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Ticket system for customer support

The work behind a chat, done by the right team

When a chat needs your billing team, a developer or the warehouse, turn it into a ticket for them. They work on it behind the scenes, and the customer gets every answer in the chat they started.

See how it worksTry it free for 7 days

Part of the Enterprise plan, $12 per agent a month. No credit card needed.

Example: Lea writes on WhatsApp that the app crashes when she uploads her invoice. Anna from Support creates ticket #1042 from the chat with every message picked, Copilot drafts the title and summary, and she gives it to the Tech team. Sam from Tech opens it, leaves an internal comment and answers from the ticket with Send and resolve ticket, which makes the ticket his. The answer reaches Lea in her WhatsApp chat, and she replies.

One chat. The right team on it.

Pick the messages the ticket is about, give it a title and choose the team or teammate. The ticket lands in their folder, and a card in the chat shows your team where it stands.

Example: a customer's email about order 5120. The agent opens Create ticket from the message about the double charge, adds the bank statement, lets Copilot draft the title and summary from those 2 messages, sets High priority, the Billing team and Ben, and creates ticket #1043. The card in the chat shows Billing › Ben, and the ticket appears under the customer's tickets.

Copilot drafts it for you. Draft with Copilot reads only the messages you picked and fills in the title and a short summary for your team. You can change both before you create the ticket. Each chat counts once a month as one of your AI conversations, and Enterprise includes 300 a month. You see the button when the AI assistant in conversations is on for you and your role may summarize conversations with Copilot.

Worked on as a team. Timed in working hours.

Whoever in the team has time takes the ticket. Comments and @mentions stay inside the team. Your own statuses can pause the SLA, and a policy can count only the team's working hours.

Example: ticket #1039 for the Warehouse team has nobody yet. Tom takes it with Assign to me and opens it. Its SLA policy counts only the team's working hours, not the night. Tom mentions Anna in an internal comment and sets the status Waiting on supplier, which pauses the SLA.

Statuses in your words

Up to 50, each under Open, Pending or Resolved. The ticket shows your name for it, like Waiting on supplier or Ready to ship.

Targets per priority

First response, next response and resolution for each priority, so Urgent can be stricter than High. A rule decides which tickets a policy covers, for example every ticket with High priority.

Working hours per team

Give each team its own week. With Only during business hours on in a policy, the clocks of the team's tickets count only those hours and skip nights and weekends. Without a team schedule, the policy's own schedule counts (for chats, the inbox's business hours come first).

Answer from the ticket. The customer reads it in their chat.

Pick Reply to customer, and your answer goes into the chat the ticket came from, on the same channel. With Send and wait the ticket waits, and when the customer answers it comes back to you as unread.

Example: Ben holds ticket #1043. He picks Reply to customer, writes that the second charge is refunded and sends it with Send and wait. The answer lands in the customer's email chat, and the ticket turns Pending. When she answers, the ticket is Open again and shows as unread in Ben's list.

Answer and close in one step. Send and resolve ticket sends your answer and resolves the ticket. Only the ticket: the chat stays as it is. If nobody held the ticket yet, your reply makes it yours.

Close the chat. Keep the record.

Resolve asks how the chat ends. Without a ticket only closes it. Keep as a resolved ticket closes it and keeps its messages on record as a resolved ticket. Create an open ticket for a team closes it for the customer and hands the open work to a team in the same step.

Example: the agent clicks Resolve on an email chat, picks Keep as a resolved ticket and resolves it, and it lands as resolved ticket #1044. Back in her list she opens a live chat, clicks Resolve, picks Create an open ticket for a team and Next, types the title and picks the Warehouse team, and ticket #1045 lands for Warehouse while the chat is resolved.

Every interaction on file. Switch on File every resolved interaction as a ticket for an inbox, and Deskwoot files every chat resolved there as a ticket, whether a person, a rule or inactivity resolved it.

A summary on every resolve. Switch on Summarize resolved conversations under Settings > Conversation Workflows, and Copilot sums up what the customer needed and what was done. The summary goes into the ticket filed for the chat, or into an internal note in the chat when no ticket is filed. It is off until you switch it on, and each chat counts once a month toward your AI conversations.

One outage. One update for everyone.

When many customers report the same problem, link their chats and tickets to one tracker. Write the update once, and each customer gets it in their own chat.

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.

Bugs go to Jira. The ticket comes back.

Raise a Jira issue from a ticket, or link one that exists. Two rule templates do the rest: when the developers move the issue to Done, the ticket goes back to whoever raised the issue, with a note to update the customer.

Example: an agent raises Jira issue TAB-311 from ticket #1051, a rule sets the ticket status, the developers move the issue to In Progress and then to Done, and a second rule hands the ticket back to the agent with a note to update the customer.

Issues under your own name

Agents raise issues with their own Atlassian login, so Jira shows who asked. Copilot can draft the bug report from the ticket, without the customer's contact details.

The status stays in sync

The issue's status shows on the ticket and in the list, and you find tickets by the issue key, like TAB-311.

Rules for tickets

Rules can set a ticket status or apply an SLA policy. Time rules act after hours or days, like when a ticket sat untouched for a day.

Works with Jira Cloud.

Your reports, in your order

Drag the blocks you need into place and save the board as your view. Each question starts with a plain answer from your numbers, and every number opens the conversations behind it.

Example: a reports board is arranged. The heatmap When customers write moves to the left, the block Backlog right now is added with Add a block, and Done saves the board as My reports.

Views for you and the team

Keep your own views. As an admin, share one with everyone or make it the view the workspace opens with.

When customers write

A week of new conversations by hour, with your business hours drawn in, so you see when people wait outside them.

Tickets and SLA in one place

Filter by team, priority, category or ticket status, compare with the period before and see how often you met your SLA targets.

Reports come with every paid plan from Startup. Ticket and SLA blocks need Enterprise.

Made for teams that hand work on

  • Categories

    Sort chats and tickets by category, and require one on every new ticket if you like.

  • One person per ticket

    Only the person who holds a ticket replies. A colleague who wants to answer takes it over first, so the customer never gets two answers.

  • The channel's rules still apply

    A reply from a ticket goes out like a reply in the chat, with WhatsApp's 24 hour window and your approved templates.

  • Merge and webhooks

    Merge two tickets about the same thing. Ticket created, updated, assigned and resolved reach your own systems as webhooks.

All of it in one plan

Tickets, trackers, SLA and Jira come with Enterprise: $12 per agent per month, or $9.60 when you pay yearly. Every new workspace starts with 7 days of Enterprise, no credit card needed.

Enterprise

$12per agent / month

$9.60 billed yearly

  • Tickets and trackers
  • Statuses and SLA policies
  • Jira Cloud
  • Ticket and SLA reports

Reports you arrange and automation rules start on Startup, $4 per agent a month.

Questions about tickets

The short answers are here. For anything else, ask Fynn below.

What is the difference between a chat and a ticket?

A chat is your conversation with the customer. A ticket is the work behind it that your team does internally. The customer never sees the ticket and gets every answer in their chat.

Which plan do I need?

Tickets, trackers, SLA policies and Jira are part of Enterprise, $12 per agent per month or $9.60 billed yearly. Reports and automation rules start on Startup. New workspaces get 7 days of Enterprise for free.

Does it change how we work today?

Your chats stay chats. A chat becomes a ticket only when your team makes one, or in an inbox set to file every resolved chat as a ticket. An admin switches tickets on or off under Settings > Tickets.

Which channels can a ticket come from?

From any chat: live chat, email, WhatsApp, Telegram, LINE, SMS, X and your own apps through the API. Your reply from the ticket goes back on that channel.

Do SLA clocks run at night and on weekends?

By default, yes: they count every hour. Switch on Only during business hours in a policy, and its clocks count only working hours: the team's schedule first, then for chats the inbox's business hours, then the policy's own schedule. Tickets skip the inbox step.

Which Jira works with Deskwoot?

Jira Cloud. An admin connects your site under Settings > Integrations. Each agent connects their Atlassian login once, so issues they raise carry their name.

What happens to our tickets if we leave Enterprise?

They stay. You can still read them, comment, reply to the customer and resolve them. Only new tickets stop.

Hand off the work, keep the customer

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