Help desk
From a form in your business's identity the customer opens a ticket and gets a number and a tracking link. On the link: a progress bar (Received → In progress → Waiting for you → Solved), the conversation with your team, a reply box with attachments, and a “My problem is solved” button — then a rating out of 5.
Just type your number — Kauthar messages you on WhatsApp and sets up your account with you.
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The problem
The customer doesn't know whether their request arrived or who is working on it, so they call, send again and open the same request twice, and your team answers status questions instead of solving problems.
The solution with Kauthar
After sending, the customer sees “Your ticket has been opened” with its number and link and buttons to copy and send to WhatsApp. The tracking page refreshes every 20 seconds, the customer replies from it and a “Solved” ticket is reopened, and they see the expected reply time if they wrote outside hours.
What you gain
Name, phone, email, department, request type, subject, details and up to 3 attachments, in your business's colour and logo and the customer's device language (Arabic, English, French).
The ticket opens only from its private link, or with its number plus the phone number it was opened with, and the customer never sees internal notes.
When Kauthar has no answer or the customer asks for a person, she offers to “Open a support ticket”, the conversation text moves into it, and when they return they find “You have an open ticket #…”.
After resolution the customer rates the service out of 5 with a comment, the rating reaches the responsible agent, and it shows in the reports: rating distribution, satisfaction per agent and the latest comments.
Three steps
Turn on the “Customer ticket form” and “Customer satisfaction rating” in the helpdesk settings.
Put the support centre link on your website; a “Tickets” link appears under the chat automatically.
Reply from the tickets screen; the customer sees the reply on their link and email, and rates after resolution.
Step-by-step instructions with numbered screenshots in the user guide
Inside the product
Screenshots of a demo business; names and numbers are examples.
Real examples
A return request with a photo of the product from the support centre; the customer follows the status from the link without a call, and rates the service after resolution.
The agent sends the tracking link to the customer's WhatsApp from the ticket page, and the customer adds attachments and replies from the same link.
A unit owner follows a maintenance request from one link and clicks “My problem is solved” when it's done, and the satisfaction rate shows in the monthly report.
FAQ
They open “Track a ticket” and enter the ticket number and the phone number they opened it with, or you send them the link from the ticket page.
No, a name and one contact method (phone number or email) are enough.
On “Solved” they can reply and the ticket is reopened; “Closed” accepts no replies, and they open a new ticket if needed.
The share of 4- and 5-star ratings out of all ratings in the period, shown with the average rating out of 5, and each agent's rating in the “Agent performance” section.
Yes, on the Business plan it disappears automatically from the ticket, chat and booking pages and the poster.
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