Helpdesk Ticketing System

The oChats.io Helpdesk Ticketing System bridges the gap between instant messaging and structured customer support. Instead of losing track of customer issues in a continuous chat stream, this module a

🚀 Key Benefits

• Zero Dropped Chats: Convert chaotic chat histories into clean, prioritized support tickets.

• Omnichannel Tracking: Whether a customer reaches out via WhatsApp, Telegram, LINE, or Email, their issue is centralized in one dashboard.

• Clear Accountability: Assign tickets to specific agents or teams to prevent overlapping responses or missed queries.

• SLA Management: Track response and resolution times to ensure your customer service standards are always met.

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🛠️ Core Features

1. Ticket Creation & Assignment

• Manual & Auto-Creation: Instantly turn any incoming message into a ticket with a single click, or set up workflows to auto-generate tickets based on specific keywords.

• Smart Routing: Route tickets automatically to the right department (e.g., Sales, Technical Support, Billing) based on the customer's inquiry.

2. Status Tracking & Lifecycle

Keep everyone on the same page with customizable ticket statuses:

• 🟢 Open: New issues awaiting agent review.

• 🟡 In Progress: Tickets currently being investigated or handled by an agent.

• 🔵 Pending: Awaiting further information or a response from the customer.

• ⚫ Resolved/Closed: The issue has been successfully handled.

3. Internal Collaboration (Internal Notes)

• Agents can leave internal notes within a ticket that are invisible to the customer.

• Use this to collaborate with technical teams, tag supervisors for approval, or document case history.

4. Ticket History & Context

• Every ticket maintains a complete audit log of who handled it, updates made, and when statuses were changed.

• Agents can view past resolved tickets from the same contact to get instant context on recurring issues.