Deskwoot
Teste grátis

When something breaks, tell everyone at once

An outage or a bug brings dozens of customers to you at the same time. With a tracker you answer once, and every affected customer gets your update in the chat they wrote in.

Compare plansStart free trial

The same question from every direction

When checkout breaks or the login fails, customers write in on every channel at once. Your team copies the same answer into chat after chat, loses track of who already heard back, and has to do it all again once the problem is fixed.

The same answer, over and over

Everyone on the team types the same reply by hand, and the queue grows while the real work waits.

Spread across channels

Some customers use live chat, others email or WhatsApp. Nobody sees all of them in one place.

Nobody knows who heard back

Once the fix is live, someone has to find every affected customer again, and somebody always gets missed.

One tracker. Every customer informed.

A tracker holds one problem that many customers have. You link their chats and tickets to it, and one update reaches each of them in their own channel.

Example of a tracker for a checkout problem: 3 customers write in by live chat, email and WhatsApp, and their chats are linked to the tracker. The agent writes the update once and sends it with both resolve options ticked: it arrives in all 3 chats at the same moment, and then the chats and the tracker are resolved.

1. Create one tracker

Name the problem once, for example "Payment fails at checkout". Like any ticket, the tracker has an owner and a priority.

2. Link the affected chats and tickets

Link a chat from its details, or select several in the list and link them in one go. The tracker lists every affected customer.

3. Send one update, resolve it all

Write the update once. Each customer gets it in the chat they started, by live chat, email, WhatsApp or any other channel. Then resolve the linked chats and the tracker together.

Made for the day something breaks

Trackers work inside the inbox you already use. No chat changes hands, and nobody gets the same update twice.

Every chat stays where it is

The update goes into each customer's own conversation. Who looks after the chat does not change.

You see who it reached

After you send, the tracker shows how each delivery went. If a channel does not take the message, for example WhatsApp when the customer last wrote more than 24 hours ago, you see who it did not reach.

Surveys wait for the fix

A chat linked to an open tracker sends its satisfaction survey only once the tracker is resolved, so the customer reads your update first.

Trackers are part of tickets on the Enterprise plan.See pricingThe whole ticket system

Questions about trackers

As respostas curtas estão aqui. Para qualquer outra coisa, pergunte ao Fynn abaixo.

How is a tracker different from a ticket?

A ticket is the work behind one customer's chat. A tracker holds one problem that many customers have, like an outage or a bug, and has no customer of its own. You link the affected chats and tickets to it, and its updates go to all of their customers.

Which plan do I need?

Trackers are part of tickets on Enterprise, $12 per agent per month or $9.60 billed yearly. An admin switches tickets on or off under Settings > Tickets. New workspaces get 7 days of Enterprise for free.

Do customers see the tracker?

No. The tracker stays inside your team. A customer only sees your update, as a message in the chat they started.

What if an update does not reach someone?

Affected customers shows how each delivery went. If a channel refuses the message, for example WhatsApp more than 24 hours after the customer last wrote, you see who it did not reach. Send again, and only those who did not get it receive it. Nobody gets it twice.

How many customers can one tracker reach?

One update reaches up to 500 customers. A chat and the tickets made from it count as one customer, so nobody gets the update twice.

Answer once, reach everyone

Compare plansStart free trial

Demo interativa do Deskwoot