Ticket tracking portal

Vue d’ensemble#

Every ticket has a private link for the customer showing its number, title, opening date and status on a clear progress bar (Received → In progress → Awaiting your reply → Solved), the conversation with the support team (without internal notes), a Write your reply box with Attach, and a My problem is solved button. The page refreshes automatically every 20 seconds. If the ticket is Solved but the problem is still there, the customer writes a reply and the ticket is reopened. If they reply outside working hours, they see when to expect a response. The page appears in the customer's language and in your brand — colour, name and logo (logo upload is available on the Business plan) — set under Settings & subscription → Brand tab.

Pour qui ?

Your business's customers

Où le trouver ?

A public link ending in /t/<link-name>/<private-code> — the customer gets it on the confirmation page, by email, or on WhatsApp from a staff member · or the Track a ticket page (ending in /t/<link-name>)

Pas à pas#

1. 1
   The customer opens the ticket link.
2. 2
   They read the status and replies, and write a reply in Type your message here…, or tap Attach, then Send.
3. 3
   When the problem is solved, they tap My problem is solved and confirm.
4. 4
   If they lose the link, they open Track a ticket, enter the Ticket number and Phone number, then tap Open ticket.

Astuces#

Bon à savoir#

Questions fréquentes#

The customer lost the ticket link — what do they do?

They open Track a ticket and enter the ticket number and the phone number they opened it with (with the country), or you send them the link from the ticket page.

Does the customer see internal notes?

No. The portal shows public messages only.

What's the difference between Solved and Closed for the customer?

In Solved they can still reply and the ticket is reopened. A Closed ticket doesn't accept replies, and they open a new ticket if needed.