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.
Customer service and CRM visibility in one workspace.
Anonymized WA CS/CRM preview showing ticket volume, discussion tracking, service breakdown, priority distribution, and ticket status analytics.
Accelerate Every
Customer Response.
Gain full visibility, improve response time, and deliver exceptional service across WhatsApp with WA CS.