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).
No request ever
falls through the cracks.
Customer inquiries from WhatsApp, email, live chat, and Telegram in one system. With ownership, priority, and full conversation history.
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.
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.
Measurable results
Businesses with structured ticket management see improvements in three areas.
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
- Search for similar, previously resolved tickets
- AI reply suggestions from the knowledge base
ROI in numbers
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.
Typical scenario based on industry data
Ready in minutes
No setup hassle, no migration. Tickets are created automatically from conversations.
Connect channels
Link WhatsApp, email, live chat, and Telegram. Every incoming message becomes visible.
Set up your team
Invite team members, assign roles, and optionally activate the routing bot.
Resolve tickets
Requests come in, get assigned, worked on, and resolved. All in one inbox.
Step-by-step guides for setup via the platform or API.
Platform Guide: Step by Step
Use tickets to track support requests:
Create Ticket
In any conversation, click the ticket icon to create a ticket.
Set Priority
Assign priority level based on urgency.
Assign Agent
Assign to yourself or another team member.
Add Notes
Use internal notes to share context with your team.
Resolve & Close
Mark as resolved when complete. AI generates a summary.
API Reference: Developer Access
Manage tickets programmatically.
| Method | Path | Description |
|---|---|---|
| POST | /api/v1/tickets | Create a new ticket |
| GET | /api/v1/tickets | List tickets with filters |
| PATCH | /api/v1/tickets/{id} | Update ticket (status, priority, assignee) |
| POST | /api/v1/tickets/{id}/notes | Add internal note |
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}`);Frequently asked questions
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, suggests replies from the knowledge base, and finds similar, previously resolved tickets.
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.