Introduction
What is Auxilium?
Auxilium is an omni-channel support platform that brings every customer conversation – email, web, Slack, Microsoft Teams, WhatsApp, Telegram, and Apple Messages – into a single workspace. Your team handles everything from one interface, with SLA tracking, role-based access, and an AI assistant that helps agents work faster.
What you will see
When you log in, Auxilium is organized around a handful of key screens:
| Screen | What it does |
|---|---|
| Dashboard | Your operational command center. See open ticket counts, average response times, SLA compliance, unassigned tickets, and channel activity at a glance. |
| Tickets | Browse, create, and manage every support request. Filter by status, priority, assignee, or project. Click any ticket to see its full detail view with activity timeline. |
| Conversations Inbox | A unified inbox for all message threads. See every conversation across channels in one list, click to read the thread, and reply directly from the composer. |
| Channels | Configure how customers reach you. Set up email (with IMAP/SMTP), web widgets, Slack, Teams, and more – each connected to a project. |
| Customers | View and manage the people you support. Add customers manually or let them register through the Customer Portal. |
| Customer Portal | A white-labeled self-service portal where your customers log in, submit tickets, and track status without contacting an agent directly. |
| Projects | Organize support by product line. Each project gets its own channels, tickets, tags, and SLA policies. |
| Agents | Manage your support team. Add team members, assign roles (Admin, Manager, Agent), and organize people into departments. |
Key capabilities
| Capability | Description |
|---|---|
| Ticket management | Full lifecycle tracking from open to closed, with priority levels, tags, assignments, and an immutable audit log for every change. |
| Multi-channel support | Connect multiple channel types per project. Customers reach you wherever they are; agents reply from one inbox. |
| Customer portal | White-labeled self-service portal where customers log in, submit tickets, and track status on their own. |
| SLA policies | Define first-response and resolution targets per priority level. Auxilium tracks deadlines automatically and flags breaches. |
| Team management | Organize agents into departments with three role levels (Admin, Manager, Agent). Assign tickets to individuals or teams. |
| Dashboard analytics | Real-time operational view of ticket volume, SLA compliance, agent workload, and channel activity. |
| Project isolation | Segment support by product line. Each project gets its own channels, tickets, tags, and SLA policies while sharing agents and customers across the organization. |
How Auxilium is organized
Auxilium uses three layers to keep your data organized and secure:
Tenants are the top-level boundary. Each tenant is a separate organization with complete data isolation. There is no way for one organization’s data to appear in another.
Projects live inside a tenant and represent distinct product lines or applications. Channels, tickets, tags, and SLA policies are all scoped to a project. Agents and customers are shared across projects within the same tenant.
Roles control what agents can do. Admins manage the full workspace, Managers oversee teams and workflows, and Agents handle day-to-day support.
Tenant (Acme Corp)
|
+-- Project: CloudStore
| +-- Channels: Email, Web, Slack
| +-- Tickets, Tags, SLA Policies
|
+-- Project: MobileApp
| +-- Channels: Email, WhatsApp, Apple Messages
| +-- Tickets, Tags, SLA Policies
|
+-- Agents (shared across projects)
+-- Customers (shared across projects)
+-- Departments
Next steps
- Core Concepts – understand the key building blocks before you start.
- Quickstart – set up your first project, channel, and ticket in under 10 minutes.