Product Tickets & SLAs
When a message is really a job with a deadline.
Some messages are questions you answer and forget. Others are commitments with a date attached. Turn those into tickets with an owner, a due date and a clock running on them.
Why it exists
The difference between answered and resolved
A conversation can be perfectly well answered and still fail the customer, because the thing you promised in it never happened. That gap — between replying and delivering — is where most complaints actually come from.
Tickets close it by lifting the commitment out of the chat and giving it a status, an owner and a deadline, while keeping it linked to the message where the promise was made.
What you get
In the product today.
Raise one from any message
React with a flag or use the message menu. The ticket keeps a link back to the exact message it came from, so the context never gets separated from the task.
Priority, assignee and due date
Low through urgent, assigned to a person, with a date. The things you would otherwise track in your head or in a spreadsheet nobody updates.
An SLA clock that flags itself
Set the response and resolution targets that matter to you. Breaches are flagged rather than discovered later.
A board, not a list
Open, in progress and closed, filterable by assignee, label and priority. Familiar to anyone who has used a support desk or an issue tracker.
Metrics that come out of it
Resolution times, open counts per agent, SLA compliance — exportable when somebody asks you to justify headcount.
Automatic where it should be
Rules can raise a ticket on a keyword, an SLA breach or a mention, so the ones that matter do not depend on somebody remembering.
When you would use it
Situations this is for
- A delivery complaint that needs the warehouse to answer before you can reply.
- A refund waiting on finance approval.
- Anything where somebody said ‘I’ll get back to you’ out loud.
Questions
Tickets & SLAs — questions
Is this a full helpdesk?
It is a working ticket system built into the inbox rather than a separate product. If you already run Zendesk or Freshdesk for email, this is not trying to replace it — it exists so WhatsApp commitments stop living only in chat.
Which plan includes tickets?
Pro. Starter covers the shared inbox, assignment, notes, labels and search.
Can customers see the ticket?
No. Tickets, priorities and SLA state are entirely internal.
Stop running your best channel off a phone in a drawer.
Connect your first number in five minutes. Keep the number, keep the history, and finally see the whole thing.
No credit card required.