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Tickets — Every customer request gets a ticket, and an answer on time.

A call, a WhatsApp message or an email becomes a ticket, with an owner and a deadline. The customer follows it on their portal.

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Trusted by

  • Tunisair
  • Orange
  • Ford
  • Délice Danone
  • Vistaprint
  • FedEx
  • Peugeot
  • Zara
  • Celio
  • Condor
  • Royal Air Maroc
  • Pathé

The problem

A call, a WhatsApp, an email, and nobody knows who replies.

Without tickets

  • The request comes in by phone, the follow-up on WhatsApp, the attachment by email.
  • Two colleagues answer the same customer, or nobody does.
  • The promised deadline gets checked by hand, when someone remembers.
  • The customer calls back to ask where their request stands.

With tickets

  • The call, the message and the email land in the same ticket.
  • Each ticket has an agent, and the team sees who is looking at it.
  • The deadline shows in color on the row.
  • The customer follows the request on their portal, without calling.

Channels

Wherever it comes from, the request becomes a ticket.

The ticket keeps a link to whatever started it. Nobody copies a conversation by hand.

  1. By phone

    A ticket opened during the call

    The agent creates the ticket without hanging up. The ticket keeps a link to the call, and a past call converts from the log.

    • During the call
    • From the call log
    • Link to the call
    • One ticket per call

  2. On social apps

    A WhatsApp conversation turned into a ticket

    In Socials Inbox, a conversation becomes a ticket in one click. The original message shows its reference.

    • The whole conversation
    • Or a single message
    • Reference on the message
    • Several tickets per conversation

  3. Customer portal

    The customer follows the request without calling

    Customers see their tickets and status, open a new one, browse the knowledge base. Once it's resolved, they rate the service.

    • My tickets and their status
    • New ticket
    • Knowledge base
    • Satisfaction survey

The thread

The whole case, in one thread.

Calls, messages, emails and team notes read in order.

Calls, messages and emails one after the other.

An internal note mentions a colleague without the customer seeing it.

A second topic? It gets its own ticket.

Messages about something else form a new ticket, linked to the first one.

Nobody replies twice.

The header shows who is viewing the ticket, the composer who is typing.

Deadlines

Deadlines met, without watching them.

You set the deadlines once. The color of each row tells you where to look.

A first-response and a resolution deadline, per severity. It follows your business hours and pauses while the ball is in the customer's court.

Copilot

Reply faster, and reply right.

The copilot summarizes, drafts a reply and finds the right article. The agent reviews and sends. It appears when AI is turned on for your sphere.

  1. Summary

    The case read
    in three lines.

    The summary, the customer's mood and suggested categories. An agent picking up the case knows what's going on in ten seconds.

    • Ticket summary
    • Customer sentiment
    • Classification

  2. Reply

    A reply ready
    to review.

    Drawn from similar resolved tickets, inserted with one key. The copilot never sends anything by itself.

    • Based on resolved tickets
    • Inserted with one key
    • Regenerate

  3. Knowledge

    The right article,
    at the right time.

    The articles from your knowledge base that answer the ticket. One click inserts them into the reply.

    • Suggested articles
    • Inserted into the reply
    • Linked to the ticket

Summary

The case read
in three lines.

The summary, the customer's mood and suggested categories. An agent picking up the case knows what's going on in ten seconds.

  • Ticket summary
  • Customer sentiment
  • Classification

Measure

Know what your support is really worth.

Deadlines met and your customers' score, after every ticket.

Deadlines met, day after day.

Created, resolved, response times, missed SLAs: by agent, by channel.

The customer's score after every ticket.

A CSAT or NPS survey goes out on resolution.

Time spent, counted on its own.

The timer runs while the ticket is read. Billable or not.

Mobile app

Tickets follow the agent, on iPhone and Android.

The list, the ticket and the copilot fit in a pocket. Administration happens on the web.

  • The list and the Kanban, with filters
  • The ticket: thread, reply, internal note
  • Each ticket's deadline, as a colored ring
  • Merge, split and transfer a ticket

Security

Everyone sees the tickets that concern them.

Permissions follow the roles of the sphere, and customers only see their own requests.

  • Internal notes never go out to the customer.
  • The portal shows customers their tickets, and their team those of their organization.
  • Data hosted on the Comunik cloud, or on your own servers.
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Certifications

Certified ISO 27001 and ISO 9001. Check it in the register.

Check on Certipedia

  • ISO/IEC 27001:2022

    Information security

    How your data is classified, protected and returned, audited by TÜV Rheinland.

  • ISO 9001:2015

    Quality management

    Written processes, checked and reviewed: what TÜV Rheinland comes to audit.

Around tickets

Tickets work with eight apps.

The inventory

Everything inside, and what is missing.

Grey items do not exist yet, or not everywhere (web or phone). We would rather say so than leave it out.

Not yet, or not everywhere

Receive requests

  • Ticket created during a call, or from the call log
  • WhatsApp, Messenger or Instagram conversation or message converted into a ticket
  • Email assigned to a ticket from Mail
  • Customer portal: my tickets, new ticket, tracking, knowledge base
  • Documented external API to create tickets from your tools
  • Similar tickets flagged at creation (configurable)

Organize

  • Table, Kanban and Dashboard views
  • Grouped view by field, product, level, day, week or month
  • All, Created by me, Assigned to me tabs; five counters
  • Condition filter, sorting, 16 columns, quick filters, pipelines
  • Bulk actions: assign, transfer, change status, delete; export
  • Grouped view and dashboard on mobile

Work a ticket

  • Full ticket: pipeline, properties, documents, customer context
  • Unified thread: calls, messages, emails, internal notes, events
  • Reply or internal note, canned replies, signature, automatic draft
  • Mentions, pins, reactions; guest video link in the reply
  • Assign, transfer to an agent or a level with a reason, propose an escalation
  • Merge, split, link (seven link types), followers and participants
  • Who is viewing the ticket, who is typing
  • Share a ticket in a Chat channel

Deadlines and automation

  • SLA policies per severity: first response and resolution
  • Business hours, pause while the ticket is on hold, recalculation of open tickets
  • Colored indicator with adjustable thresholds; escalation on breach
  • Automation rules: trigger, conditions, actions, run history
  • Macros, recurring tickets, on hold until a date
  • Automation and deadline settings on mobile

AI copilot

  • Summary, customer sentiment, classification
  • Reply suggested from resolved tickets, inserted with one key
  • Knowledge base articles suggested and inserted into the reply
  • Forced reply language; quota per user per day
  • Visible only when an AI provider is set up for the sphere

Measure

  • Dashboard: volume, missed or upcoming SLAs, by agent, channel, status, type
  • CSAT or NPS survey after resolution; average score, response rate, satisfaction per agent
  • Created vs resolved trends, backlog, SLAs met, agent performance
  • Time spent counted while viewing, billable or not
  • Scheduled reports sent by email
  • Voice satisfaction survey at the end of a call

Administration

  • Pipelines and statuses, types, subjects, products, qualifications, tags
  • Custom fields and attributes, qualification questionnaire
  • Support levels and three assignment strategies
  • Email templates per event, signatures
  • Signed outgoing webhooks, delivery history, health
  • Guided tour of the module and its settings
  • Administration from the mobile app

On the phone

  • List, Kanban, filters and bulk selection
  • Ticket, reply, internal note, mentions
  • Deadline rings, copilot, macros, knowledge base
  • Merge, split, transfer; time spent
  • Statistics and customer portal
  • Scheduled reports and email templates

Frequently asked questions

What people ask us before opening their first ticket.

The answers, including when they say what is still missing. Your question is not here? Ask it during the demo.

Contact us

Your customer requests, tracked in one place.

Set your deadlines, connect your phone system and WhatsApp, open the portal to your customers.

Request a demo