Platform/06/Ticketing and communications
06 Ticketing and communications
Every problem gets one ticket. Every person gets told once.
Tickets carry two conversations, a requester lane and an internal lane, with service-level clocks that pause while you wait on them. Chat is owned, not rented. Managers get the day's numbers on WhatsApp, reps get pushed on the phone, finance gets email from a real mailbox, and 98 registered events decide who hears about what.
/ Works with
01 The desk
A ticket desk with
two conversations.
Sample tickets. Pick one, then switch lanes.
02 What a ticket carries
Built to the shape of a real desk,
not a contact form.
| Area | What is there |
|---|---|
| Service levels | SLA plans with criteria, business-hour schedules and holidays, pause while waiting on the requester, a breach log, and a page to the queue owner when a clock runs out. |
| Escalation | Escalation paths and rules by department, priority and age, with notifications at each step. |
| Structure | Departments, types, statuses, priorities, tags, custom field groups, ticket links and link types, watchers, followups, recurrence rules, auto-close criteria. |
| Working faster | Macros, templates, saved views and filters, knowledge-base articles, time tracking, quality reviews and satisfaction ratings. |
| Context tokens | A ticket can reference an activity, a commission line, a scorecard metric, an employee, an IMEI, an invoice, a payroll row or a note, so the evidence is attached, not described. |
| Email in and out | Inbound mail rules and parsers per dealer group with an email queue and log; replies go out from the dealer's real mailbox. |
| Automation | Webhooks with a delivery log, tickets created from chargebacks, audits, sensor watchdogs and chat. |
| Audit | An audit log on every ticket: who changed what, when, from which lane. |
Forty-five models behind the desk. Visibility is a two-layer intersection of the user's scope and the ticket's targeting.
03 Lanes and audiences
Internal stays internal.
The carrier gets its own door.
Requester and internal lanes
Staff discuss freely in the internal lane; nothing in it reaches the requester. Both lanes live on the one ticket so context is never lost between them.
The carrier lane
Carrier account managers open and answer tickets on their own panel with a one-time email code, no user account on our side. They see the external lane only, with a roll-up of the stores they cover, and tokens are always redacted.
Dealer tickets
The master dealer files and works tickets across every sub-brand from its own panel; a failed audit item becomes a ticket with the photos attached.
Guides
Triage and how-to guide decks for the desk, so the second person to handle a queue works it the same way as the first.
04 Chat
Owned, realtime,
scoped on the server.
Conversations
Direct and group chat with delivery receipts, on private per-conversation channels scoped by the server, not filtered by the client.
Help desks
Named desks, HR or finance for example, that staff message from the app. A conversation becomes a ticket in one tap when it needs a clock on it.
Voice
Click-to-call from a store or contact record, with the call log kept against it.
05 WhatsApp cards
The channel managers
actually read.
| Card | When | To | What it says |
|---|---|---|---|
| End of day, all markets | Nightly | Managers' group | Ranked comparison of every market: boxes, pace, features, the doors that missed. |
| Scorecard card | Weekly | Managers' group | The carrier scorecard per market with the tier ladder rendered. |
| Contest standings | Daily during a contest | Contest group | Who qualified, who is close, what the prize is. |
| Refund alert | On detection | Store and finance | A refund without a return, with the invoice. |
| Audit reminder | Nightly | Store group | Phone and accessory counts due, with the audit link. |
| Supplier A/R tripwire | Sunday | Finance group | Open supplier invoices past the aging threshold, per sub-brand. |
| Ticket breach | On breach | Queue owner | The ticket, the clock, the requester. |
Each card is a switch and a group id on the alerts page, per dealer group, through the dealer's own off-box gateway. Resends respect a cooldown.
06 Email, push and the registry
98 events decide
who hears what.
Notification registry
Every event the platform can raise is registered with its copy, its channels and the screen it opens. An unregistered event cannot notify anyone by accident. Users subscribe per event in their settings.
Email center
Report emails go to named lists per market from the dealer's real mailbox through Microsoft Graph. The performance email carries the day's numbers with an AI review pass before it goes out.
Announcements and arrival cards
Company announcements with read tracking, and arrival cards in the app for the things that landed since the rep last looked.
07 News feed and reward wallet
A company feed,
and a token that means something.
News Center
Posts, reactions, comments and GIFs in a company feed, on the web and in the app, with moderation and author display by first name, rank and market.
Sale promos
A sale posts to the feed and scores points; a healthy sale older than eight days can be tokenized into a grant with one click.
Reward wallet
An append-only ledger of grants and redemptions. Corrections are compensating entries; nothing is edited or deleted. HR grants, HR audits.
08 Related
Store operations
Store detail, orders center, inbound device tracking, inventory, visits and audits.
/ 10Mobile apps
iOS and Android, one app with a face for every role, push, device trust.
/ 09AI, with guard rails
Ask your data, assistant, email review, narratives, per group with usage tracked.
/ allEvery platform page
The twelve deep dives, one per capability, with the overview above them.
→ Start
Bring the support inbox
you dread opening.
We route it into the desk with your departments and SLAs, then watch a week of it with you.
Request a demo