What Auralis Helpdesk is

Auralis Helpdesk is a shared inbox for customer support. Messages arrive from the channels you connect, become tickets, and your team works them through to solved.

Around that core it adds the things a support team needs in order to keep a queue honest: assignment, teams, macros, SLA targets, saved views, a customer record with history, a knowledge base, a public help centre, and an audit trail of who changed what.

What you actually get

One inbox. Every ticket in one queue, tagged with the channel it came from, filterable by status, priority, assignee, channel and free text, and saveable as a named view you can share with your team.

A ticket that holds the whole story. Customer messages, your replies, internal notes, status changes, assignments, tag changes, merges, SLA breaches, CSAT requests and logged time are all on one timeline, each with who did it and when.

Channels. Email, plus a set of other adapters. Each channel states what it can do, and the product does not offer you a reply box on a channel that cannot deliver one. See Channels.

Automation that stays predictable. Macros apply a prepared reply and the tidying that goes with it, and can fire on their own against conditions you set. The selection rules are designed so a macro cannot loop.

Targets, not promises. SLA policies set first-response and resolution clocks per priority, flag a ticket that misses one, and notify whoever owns it.

Administration you can audit. Roles, invitations, API keys, sessions and workspace settings, with an audit log recording the changes.

AI in front of the queue, when you want it. An AI agent can answer first and hand off to a human when it cannot resolve something. A handed-off conversation arrives as an ordinary ticket, with the agent's brief attached.

Who it is for

Support teams that want their queue, their knowledge and their automation in one place, and want to be able to see exactly what the system did.

You do not have to adopt all of it. A workspace can use the helpdesk with no AI agents at all, or run AI on top of a helpdesk you already have.

What it does not do yet

Stated plainly, because finding out later is worse:

• Not every channel can reply. Some adapters receive only. The channels guide says which, and the product tells you on the channel card and on the ticket.
• The network allowlist is recorded, not enforced. See Security.
• Merging tickets is an API operation. There is no merge control on the ticket screen. See Merging, reopening and closing.
• MCP reaches five tools, not the whole product. See MCP.
• Some things are configured through the API rather than through a screen, and each guide says so where it applies.

Where to go next

New here? Quickstart takes you from first sign in to a solved ticket.

Want the vocabulary first? Core concepts.

Driving it from code? The API reference.

Driving it from Claude or another MCP client? MCP.