Digital Agency Tools Docs

Tickets from email and WhatsApp

Clients do not have to log in anywhere. A message to your support address or your linked WhatsApp phone becomes a ticket on its own.

By email

Inbound email is handled for the platform as a whole, so your support address is set up with us rather than in your settings. Messages to it become tickets in your business. Ask support for your address if you do not have it.

A new email opens a new ticket with status New and priority Medium. If the sender's email address matches one of your contacts, the ticket is linked to that client.

What happens to an email

subject has TK-…?   → added to that ticket
                      (reopened if resolved
                       or closed)
otherwise           → a new ticket

Replies thread by ticket number

Every ticket has a number like TK-20261105-001. When an email subject contains that number, the message is added to the existing ticket instead of opening a new one. If that ticket was resolved or closed, it goes back to Open so you see it again.

Tip: when you answer a client by email, put the ticket number in the subject line. Their reply then lands on the same ticket.

By WhatsApp

Once you link your business's own phone in Settings → Notifications, messages sent to that phone become tickets. The subject starts with WhatsApp: and the first line of the message, and the ticket is tagged whatsapp.

If the sender's number matches a contact, the ticket is linked to them. The sender gets one WhatsApp reply when the ticket opens, with their reference number.

What happens to a message

sender has a new, open or
pending WhatsApp ticket   → added to it
otherwise                 → a new ticket
                            + "we've got your
                              message" reply

Set up WhatsApp tickets

  1. Go to Settings → Notifications and find the WhatsApp card.
  2. Under Your WhatsApp phone, click Link a phone. On the phone, open WhatsApp → Linked devices → Link a device and scan the code. Prefer typing? Choose Use a pairing code instead.
  3. Under Incoming messages, click Register inbound. The badge changes to Hook registered.
  4. Send a WhatsApp message to that phone from another number and check Tickets.
The WhatsApp card in notification settings, with the linked phone and the Incoming messages section
Link a phone, then register inbound so messages to it open tickets.

Media and replies

Photos, voice notes, video and documents are saved on the message. A file can take a moment to fetch; until then it shows as fetching from WhatsApp…. A message with no text is labelled by what it carried, such as [photo] or [voice note].

When you reply on a WhatsApp ticket, your reply goes back to the sender on WhatsApp. Internal notes do not. See Replying and templates.

If nothing arrives, check the Incoming messages badge and the last delivery result next to it. The two icons beside Register inbound ask the gateway for a test delivery and check the inbound path. If you unlink the phone, messages to it stop becoming tickets.

Related

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