One queue for every customer question.
WhatsApp, calls, web chat and email all become tickets with a customer, a type, a severity and an owner. Tickets past their SLA are counted at the top of the queue, so you see them while there is still time to act.
WhatsApp, a phone call, web chat and email each get a row with a customer, a type, a severity and a clock. The channel is a door, not a separate system with its own inbox.
The queue
Tickets grouped by status.
New, open, in progress and waiting, each with a count. Every ticket shows the channel it arrived on, the customer and their company, its type, a severity meter, its owner and the SLA. One control narrows the queue to just the tickets you own.
SLA breaches show on the ticket itself.
Every channel into one queue.
However a customer gets in touch, the ticket looks the same and goes to the same place.
- Take tickets from WhatsApp, phone calls, web chat and email
- Group the queue by status, with a count on each group
- See the customer and their company on every ticket
- Show only the tickets you own with one control
- Judge severity at a glance with a visual meter
Know what is breaching right now.
And when something is not known yet, the queue says so plainly instead of guessing.
- See how long a ticket has been breaching, on the ticket
- See a count of breaching tickets above the list
- See clearly when a ticket has no type yet, so nothing is mislabelled
- Attach an unknown customer to a customer you already have, with no duplicates
- Spot unowned tickets at a glance
Access
Who can do what.
Anyone on the team can work the queue. Deciding what counts as a breach, and which ticket types exist, is kept for admins, because those choices set the promises you make to customers.
Read the queue and every ticket in it.
Work your own tickets and reply on the channel they came from.
Assign owners, set types and severities, and reopen tickets.
Set SLA policies and define the ticket types.
Admin is the highest role and is not limited by the permission grid, so give it only to the few people who genuinely need it.
One question, start to finish
A question came in on WhatsApp, answered with the whole account in view.
The message became a ticket with an SLA. The customer matched a company Sales already knows, so the person replying could see the open invoice and the live project without going to look for either.
It became a ticket with a channel, a customer and an SLA, instead of a message stuck on someone's phone.