Complaint management + ticketing for WhatsApp-first support

Ticketing & Complaint Management from WhatsApp Chat

Turn WhatsApp and omnichannel conversations into tracked tickets for complaints, escalations, and follow-ups— with clear ownership, priority, and an auditable history.
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WhatApp App vs API   →

Typical go-live: 2 -5 Days

ShuttlePro Ticketing turns WhatsApp and omnichannel conversations into tracked tickets for complaints, escalations, and follow-ups—created manually, via AI, or via WhatsApp interactive flows—with ownership and accountability.

Works With: WhatsApp  •  Instagram  •  Facebook  •  E-mail

Why it Matters

When escalations stay as “just chats,” quality drops and accountability disappears.

When support stays as “just chat,” escalations disappear:

• Complaints get handled in long threads

• Follow-ups rely on memory

• Ownership is unclear

• The same issue gets reopened again and again

Works best with your full workflow
Ticketing is most effective when it is connected to your unified inbox, AI bots, and an audit trail—so escalations are captured, assigned, and reviewable end-to-end.

See Unified Inbox

See AI Bots

See Audit Trail

One Issue, One Owner, One Outcome

How it Works

A simple operational flow: Escalation → Ticket → Owner → Resolution → Audit.

1

Detect an escalation

Agent marks it, AI flags it (where configured), or the customer triggers it via interactive options.

2

Create a ticket with context attached

The conversation history stays connected so your team doesn’t lose details.

3

Assign ownership and set priority

Route to the right agent/team; track status without relying on spreadsheets.

4

Work the ticket with clear collaboration

Internal notes and updates help the team handle exceptions consistently.

5

Close the loop with an auditable history

Review what happened, when, and who changed what—useful for QA and accountability.

Interactive Bots (Buttons/Lists)

Agent KPIs

WhatsApp Business API

Key Features

Everything you need to turn chat escalations into trackable outcomes.
  • Ticket creation from WhatsApp conversations and other channels
  • Auto ticket creation via AI intent detection(where configured)
  • Ticket creation via WhatsApp Interactive Bot inputs(structured complaint capture)
  • Ownership, priority, statuses, and internal notes
  • Tickets connected to Agent KPIsand Audit trail

KPIs

Audit Trail

Interactive Bots

Recommended phase 1 intents

• Order status (WISMO)

• COD confirmation

• Complaint intake → ticket

• Returns & exchanges (structured follow-up)

Add one real screenshot: Ticket view + conversation context. Add 3–5 callouts (priority, owner, status, timeline, notes). Keep customer names blurred.

Use Cases

Built for Pakistan Ecommerce

Common ticket types that keep follow-ups from getting lost in chat threads.

Late delivery complaints

Ticket + owner + tracked follow-up from WhatsApp escalation.

Wrong item / damaged item

Structured complaint capture via WhatsApp interactive flow.

Returns & exchanges

Track the entire resolution with clear status updates.

Courier disputes

Keep evidence and timeline in one place, tied to the conversation.

Sale-day escalations

Convert exceptions into tickets while bots handle repetitive volume.

High-priority follow-ups

Don’t rely on memory—use priority + ownership to close the loop.

Differentiators

Operations-first CRM — not jst messaging

Designed for ownership, escalation tracking, quality control and accountability.

Before

  • Complaints lost in long WhatsApp threads
  • Follow-ups tracked in spreadsheets
  • No clear ownership or priority

 

With ShuttlePro

  • Ticket created from chat with context
  • Owner + priority + status updates
  • Audit trail for QA and accountability

FAQs

Short answers to common questions customers ask before booking a demo.

Is this a WhatsApp helpdesk software? Yes. ShuttlePro includes shared inbox + ticketing so WhatsApp escalations and complaints are tracked with ownership.

Yes—tickets can be created manually, via AI detection (where configured), or from WhatsApp interactive bot inputs.

Yes. The ticket stays connected to the original conversation so agents don’t lose history.

Is this only for complaints? No. Use tickets for any escalation, follow-up, or issue that needs tracking and accountability.

Ticket volume and outcomes can be part of performance visibility (depending on your KPI setup).

Typical go-live is 2–5 days, depending on WhatsApp API setup and how many channels you connect.

Want to stop losing escalations in chat threads?

Chat on WhatsApp and tell us your top 3 complaint types. We’ll recommend a ticketing workflow and rollout plan.
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