How do I manage customer requests as tickets across multiple channels?

With SendSeven, every customer request across seven channels automatically becomes a ticket with priority, assignment, and complete history. @Mention handoff to colleagues, a routing bot for automatic distribution by topic or availability, AI summaries, and cross-channel conversation threads. Plans from EUR 49/month; AI and knowledge base from EUR 79 (Professional).

Ticket Management

No request everfalls through the cracks.

Customer inquiries from WhatsApp, email, live chat, and Telegram in one system. With ownership, priority, and full conversation history.

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of requests end without a satisfactory resolution
37%
Customer service industry survey
average email response time
12 hrs
Industry benchmark
higher churn risk after poor service
50%
Customer retention study
more satisfaction per 1% better first-contact resolution
+1%
Service quality survey
01 · Challenge

Inbox chaos nobody talks about

Monday morning, 8:30 AM. 47 new messages in the shared mailbox. WhatsApp inquiries on the company phone. Two missed calls from Friday. And a customer asking on Instagram why nobody has responded in three days.

For businesses with 5 to 50 employees, this is not the exception. Requests come in via email, WhatsApp, live chat, phone, and social media. Without a central system, nobody knows who is handling which request. Two colleagues reply to the same email with different answers. An urgent warranty issue gets treated the same as a newsletter unsubscribe.

The cost: 37% of customer requests end without a satisfactory resolution. Customers who experience poor service once are 50% more likely to churn. And 13% of unhappy customers tell at least 15 people about it.

73%
switch to a competitor after multiple bad experiences
Customer behavior survey
+67%
less churn through better first-contact resolution
Service quality study
02 · Solution

Every request has an owner

With SendSeven, every customer inquiry automatically becomes a ticket with ownership, priority, and history. Whether the message comes in via WhatsApp, email, live chat, or Telegram.

Here is how it works: A request comes in via WhatsApp. SendSeven automatically creates a ticket with a priority and assigns it to a team member. They see the full conversation history across all channels in the inbox, internal notes from colleagues, and the contact history.

If a colleague needs help, they type @Name in the chat and the ticket is handed over directly, with an internal note only the team can see. Complex requests escalate automatically. And if the customer switches channels (WhatsApp today, email tomorrow), everything stays in one thread.

Routing is handled by an AI bot that forwards requests to the right person based on topic, keyword, or availability. If nobody is online, the bot collects the request and notifies the team.

1 system
for all channels, all requests, all team members
SendSeven Inbox
  1. 1
    Request comes in
    Via WhatsApp, email, live chat, or Telegram
  2. 2
    Ticket is created
    With priority, assignment, and full history
  3. 3
    Team resolves the issue
    Handover via @mention, automatic escalation
03 · Result

Measurable results

Businesses with structured ticket management see improvements in three areas.

Zero
lost requests
  1. < 10 min

    First response

    Automatic assignment instead of manual forwarding.

  2. 100%

    Team transparency

    Everyone sees who is working on what. No duplicate effort.

  3. +16%

    Higher satisfaction

    Fewer touchpoints per contact means higher satisfaction per resolved ticket.

Every message becomes a ticket

Every incoming message can be turned into a ticket manually or automatically. Priority (low, medium, high, urgent), tags, and assignment are set right away. The ticket contains the full conversation history across all channels.

  • Ticket creation from any channel: WhatsApp, email, live chat, Telegram, Instagram, Messenger
  • Priority levels: low, medium, high, urgent
  • Tags and custom fields for categorization
  • Ticket ID (#TKT-1847) for unique reference

Assignment via @mention or automatic routing

Type @Name in the chat to hand a ticket directly to a colleague. Optionally add an internal note only the team can see. For automatic distribution, use the routing bot that assigns by topic, keyword, or availability.

  • @mention assignment: type @Name, ticket is handed over instantly
  • Internal notes: visible to the team only (not the customer)
  • Routing bot: automatic assignment by topic, keyword, or availability
  • RBAC: roles determine who can close or redirect other agents' tickets

One ticket, any channel

Customers switch channels? No problem. WhatsApp today, email tomorrow, live chat next week. Everything stays in one ticket with the full history. Agents can actively move the conversation to a different channel.

  • Cross-channel conversation history in one thread
  • Agents can move conversations between channels
  • System log documents every channel switch
  • Contact profile links all channels automatically

AI summarizes, team picks up faster

For long conversation histories, the AI automatically generates a summary. New team members or colleagues taking over a ticket understand the context in seconds instead of minutes.

  • AI-generated ticket summaries
  • Context handover without reading the entire history
  • Summaries in the contact history show each case at a glance
  • AI reply suggestions from the knowledge base

ROI in numbers

lost requests
Zero
Every message becomes a ticket
less churn through better first-contact resolution
+67%
Service quality study
higher satisfaction per resolved first contact
+16%
Industry survey
return after a good service experience
93%
Customer retention study

What this could look like

An IT services firm with 20 employees receives 80 support requests daily via email, WhatsApp, and phone. Previously, the team lead distributed requests manually each morning using a spreadsheet. With SendSeven, every request automatically becomes a ticket, the routing bot assigns by topic, and @mention handovers replace the spreadsheet.

Manual distribution
30 min per dayAutomatic
Lost requests
3-5 per week0
First response time
4 hours< 15 minutes

Typical scenario based on industry data

Ready in minutes

No setup hassle, no migration. Tickets are created automatically from conversations.

  1. 01 · 5 min

    Connect channels

    Link WhatsApp, email, live chat, and Telegram. Every incoming message becomes visible.

  2. 02 · 2 min

    Set up your team

    Invite team members, assign roles, and optionally activate the routing bot.

  3. 03 · Instant

    Resolve tickets

    Requests come in, get assigned, worked on, and resolved. All in one inbox.

For Developers & Power Users

Step-by-step guides for setup via the platform or API.

Platform Guide: Step by Step

Use tickets to track support requests:

  1. 1

    Create Ticket

    In any conversation, click the ticket icon to create a ticket.

  2. 2

    Set Priority

    Assign priority level based on urgency.

  3. 3

    Assign Agent

    Assign to yourself or another team member.

  4. 4

    Add Notes

    Use internal notes to share context with your team.

  5. 5

    Resolve & Close

    Mark as resolved when complete. AI generates a summary.

You're all set!
API Reference: Developer Access

Manage tickets programmatically.

MethodPathDescription
POST/api/v1/ticketsCreate a new ticket
GET/api/v1/ticketsList tickets with filters
PATCH/api/v1/tickets/{id}Update ticket (status, priority, assignee)
POST/api/v1/tickets/{id}/notesAdd internal note
Language:
Create Ticket from Conversation
const ticket = await fetch('/api/v1/tickets', {
  method: 'POST',
  headers: {
    'Authorization': 'Bearer YOUR_API_TOKEN',
    'Content-Type': 'application/json'
  },
  body: JSON.stringify({
    conversation_id: 'conv_123',
    subject: 'Refund request for order #456',
    priority: 'high',
    assignee_id: 'user_789'
  })
}).then(r => r.json());

console.log(`Ticket created: ${ticket.id}`);

Works great with

Frequently asked questions

How are tickets created?
Every incoming message via WhatsApp, email, live chat, or Telegram can be turned into a ticket manually or automatically. Priority, tags, and assignment are set right away.
How does automatic assignment work?
The routing bot distributes requests by topic, keyword, or availability. Alternatively, type @Name in the chat to hand a ticket directly to a colleague, optionally with an internal note.
What happens when a customer switches channels?
Everything stays in one ticket. If a customer writes via WhatsApp today and email tomorrow, you see both in the same thread. Contact management links all channels automatically.
Can multiple team members work on one ticket?
Yes. Use @mention to hand tickets to colleagues. Internal notes keep the team in the loop without the customer seeing them. Roles determine who can close or redirect other team members' tickets.
Is there AI support for tickets?
Yes. The AI generates automatic summaries for long conversation histories and suggests replies from the knowledge base.
What does ticket management cost?
Ticket management is included from Basic (plans from €49/month), with unlimited users and no per-user fees, including the inbox, routing bot, and all 8 channels. Try it free for 14 days. View pricing.

Never lose a request again

Connect channels, set up your team, resolve your first tickets. In minutes, everyone knows who is handling what.

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100 test messages included