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SMART TICKETING

Turn every WhatsApp chat into a trackable ticket

WA Desk automatically converts each conversation into a support ticket, with an ID, status, priority, owner and SLA, so nothing gets lost and nothing gets forgotten.

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Rated 4.8 across our suite of business software
Support agent tracking WhatsApp tickets in WA Desk, with a ticket marked high priority and another resolved

Conversations get lost. Tickets don’t.

A chat thread has no status, no owner and no deadline. A ticket has all three.

Without ticketing

  • Requests live in chat threads with no status.
  • You forget which issues are still open.
  • Urgent and trivial requests look the same.
  • Nothing is measured, so nothing improves.

With WA Desk ticketing

  • Every chat becomes a ticket with a unique ID.
  • Clear statuses: Open → Pending → Resolved.
  • Priorities and SLAs flag what matters.
  • Full history and reporting on every ticket.
WHY IT WORKS

Built to keep every ticket on track

Auto-ticket creation

Every new conversation becomes a ticket, no manual triage.

Priorities & statuses

Flag urgent tickets and always know what’s open or resolved.

Smart routing

Auto-assign tickets to the right team or agent by rules.

Tags & categories

Label tickets, filter fast and spot recurring trends.

AUTO-TICKETING

Every conversation becomes a ticket, automatically

The moment a customer messages, WA Desk opens a ticket with its own ID, status and SLA. Your team starts from an organized queue instead of a noisy chat list.

  • A unique ticket ID for every conversation
  • Status set from the first message
  • Priority and SLA attached on creation
  • Zero manual triage to get started
#TKT-4821 Open
Priya Sharma
My order hasn’t arrived yet, can you check?
High Delivery SLA 04:00
ROUTING

Route every ticket to the right team

Rules-based routing sends each ticket to the right department or agent automatically, so customers reach the right expert without being bounced around.

  • Keyword-triggered department routing
  • Team and agent-level assignment rules
  • Round-robin and workload balancing
  • Fallback rules for unmatched tickets
If a message contains “refund”
Route to Billing team Arjun
HISTORY

A complete timeline for every ticket

Every message, note, assignment and status change lives in one timeline. Any agent can pick up where another left off, without asking the customer to repeat themselves.

  • Full message history on every ticket
  • Internal notes in the same timeline
  • Assignment and status change log
  • Searchable across all tickets
Ticket created
10:02 · auto from WhatsApp
Assigned to Arjun
10:03 · routing rule
Internal note added
10:05 · “refund approved”
Resolved
10:11 · SLA met
SEE IT IN ACTION

Your whole ticket queue, at a glance

Statuses, priorities, owners and SLA timers, everything your team needs to resolve faster, in one view.

WA Desk ticket queue showing tickets with IDs, statuses, priorities and SLA timers
See it live in a demo
HOW IT WORKS

From message to resolved in three steps

1. Connect your number

Link your WhatsApp Business number, no new SIMs or phones.

2. Chats become tickets

Every conversation is auto-converted, routed and prioritized.

3. Track to resolution

Move tickets through statuses and close them within SLA.

WHO IT'S FOR

Ticketing that fits your industry

However your team handles requests, tickets keep every one accountable.

E-Commerce & D2C

Order, return and delivery issues tracked to resolution.

Travel & Hospitality

Booking changes and urgent requests, never dropped.

Education & Coaching

Admissions and student queries with clear ownership.

Healthcare & Clinics

Appointment and follow-up requests, tracked safely.

Finance & NBFC

Service requests with auditable, compliant trails.

Real Estate

Site visits and buyer queries followed up on time.
500+
Businesses
50,000+
Tickets resolved
98%
WhatsApp open rate
4.8
Across our suite
FAQ

Ticketing questions

What teams ask before moving WhatsApp support to ticket-based workflows.

Ask us in a demo

It’s a way of turning each WhatsApp conversation into a structured support ticket, with a unique ID, status, priority and owner, so requests are tracked to resolution instead of getting lost in a chat list.

Yes. Every new conversation becomes a ticket automatically, so there’s no manual triage. You can also create or merge tickets manually when needed.

Yes. Tickets can carry priorities and SLA timers, so urgent issues are flagged and your team always knows what needs attention first.

Rules-based routing assigns tickets by keyword, team, round-robin or workload, with fallback rules for anything unmatched. You can also reassign manually at any time.

Yes. Add custom tags by issue type, product or segment, filter your queue by tag, and run reports to spot recurring problems early.

Yes. Every message, note, assignment and status change is stored in one timeline, searchable across all tickets, so any agent can pick up the context instantly.

Explore more: Team inbox · SLA management · Pricing

Never lose track of a customer issue again

See WA Desk Smart Ticketing live, and we’ll help you get set up on your own number.

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