There is no need for you to create any support tickets manually. The tickets are automatically created when your customer requests support. Whether a user contacts you via email, fills out a contact form, or sends a message through WhatsApp, our system generates a ticket and adds it to your shared inbox. This keeps all support requests organized in one place.

Yes, you can track the states of each support ticket that is created. Each ticket has a live status, so you and your team can see if it’s open, in progress, waiting for the customer, or resolved. With this feature, you can follow up at the right time and prevent anything from slipping through the cracks.

The system uses smart ticket assignment to automatically route each ticket to the most suitable agent. You need to predefine it before using the right terms in the dashboard. You can set rules based on tags, departments, or keywords to make sure the right person handles each request.

Yes, you can. You can create and use pre-written replies (also called canned responses) for common questions using our writing assistant tool. This helps your team respond faster and keeps your communication consistent and professional across all support interactions.

Our system allows you to display helpful articles directly in the chat window. When customers ask a question, our system can suggest related knowledge base articles, giving them quick answers without needing to wait for an agent.

Yes. After a query is resolved or a ticket is closed, customers can leave a satisfaction rating and short feedback. This real-time input helps you understand what’s working and where you can improve your support process.

Yes. You can tag tickets based on topics, urgency, departments, or customer type from your dashboard. Categories and tags make it easier to sort, search, and assign tickets, keeping your support flow smooth and efficient.

The built-in AI assistant can instantly answer frequently asked questions using your knowledge base. It replies immediately, 24/7, and tries to resolve the issue. It only sends the ticket to a human agent if the question isn’t covered. This cuts down wait times and frees up your team to handle more complex issues.

Yes. You can monitor both response time (how fast someone replies) and resolution time (how long it takes to fully solve the issue). These metrics are shown in the dashboard so you can keep track of your team's performance.

Our system automatically merges repeated messages from the same person into a single ticket. In case the issue is raised on multiple platforms by the same user, you can generate an alert that the ticket is already raised and that the team is working on it.

Yes, you can. You can view how many tickets each agent has handled, their average response and resolution times, and customer satisfaction ratings. This helps you understand individual performance and coach your team better.

When you are setting up or updating your customer support system, you can add the blogs, articles, and all resource materials to the dashboard. The knowledge base isn’t updated automatically, but your team can easily add new answers or improve articles based on recent support cases. It’s simple to keep your help content fresh, accurate, and helpful.

Use features like automatic assignment, tags, and AI replies to speed up handling. /keep a set of pre-written responses ready to save time. Customers also help themselves with the knowledge base, reducing ticket volume.

You can assign roles and permissions to each team member. For example, some can only view and reply to tickets, while others can manage tags, edit settings, or access reports. This keeps your system organized and secure.

Yes. Any message from WhatsApp or feedback tools can trigger a new ticket automatically. You need to integrate your WhatsApp with our system’s dashboard. You’ll never miss a user message, no matter where it comes from.

If the AI can’t help, it forwards the message to a human agent right away. In case the human agent is unavailable at that moment, you can trigger an automated response that assures the customer that a ticket has been created and that your team will look into resolving it at the earliest.

You’ll see customer ratings and comments after each interaction. If someone leaves a low score or negative comment, you can tag that ticket for follow-up. This helps you turn bad experiences into better ones.

Feedback is collected right after each support session using our system. You can review all feedback in one place and spot patterns or issues. Use these insights to train your team and improve how you support users.