Ticketing & Complaint Management from WhatsApp Chat

In ShuttlePro, a single customer conversation can create one or multiple tickets/complaints when different issues need separate follow-up. For example, the same customer conversation may include a delivery complaint, a return request, and a product issue — each can be handled as a separate ticket while staying connected to the original conversation.

This helps support teams manage delayed deliveries, wrong or damaged items, returns, exchanges, courier disputes, payment concerns, and high-priority follow-ups without losing context. The ticket handler can read the related conversation, reply to the customer when needed, and add internal comments inside the ticket for team coordination.

Tickets in ShuttlePro can be created in different ways depending on the workflow. An agent can create a ticket manually from a customer conversation, while automation can help create tickets when a complaint, escalation, or follow-up condition is detected.

Tickets can also be created through structured flows, such as WhatsApp Interactive Bots, where the customer provides required details through buttons or guided steps. This helps teams collect cleaner complaint information and route the issue to the right person faster.

ShuttlePro keeps tickets connected with the original customer conversation inside the Unified Inbox, so the ticket handler can understand the full context before taking action.

A single conversation can create multiple tickets or complaints, and each ticket remains linked to the conversation history. The ticket handler can read previous customer messages, reply to the customer directly, update ticket details, and add internal comments that are visible to the team but not sent to the customer.

This helps support teams manage complaints and follow-ups without switching between disconnected tools or asking the customer to repeat the same information.

ShuttlePro helps support teams assign tickets to the right agent, department, or team, so every complaint or follow-up has a clear owner. Tickets can be organized by status, priority, category, and internal notes, making it easier to understand what needs action and who is responsible.

This is especially useful during high-volume periods, sale days, or when multiple teams are handling delivery issues, returns, exchanges, or complaint escalations. Clear ownership helps reduce missed follow-ups and improves accountability across the support workflow.

Yes. ShuttlePro ticketing can support practical eCommerce complaint workflows such as late delivery, refused orders, wrong items, damaged items, returns, exchanges, courier disputes, payment issues, and urgent follow-ups.

Each issue can be tracked as a ticket with ownership, status, customer context, and internal comments. Where order, courier, Shopify, or OMS context is available, the team can use that information to understand the issue faster and manage the complaint more efficiently.

ShuttlePro connects ticketing with Agent Performance and Audit Trail so managers can review how complaints and escalations are handled.

Agent KPIs help managers understand workload, ticket ownership, follow-up activity, and support quality. Audit Trail helps track what happened inside a ticket — including status changes, ownership changes, replies, updates, and internal actions. This makes complaint handling more accountable and helps support leaders improve team performance over time.