WhatsApp
Customer Service &
Ticketing Platform
Capture. Route. Resolve. Monitor.
WA CS is a centralized platform to capture inbound WhatsApp messages, create and manage tickets, automate queueing and assignment, collaborate with internal teams, handle escalations, and monitor performance — all in one place.
Capture Chat
Inbound WhatsApp message received
Create Ticket
Auto ticket creation & details captured
Assign Agent
Auto assignment & queue management
Follow Up / Escalate
Collaborate and escalate when needed
Monitor & Resolve
Track performance until resolution
Powerful Features for Faster Customer Service
System Features
- •Agent performance dashboard
- •Agent status (Available, Break, Pray, Briefing, Toilet)
- •Profile settings (name, password)
- •WhatsApp Official API integration
- •Real-time notifications & alerts
Ticket Bucket Features
- •Search tickets by keyword, owner or category
- •Filter by status, category, assignee
- •Merge tickets with same issue
- •Reopen resolved / closed tickets
- •Activity history & comments log
Admin / Supervisor Features
- •Assign tickets & change owner
- •All-agent dashboard & metrics
- •Download reports (chat, ticket, performance)
- •Manage chatbot menu & auto reply
- •Create / edit / delete users
Safety Features
- •Login restricted to one device
- •One-time submission links
- •Client & internal escalation links
- •Idle-time popup for inactive users
Built for Real Support Operations
Customer Service Desk
- Handle inbound WhatsApp queries
- Provide quick & accurate answers
- Improve customer satisfaction
Helpdesk & Complaint Handling
- Log complaints as tickets
- Track progress with SLA timers
- Ensure timely resolution
Internal Service Coordination
- Escalate to internal teams
- Share updates & documents
- Keep all stakeholders informed
Escalation & Follow-up Management
- Escalate complex issues
- Follow up until closure
- Transparent communication
Ticket States
Open
Incoming or new ticket, needs follow-up
Pending
Waiting internal answer or execution
On Hold
Waiting answer or document from client
Resolved
Process completed, ticket closed
Role-Based Control
Agent
- Handle inbound chats
- Update ticket details & status
- Change personal availability status
Supervisor / Admin
- View all chats & tickets
- Assign owners & monitor team
- Export reports & analytics
- Edit auto replies & chatbot menu
Internal Team
- Receive escalated tickets
- Provide resolution or feedback
- Update ticket progress
Core Modules
Customer Inbox
Unified WhatsApp inbox for all incoming chats.
Ticket Management
Create, manage & track tickets efficiently.
Queue & SLA
Smart queueing with SLA monitoring.
Outbound Chat
Send proactive messages & notifications.
Reports & Analytics
Track performance with detailed insights.
Chatbot & Auto Reply
Automate greetings, menus & responses.
Accelerate Every
Customer Response.
Gain full visibility, improve response time, and deliver exceptional service across WhatsApp with WA CS.