Support desk & tickets

A conversation never ends; an issue does. The support desk turns each issue into a ticket with an owner, a priority and a reply deadline, so nothing is lost when a shift changes or somebody goes on leave.

💡 The Support Desk is a paid add-on, switched on per workspace and billed on top of your plan. The shared inbox and live chat are included in every plan — see Live chat inbox.

When you need it

Below roughly thirty conversations a day, a shared inbox is genuinely better: it is faster and everyone sees everything. Above that it starts failing quietly — two people answer the same customer, a message that needed the warehouse is read and forgotten, and nobody can say how long customers waited last week.

The signal to switch is not volume but coordination: if your team asks each other "are you on this one?" several times a day, the inbox has already stopped working.

Tickets open by themselves

Once the add-on is on, a ticket opens the first time a customer writes in on any channel — WhatsApp, Instagram, Messenger, website chat, SMS, Telegram or a connected email mailbox. Nobody has to remember to create one.

  • A number, a priority (low, normal, high, urgent) and an owner.
  • Internal notes your customer never sees.
  • Full history of every change, so "what happened on Tuesday" has an answer.
  • A reply within seven days of resolution reopens the same ticket rather than starting a new one, which is what makes the reopen count mean something.

Routing and reply deadlines

Open Support Desk → Routing and SLA. Set your working hours and timezone first, then a first-response and resolution target for each priority.

Deadlines are counted in working minutes, not clock time. A message at 9 pm on Saturday starts its clock when you next open, so a two-hour target means two hours of your actual working day — a promise you can keep.

💡 Start with targets you already meet and tighten them later. A deadline that is missed daily teaches everyone to ignore the alert, which leaves you worse off than having none.

When a target is missed, the owner and any email addresses you list are told, and the ticket can be handed to somebody else automatically. Routing can be off, to whoever currently has the fewest open tickets, or always to one named person.

Satisfaction ratings

Under Satisfaction, switch on the survey and set how long after resolution it goes out. The question is asked on the same channel the customer used, inside the same thread, so there is no link to open.

A reply of "4", "4/5", "four" or four stars all register. A reply that is clearly not a rating — "5 items are still missing" — reopens the ticket instead of being recorded as a five.

Tags

Name what a ticket is about, in the customer's terms: delivery delay, damaged item, refund. Six to ten tags is plenty. Case and spacing are tidied automatically, so "Billing", "billing" and "BILLING " stay one tag, and the box suggests what your workspace already uses.

The worklist shows a tag row with counts, and clicking one filters to those tickets. That monthly count is usually where the real finding is: one courier, one product line, one process.

Merging duplicates

The same person writing on WhatsApp and then emailing about one problem raises two tickets. Open the duplicate, choose Merge into and pick the ticket that should survive.

  • Notes and history move across; the tags of both are combined.
  • The duplicate is closed and pointed at the survivor — nothing is deleted, so the audit trail stays true.
  • Merged tickets are excluded from every report, so one issue is never counted twice.

Email as a channel

Connect the mailbox your customers already write to and their emails become tickets, with your replies going back out from that same address. Use an application-specific password rather than your main one.

Quoted history is stripped, attachments are kept, and auto-replies and bounces are ignored so an out-of-office never opens a ticket. A newly connected mailbox starts from today — years of archive are left where they are.

Shopify orders inside the ticket

If your store is connected under Integrations, the customer's recent orders appear beside the ticket: what they bought, whether it is paid, whether it has shipped, and the tracking link. Matched by email first, then by the last ten digits of the phone number.

The dashboard

First response time, resolution time, first-time fix, SLA adherence by priority, backlog, satisfaction, channel mix, a fourteen-day opened-against-resolved trend, and calls answered, missed and abandoned.

💡 Watch reopen rate above all of them. It is the only number that catches a team closing tickets quickly rather than resolving them, and almost nobody tracks it.

Frequently asked questions

Do customers know they are in a ticketing system?
No, unless you mention a ticket number. They keep chatting on WhatsApp exactly as before — everything the desk adds is on your side of the conversation.
Does the AI keep answering once the desk is on?
Yes. The bot handles what it can and the ticket records it; anything it hands over lands in your team's worklist. Most teams find the majority of tickets close without a human opening them.
What happens to tickets when someone leaves?
Reassign them in bulk from the worklist. Because ownership is recorded rather than remembered, nothing is lost when a person goes — which is the main practical reason to move off a shared inbox.
Can I turn the add-on off again?
Yes. Switching it off leaves your conversations exactly where they are, so trying it for a month is low risk. There is no migration and nothing to clean up first.
Is there an agent softphone or call queue?
No, and it is not planned. The AI answers calls and transfers to a human's phone. If you need a full contact centre with in-browser calling, this is not that.