Follow through on every request.
Anything that takes more than one reply gets a ticket, with a number, a due date and someone on it, linked to the conversations it came from.
Included on every plan, even the free one.
Nothing that needs doing gets forgotten.
01
Three kinds
Customers’ requests, your team’s own tasks and reminders, and trackers for a problem many customers share.
02
Customers kept posted
On Pro and up, they hear as it moves, on the channel they wrote on, in their own language.
03
Set up by Dot
Dot names each ticket, picks its type and priority, and opens one when it hands over something to follow through.
Open one in a click
From any conversation, or from one message in it. Dot fills in the rest.
- Dot names it, picks the type and sets the priority.
- It raises the priority only with the customer’s own words, and shows them.
- It spots a ticket that’s already open, so nothing is tracked twice.
A board your team works from
Every ticket by state, with who has it and when it’s due.
- Drag tickets across, or move them from the keyboard.
- Waiting on the customer pauses the due clock.
- Tasks and reminders for the team, with a nudge when they’re due.
Customers kept posted
They hear when it’s opened, when someone’s on it and when it’s resolved, where they wrote.
- In their own language.
- On WhatsApp after 24 hours, as an approved Utility template.
- Switched on for each type, on Pro and up.
One problem, many customers
A tracker gathers everyone hit by the same problem, so you fix it once and tell them all.
- Dot spots the tracker a new conversation belongs to.
- On Pro and up, each customer is told it’s known, then that it’s fixed.
- Merge a duplicate into the ticket that carries on.
Dot opens them too
When Dot hands over something to follow through, it opens a ticket saying what your team has to do.
- A refund to approve, a fault to look into, a change it couldn’t make.
- Nothing for a question a reply settles.
- On by default, with one switch to turn it off.
See how you’re doing
The Tickets report shows what came in, what got done and what’s late.
- Time to resolve, and the share resolved on time.
- By day, by type and by who has them.
- On Pro and up, with a sample to look at on Free.
Your first ticket in a minute.
01
Check your types
Request, Task and Tracker are ready. On Pro and up, add your own, with target times that set the due date.02
Open one from a conversation
Ticket in the conversation’s header, or T. Dot names it and picks its type and priority.03
Work them from the board
Move each one on as it gets done. Whoever has it hears when it’s due.
Common questions
What teams ask before they start using tickets. If yours isn’t here, the free plan is the quickest way to find out.
01Are tickets free?
Yes. Every plan has all three kinds: customers’ requests, your team’s tasks and trackers. From Pro, add your own types with target times, tell customers as their ticket moves, and see the Tickets report.
02How is a ticket different from a conversation?
A conversation is everything a customer has said; a ticket is one thing your team has to do. One WhatsApp chat can hold several requests over months, and one request can span a customer’s email and their chat.
03What happens on WhatsApp after 24 hours?
WhatsApp then allows only approved templates, so ChannelDesk submits Utility templates for ticket updates on your number and sends each update as one. Meta charges your card for each, at its own prices; without a card in WhatsApp Manager, the update isn’t sent and the ticket says why.
04Does Dot open tickets on its own?
Only when it hands a conversation over and something needs following through, like a refund to approve. Never for a question a reply settles. It’s on by default, with a switch on Dot’s Hand over page.
05Who hears about a ticket?
Whoever has it, in the app and by email when they’re away: when it’s given to them, when it’s nearly due or due, and when the customer answers. When nobody has it, the owners hear.
06Can workflows and other tools use tickets?
Yes. Workflows can start when a ticket is opened or moves, and can open a ticket, move it or give it to someone. Webhooks tell your own systems when one is opened, moves, is given to someone or merged.
07What if the same request comes in twice?
Dot points out a ticket that’s already open for it. If a duplicate slips through, merge it into the other: its conversations move over, and the one that carries on keeps the more pressing priority.
Start following through today
Tickets are on the free plan. No credit card needed, and your first one is a click from any conversation.