From “my order hasn’t arrived” to a closed, documented case.
The complete support process, step by step — the same process whether the customer emails, uses the portal, or messages on WhatsApp.
The customer gets in touch
They submit the web form, reply to an email, open the chat widget or message you on WhatsApp. They do not need to know which department handles it — that is your job, not theirs.
A ticket is created automatically
The system creates a numbered ticket, attaches it to the existing customer record, applies the category and priority, and confirms receipt to the customer with the ticket number.
It is routed and assigned
Routing rules send the ticket to the right department and the right agent based on category, keywords, source or workload. An SLA clock starts against your business hours.
Staff work the case together
The agent replies from inside the ticket, adds private internal notes for colleagues, attaches files, and escalates to a senior member when the case needs it. Everything is recorded in the timeline.
The customer follows along
Replies reach the customer by email and appear in their portal. They can respond, add documents and see the current status without phoning anyone to ask.
The case is resolved and closed
The agent marks the ticket resolved, the customer can rate the service, and the ticket closes automatically after the grace period — or reopens instantly if they reply again.
Management sees the whole picture
Every ticket feeds the reports: volume by department, response and resolution times, SLA breaches, workload per agent and satisfaction trends over time.
See the process running on real data.
Open all three portals in the demo and follow one ticket end to end.
View live demo