# WhatsApp Support & Ticketing > Turn every WhatsApp customer message into a tracked support ticket. Auto-categorise, assign to the right agent, and track every case until it's resolved. Source: https://dataikseer.com/whatsapp-support Meta Services & Software · WhatsApp Support & Ticket Management # Turn WhatsApp chaos into tracked tickets. Every customer message becomes a numbered ticket, routed to the right agent and tracked until it’s resolved. Your customers stay on WhatsApp. Your team works from one secure portal. [Chat with us on WhatsApp](https://wa.me/message/MCCD3YCRKQZ5H1) [See how it works](https://dataikseer.com/whatsapp-support#how) Built on Meta’s WhatsApp Cloud API · No app for customers · Role-based access ## WhatsApp is where your customers are. It’s also where requests get lost. #### Scattered chats Queries arrive in individual conversations with no central place to track them. #### One ticket queue Every request is logged with a ticket number, category and details. #### Missed messages When many customers write at once, messages get overlooked and forgotten. #### Nothing slips through Open tickets stay visible until someone resolves and closes them. #### “Who’s handling this?” Staff don’t know who is responsible for resolving a particular issue. #### Clear ownership Tickets are assigned by rules or an admin, and the agent is notified. #### Everyone sees everything Shared phones and inboxes expose every customer conversation to every staff member. #### Role-based access Agents see only the tickets their permissions allow. Admin access is separate. #### Managers in the dark No view of ticket volumes, pending cases, resolution times or workloads. #### Live visibility Reports on volume, status, workload and resolution in one place. #### No follow-up trail Without statuses and history, unresolved cases are hard to track. #### Full history Every message and ticket action is recorded for reference and reporting. ## From first message to closed ticket, in five steps. ### They message you on WhatsApp Customers use the app they already have. A guided workflow asks the right questions or shows options to identify the type of request. ### Every request gets a ticket number The system records the request, assigns a unique ticket number, and captures its category and relevant details. ### The right agent is notified Tickets are assigned by predefined rules or by an authorised administrator. The assigned agent gets an alert straight away. ### Agents reply from a secure portal Agents log in, see their assigned tickets and reply in a chat-like interface. The customer keeps chatting on WhatsApp. ### Close it, keep the history The agent records the outcome and closes the ticket. The full history is kept for reference and reporting. Hi, my bill looks wrong this month 10:02 1 · Billing2 · Technical issue3 · Something else 1 10:02 Got it. Please share your account number and we’ll open a ticket for you. **#TKT-2048** New Channel WhatsApp Category Billing Customer +92 3XX XXXXXXX Details Bill amount looks incorrect for this month Created Today, 10:03 if **category** == "Billing" → assign to **Billing team** HK**Hamza** Technical SA**Sana** Billing UM**Usman** Accounts **New ticket assigned** #TKT-2048 · Billing → Sana **#TKT-2048** Billing **#TKT-2041** Billing **#TKT-2045** Technical **#TKT-2046** Accounts #TKT-2048 In progress Hi, my bill looks wrong this month Hi! I’ve checked your account. A duplicate charge was added; I’ve raised the correction. Delivered on WhatsApp ✓✓ Hi! I’ve checked your account. A dup… ###### Ticket history · #TKT-2048 10:03Ticket created from WhatsApp 10:03Assigned to Sana (Billing rule) 10:11Agent replied via portal 10:24Outcome recorded: charge corrected 10:24Closed ## Everything your team needs to own every conversation. #### Unique ticket numbers Every request gets an ID, category, status and details. #### Agent portal A secure login, an assigned-ticket list, and a chat-like conversation view. Agents reply in the portal; customers receive it on WhatsApp. #### Role-based access control Agents only see tickets their permissions allow, with admin access managed separately. #### Instant notifications Alerts for newly assigned tickets and relevant ticket updates. #### Conversation history Records of every message and ticket action. #### Management reports Volume, status, workload and resolution reporting. #### Customer web portal Customers can raise tickets and check their status online. ## Start with the essentials. Add power as you grow. Every setup includes the core WhatsApp-to-ticket workflow. Add advanced capabilities, or have it customised for your business, as paid add-ons. ### Starter kit Ready-to-use from day one. - Standard ticket categories - Basic ticket status tracking - Predefined response templates - Simple assignment rules - Basic ticket reports ### Advanced add-ons Pick what fits your operation. Priced per client. - Routing by agent skills or workload - Priority & SLA management - Escalation rules - Customer satisfaction surveys - Self-service knowledge base - Customer portal with ticket history - Analytics & performance reports - Chatbot integration - Email & other channels - CRM integration #### Need it tailored to your team? We customise categories, workflows, routing and reports for each client. Customisation is a paid service, scoped and quoted for your business. [Ask for a quote](https://wa.me/message/MCCD3YCRKQZ5H1) ## Built for any team that gets a lot of WhatsApp messages. ## Questions, answered. ### Do my customers need to install anything? No. Customers keep messaging you on WhatsApp as they do today. Only your agents use the support portal. ### Does it use the official WhatsApp API? Yes. The system connects to WhatsApp through Meta’s Cloud API. ### Are there WhatsApp messaging charges? Meta’s WhatsApp messaging charges may apply depending on how and when you message customers. We’ll walk you through Meta’s rules, templates and costs during setup. ### Can agents see only their own tickets? Yes. Role-based access control lets agents see tickets according to their permissions, while administrative access is managed separately. ### How are tickets assigned? By predefined rules (for example by category) or by an authorised administrator. Skill- and workload-based routing is available as an add-on. ### Can customers raise tickets on a website too? Yes, as an optional customer web portal where customers can raise tickets and check their status. ### Can it be customised for our business? Yes. We can tailor the system for each client. Customisation is not included in the base setup; it is scoped and quoted separately. ### Is email support included? The current version focuses on WhatsApp. Email and other channels are available as add-ons. ## Stop losing requests in the chat. Message us on WhatsApp and we’ll show you how your support conversations would look as tracked tickets. [Chat with us on WhatsApp](https://wa.me/message/MCCD3YCRKQZ5H1) [Email us](mailto:info@dataikseer.com) info@dataikseer.com --- ## Contact Data Ikseer - WhatsApp / phone: +92 311 1031453 (https://wa.me/message/MCCD3YCRKQZ5H1) - Email: info@dataikseer.com - Address: Saify Foundation Building, 2nd Floor, #202, Mansfield Street, Dr Syedna Mohammed Burhanuddin Road, Saddar, Karachi 74100, Pakistan - Hours: Monday–Saturday, 8am–8pm PKT - Contact form: https://dataikseer.com/contact-us - All pages: https://dataikseer.com/llms.txt