorded in the activity timeline on the detail view. This gives you a complete, immutable audit log of everything that happened.

Channels

A channel is a configured communication medium through which customers reach your support team. You manage channels on the Channels page, where you can add new ones and configure their settings.

Each channel belongs to a project. Supported channel types include:

For email channels, Auxilium provides full IMAP and SMTP configuration with a Test Connection button so you can verify your mail server settings before saving.

Conversations

A conversation is a message thread within a ticket, tied to a specific channel. You interact with conversations through the Conversations Inbox – a unified view where every active thread appears in a list on the left. Click a conversation to read the full message history and reply using the composer at the bottom.

A single ticket can have multiple conversations. For example, a customer might start with an email, then follow up via live chat – each thread is a separate conversation under the same ticket.

Messages

Each conversation contains messages. Messages are labeled by who sent them:

SLA Policies

An SLA policy defines the expected response and resolution times for tickets at a given priority level. SLA policies are project-scoped – each project can have its own targets.

When a ticket is created, Auxilium automatically matches its priority to an active SLA policy in the same project and computes deadline timestamps. If an agent does not respond or resolve the ticket before the deadline, the ticket is flagged as SLA breached.

You can monitor SLA performance from the Dashboard, which shows an SLA Compliance metric and an SLA At Risk panel highlighting tickets approaching their deadlines.

How it all fits together

Tenant
  +-- Agents (with roles)
  +-- Customers
  +-- Departments
  +-- Project
        +-- Channels (Email, Web, Slack, ...)
        +-- SLA Policies (per priority)
        +-- Tags
        +-- Tickets
              +-- Assignments (agent/department)
              +-- Events (audit log)
              +-- Conversations (per channel)
                    +-- Messages

A customer contacts support through a channel. This creates a ticket in the associated project with a conversation attached. The ticket is prioritized and matched to an SLA policy. An agent is assigned, responds through the conversation in the Inbox, and moves the ticket through its lifecycle until it is resolved and closed. Every change is recorded in the ticket’s activity timeline.