Tickets & callbacks
Nothing promised gets forgotten
Some problems need more than one chat. Open a ticket, or let the customer book a call, and Custoz keeps everyone — your team and the customer — in step until it's done.
Ticket #1043 · Tom Becker
Sync stops after the 4.2 update
Opened from chat by Karan
Comment for the customer
“We've found the cause, fix coming today”
Internal note
Only the team can see this
Status card posted in Tom's chat
Tom's chat
Ticket #1043 opened
We're looking into it
Ticket #1043 in progress
Our team is on it
Ticket #1043 closed
How did we do? Rate us
Tickets
Numbered, tracked, and visible in the chat
Every ticket gets a clear sequential number. When a ticket opens from a chat, the customer gets a message and a ticket card right in WhatsApp. Each status change after that adds an updated card, so they always know where things stand.
- Agents see their own tickets; admins see them all
- Every change and comment kept in the ticket's history
- Closed tickets can be reopened when the customer comes back
Callbacks · today
Arjun Rao
15:30–16:00 IST
Divya Menon
16:00–16:30 IST
Paul Mathew
Called · 14:00
Callbacks
Let customers book a call in WhatsApp
When a call is easier than typing, customers pick a slot in a WhatsApp form. Slots come from your business hours, and the confirmation shows the time in your time zone. When it's due, Custoz gives the call to an agent with the right skills — one call at a time per person.
- Slots built from your opening hours, closed days skipped
- Confirmation with the date, time and time zone
- Mark a call done — with a few seconds to undo
Close the loop properly
Ratings that land on the ticket
When a ticket closes, the customer can rate it. The score goes to that ticket, not just the last chat.
A customer portal
Switch on the portal and customers can follow their tickets and reply, signing in by sending a code on WhatsApp.
Told when you reply
When the team replies to a customer on a ticket, Custoz can let them know on WhatsApp with a link to the ticket.
Automatic, if you like
Automations can open a ticket from a chat, and send your chosen messages when tickets open or close.
Questions, answered
No. Only comments you mark as a reply to the customer appear on the portal. Internal notes stay with your team.
Related
Your customers are already messaging you. Answer them well.
Bring your WhatsApp number, your team and your FAQs. Custoz does the rest.
No credit card needed.