A chat becomes a SmartMy Desk ticket
With SmartMy Desk, one button turns a WhatsApp, Instagram, Messenger, web chat or email conversation into a ticket with the chat so far. Your support team's replies on the ticket go back into the same chat, and the customer is told there when it is solved.
PLANSEvery planWith SmartMy Desk
The problem it solves
- A complaint arrives on WhatsApp and is lost once the chat scrolls down.
- Support staff copy the chat into the helpdesk by hand, and the customer's words get shortened.
- The customer asks on WhatsApp again because nobody told them the problem was fixed.
How it works
- In the inbox, open the chat and choose Make a Ticket from the ⋮ menu.
- A Desk ticket opens for the contact, with their company, phone, email and the last 30 messages written into it.
- A note in the chat says who opened which ticket, so the rest of the team knows.
- Your support team works the ticket in SmartMy Desk as usual. Each public reply they write goes back into the same chat, starting with the ticket number.
- When the ticket is solved or closed, the customer gets 'Your request ... is solved. Reply here if anything is still wrong.' in the same chat.
Everything it does
The ticket
- Customer and requester from the chat's contact; phone and email filled in
- Title: the channel and the person's name
- Description: the last 30 messages, marked Customer, AI or Us; files show as [file]
- Entity: the chat's Entity; source shown as Other Module
- Linked to the conversation, so replies and closing find their way back
Replies back into the chat
- Only public replies by staff go back; internal notes stay in Desk
- Sent while the channel takes free text: inside the 24-hour window on WhatsApp, Instagram and Messenger, any time on web chat and email
- When the window has closed, a note on the ticket says the reply was not sent in the chat. The customer hears through Desk's usual notifications
Opened by the AI
- With the AI agent answering by itself (Growth), the AI can open the ticket during a chat and tell the customer its number
Who uses it
Marketing UserMakes a ticket from a chat that needs support.
Support team in SmartMy DeskWorks the ticket; their public replies reach the customer in the chat.
CustomerHears the replies and the solved message where they first wrote.
Where you use it
- Web: Marketing > Inbox (the ⋮ menu of a chat), and the ticket in SmartMy Desk
- Not in the phone app: this is done on the web. The SmartMy Marketing app covers chats, contacts, posts, leads and campaigns
What you control
Settings
- None of its own: it installs by itself when SmartMy Marketing and SmartMy Desk are both there
Notifications
- The customer: the team's replies and the solved message in the same chat
- Desk's own ticket notifications to the customer apply as set in SmartMy Desk
Works with
SmartMy DeskThe ticket, its replies and its solved state, joined to the chat it came from.
Questions
Do we need SmartMy Desk?
Yes. The Make a Ticket button appears when SmartMy Marketing and SmartMy Desk are installed in the same database.What if the customer last wrote two days ago?
WhatsApp only takes an approved template after 24 hours, so the reply stays on the ticket with a note. The customer hears through Desk's usual notifications.Can the AI open tickets?
Yes, when the AI agent answers by itself, which is in Growth. It opens the ticket and tells the customer its number.Does pressing Make a Ticket twice make two tickets?
Yes, each press opens a new ticket. Check the note in the chat before you press it again.Related features
CHANNELS AND INBOXOne inbox for every channelWhatsApp, Instagram, Messenger, web chat and replies to your outreach emails come into one inbox. Your team assigns, tags, notes and answers every chat in one screen, with the 24-hour reply window shown on each chat.CHANNELS AND INBOXChats, lead ads and interested replies become CRM leadsWith CRM, a chat becomes a CRM lead in one press. Every lead from a Facebook, Instagram or Google lead form can make one by itself. A reply rule can turn every interested reply to your outreach into a lead.AI AND SELLINGThe AI agent answers by itself, with tools, documents and hand-overLet the AI agent answer customers by itself outside working hours, when nobody is assigned, or always. It looks up your products, searches your documents, sends a cart with a payment link and hands over to a person when it should.CHANNELS AND INBOXWhatsApp, Instagram and Facebook pages connected through SmartMy's Meta app, with number healthConnect your own WhatsApp numbers, Instagram accounts and Facebook pages from one screen, in Meta's own windows. Their messages come to one inbox, and each WhatsApp number shows its quality rating and messaging limit, with an alert when the quality falls.
See your inbox and campaigns on it.
Tell us which channels your customers use, how leads reach you and how many people answer them. We will connect a channel with you and run your first journey.