In today’s fast-paced world, customers expect quick and efficient service. Businesses need tools that simplify support processes while delivering exceptional experiences. One powerful solution is integrating a ticketing system with WhatsApp. Let’s dive into what a ticketing system is, how it works with WhatsApp, and the steps to get started.
What Is a Ticketing System?
A ticketing system is a software solution that helps businesses manage and track customer queries. Each query is assigned a unique “ticket” that ensures the issue is documented and followed through until resolution. It’s like having a digital paper trail for every customer interaction, enabling teams to stay organized and efficient. Creating tickets to resolve queries is much more efficient than using normal WhatsApp Chat.
In customer support, agents may encounter queries they cannot immediately resolve due to a lack of information or technical difficulties. These issues can get lost in chat conversations, making follow-ups challenging. This is where the ticketing system comes into play.
When a query requires more time, specialized knowledge, or intervention from another agent, you can create a ticket and assign it a status. The available statuses include:
Unassigned – Not yet assigned to an agent
Transferred – Moved to another agent or department
In Progress – Currently being worked on
Resolved – Successfully addressed and closed
All active tickets are displayed in a tickets dashboard, where you can view details such as ticket codes, headings, and statuses. This helps teams track and manage customer issues efficiently.
Once a customer's issue is resolved, the ticket status is updated to Resolved, automatically removing it from the active queue. Another benefit of this approach is that all the chats related to the ticket are stored at one place which makes it easier to resolve the query when the ticket is transferred to multiple agents at different steps for resolution. This structured approach ensures a smoother customer support experience and improves team efficiency.
Why Use WhatsApp for Ticketing?
WhatsApp’s popularity and ease of use make it a natural choice for handling customer support. Pairing it with a ticketing system provides several key benefits:
Centralized Customer Data: Consolidate all interactions and history in one accessible location.
Enhanced Customer Experience: Engage customers on a familiar platform, reducing friction and response times.
Scalable Support: Tickets can be categorized and prioritized based on urgency or complexity, helping agents focus on what matters most.
Seamless Communication: A complete history of the interaction is preserved, which is invaluable for follow-ups and audits.
Boosted Efficiency: Every ticket is assigned to a specific agent or team, ensuring ownership and timely resolution.
How Does Ticketing Work?
Here’s a step-by-step look at how WhatsApp integrates into a ticketing system:
Customers send a message on WhatsApp to raise a question or issue.
The system automatically creates a ticket with relevant details, such as the customer’s query, contact information, and conversation history.
Tickets are routed to the appropriate department or agent based on predefined criteria like query type or priority.
Agents access a dashboard showing the full conversation history, ticket details, and customer information.
The agent addresses the query, keeping the customer updated through WhatsApp.
Once resolved, the ticket is closed, and the customer can provide feedback to help improve services.
How to Get Started with WhatsApp Ticketing?
To set up WhatsApp as a ticketing solution, you’ll need:
WhatsApp Business API: Essential for integrating WhatsApp with your ticketing platform.
A Reliable Ticketing System: Choose software that supports WhatsApp, such as Zendesk or Freshdesk.
WhatsApp Ticketing Solution Providers
Business Service Providers that are currently giving you the functionality to integrate ticketing system on WhatsApp Business API are:
1. Heltar
Heltar comes at the first spot as it not only provides you a smart ticketing solution but also several other features like bots for further simplification of answering queries, custom integrations specific to your needs along with free blue tick (verified badge), single-click bulk messaging without getting banned and a team inbox accessible on mobile as well as web. You can book a free demo or start a free trial to explore further!
2. Deskpro
Deskpro offers a comprehensive WhatsApp ticketing integration that allows businesses to unify their help desk system with WhatsApp inquiries. Key features include conversion of WhatsApp messages into help desk tickets, centralized platform for agents to manage all customer interactions and automated routing of messages to appropriate teams. This integration ensures that support agents can monitor and respond to WhatsApp inquiries without leaving the Deskpro platform.
3. 360dialog
360dialog provides a good solution for integrating WhatsApp with various CRM and ticketing systems. Their services include: integration with CRM tools like Salesforce, HubSpot, and Pipedrive, creation of support tickets from WhatsApp messages, GDPR compliance to ensure data privacy and support for platforms such as Jira, Trello, Zoho Desk, Monday.com, and Freshdesk.
4. Ameyo
Ameyo's WhatsApp Customer Service Solution provides features like automatic creation of support tickets from WhatsApp messages with omnichannel ticketing and integration with existing customer service platforms.
5. Odoo WhatsApp Desk
Odoo offers a WhatsApp Helpdesk Customer Support Ticketing system that allows businesses to automatically create helpdesk tickets from WhatsApp messages, allocate tickets to executives, reply to customers via WhatsApp and archive communication history between the admin and customer into specific tickets. This integration is mobile-friendly and supports the creation of support tickets through email or WhatsApp numbers.
For more insights related to WhatsApp Marketing or WhatsApp Business API check out heltar.com/blogs.