Ticketing

Every customer
issue deserves
a resolution.

Bring customer requests, conversations, assignments and resolutions into one organised customer support ticketing system. Help your team stay on top of every ticket, from the first request to the final response.

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A support inbox. Choose a ticket to see its conversation, priority, status, assignee, recent activity and the next action.
Support inbox 4 open

#TK-20418 · via WhatsApp

Order hasn’t arrived

Priority
High
Status
In progress
Assignee
PSPriya Shah

Arjun MehtaMy order #58213 was due yesterday and the tracking hasn’t moved since Monday.10:42

Priya ShahSorry for the wait, Arjun. I’ve asked the courier to trace it and will update you today.10:49

  • Routed to Order support, assigned to Priya10:43
  • Courier trace requested10:51

Next Share the courier’s updateSend update

#TK-20416 · via email

Charged twice this month

Priority
Medium
Status
Assigned
Assignee
DKDaniel Kim

Sara LopezI can see two payments for my October plan on the same day. Can you refund one?10:30

  • Routed to Billing by category10:31
  • Assigned to Daniel Kim10:33

Next Confirm the duplicate paymentReply

#TK-20413 · via support page

Can’t sign in to my account

Priority
Medium
Status
Waiting on customer
Assignee
RNRavi Nair

Kenji ItoThe reset link says it has expired every time I open it.10:06

Ravi NairI’ve sent a fresh link. Could you try it within the next 15 minutes?10:14

  • Waiting on customer since 10:1438m

Next Follow up if there’s no replySet reminder

#TK-20409 · via WhatsApp

Change my booking date

Priority
Low
Status
New
Assignee
Unassigned

Lena FischerHi, can I move my booking from the 14th to the 21st? Same time if possible.09:58

  • Ticket created from conversation09:58

Next Pick an owner for this requestAssign to me

Ticket management

Every request.
One place to manage it.

Stop losing track of customer issues across conversations and spreadsheets. Give your team one organised workspace to create, assign, prioritise and manage tickets through resolution.

  • One ticket inbox
  • Status and priority
  • Customer details and history
  • Clear ownership
  • Every update recorded

Support pages

Give customers a simpler
way to ask for help.

Create dedicated support pages where customers can raise requests, explain their issues and submit the details your team needs. Every submission can become a trackable ticket, ready for your team to act on.

Build customer-facing pages with Webviews

  1. 01The customer submits a request

  2. 02They get a clear confirmation

  3. 03The ticket appears for your team

Forms, categories and fields are set up by your team. Attachments and routing apply where configured.

Smart routing

Get every request to the right team.

Not every issue belongs to the same team. Route tickets based on category, priority or other conditions you configure, so requests reach the people best equipped to handle them.

Pick an example request to see which routing rule applies and where the ticket goes.

Incoming request

“I was charged twice for my plan this month.”Sara Lopez · Category: Billing · Priority: Medium
“My order still hasn’t arrived and tracking hasn’t moved.”Arjun Mehta · Category: Order & delivery · Priority: Medium
“The app shows an error every time I try to sign in.”Kenji Ito · Category: Technical · Priority: Medium
“Checkout fails for all our staff. We can’t take orders.”Omar Haddad · Category: Technical · Priority: High

Rule Category is Billing Billing team Category is Order & delivery Order support Category is Technical Technical support Priority is High Flag for attention

  • Billing team

    6 open in queue

    AssignedDKDaniel Kim

  • Order support

    9 open in queue

    AssignedPSPriya Shah

  • Technical support

    5 open in queue

    AssignedRNRavi Nair

  • Needs attention

    High-priority requests

    FlaggedMRMaya Rao

Example rules. Routing follows the conditions you set up.

Ticket lifecycle

From open to resolved.
Nothing gets lost.

Give every request a clear status and history. See what’s being handled, what’s waiting for a response and what has been resolved, without chasing updates across teams.

  1. New Received and recorded

    #TK-20431 · via support page09:12

  2. Assigned Ownership is clear

    RNRavi Nair · Order support09:13

  3. In progress Investigated and updated

    “Courier asked to trace the parcel.”10:05

  4. Resolved Outcome recorded

    Replacement deliveredThu 14:30

Illustrative statuses. Use the stages that fit your support process.

Follow-ups & escalations

Keep tickets moving,
even when teams get busy.

Use configured automation to follow up on pending requests, flag overdue tickets and escalate unresolved issues. Help your team catch delays before customers have to ask again.

Automate wider processes with Workflow Orchestration
One ticket, a refund that hasn't arrived, moves from assigned to pending, then due soon and overdue. Each change triggers an automation event: the agent is notified, the customer gets an update, a follow-up is sent, the ticket is flagged, and it is escalated to a supervisor.

#TK-20425 Assigned Waiting on customer Due in 1h Escalated

Refund not received

Nadia Romero · Billing

Response dueToday, 16:00

Owner
RNRavi NairMRMaya Rao · Supervisor
Waiting
—24 hours27 hours

  1. Ticket assignedRavi Nair is notified

    09:00

  2. Status changesCustomer gets an update

    09:20

  3. Waiting too longFollow-up sent to the customer

    Tue 09:20

  4. Response deadline approachingTicket flagged for attention

    15:00

  5. Still unresolved after the deadlineEscalated to Maya Rao, Supervisor

    16:00

Example rules. What runs depends on the automation and deadlines you configure.

Customer updates

Better updates.
Fewer “Any progress?” messages.

Keep customers informed as their requests move forward. Share status updates and responses through supported communication channels, so customers know their issue has been received and is being handled.

A WhatsApp conversation with a customer. Each message lines up with a ticket change: the acknowledgement when the ticket is created, a status update when work starts, a request for information, and a resolution message when the ticket is resolved.

In the ticket

Message type

NewTicket #TK-20431 created

Acknowledgement

In progressCourier trace requested

Status update

Waiting on customerReplacement approved

Request for information

ResolvedReplacement delivered

Resolution message

Every message is saved to the ticket’s history.

Shown on WhatsApp as an example. Available channels depend on your setup. Planning broadcasts instead? See Campaigns and Drip Marketing.

Team collaboration

One support team,
working from the same context.

Give agents the context they need to work together. Assign ownership, transfer tickets when needed, add internal notes and review previous interactions without losing the thread.

A ticket handed from one agent to another. The customer conversation sits in the main panel; an internal note from Ana Novak explains what's left to do; the assignment control shows the ticket transferred to Daniel Kim, who replies in the notes.

Wrong item delivered#TK-20427 · Omar Haddad · via WhatsApp

In progress

Omar HaddadI ordered the blue jacket in M, but a black one in L arrived. Photos attached.Mon 11:20

Ana NovakSorry about that, Omar. We’ll send the right one and collect the wrong one. What time suits you for pickup?Mon 11:34

Omar HaddadMornings are best for me.Mon 11:41

Ana Novak transferred this ticket to Daniel KimMon 17:58

Previous interactions

#TK-19870 Delivery address change · Resolved in March

Assignment

ANAna NovakOrder support DKDaniel KimOrder support · morning shift Transfer

StatusIn progress

Internal notesOnly your team can see these

ANAna NovakMon 17:55

Replacement approved by stock. @Daniel can you book the pickup? Omar prefers mornings, and the right size is reserved.

DKDaniel KimTue 09:10

On it. Pickup booked for Thursday, 9–11 AM. I’ll confirm with Omar now.

Custom views

One ticket system.
Different ways to see the work.

Give each team a practical way to organise its workload. Switch between focused views, filter requests and see the information that matters most to the task at hand.

Kanban viewMove tickets through stages
List viewScan everything at once
SubjectPriorityStatusOwner
Order hasn’t arrivedHighIn progressPS
Charged twiceMediumAssignedDK
Can’t sign inMediumWaitingRN
Change booking dateLowNewAN
Technician no-showHighIn progressMR
Calendar viewSee follow-ups and deadlines

Available views and saved filters depend on your setup.

Ticket analytics

See the issues
slowing your team down.

Understand support demand, spot bottlenecks and see how your team is handling incoming requests. Use ticket data to find recurring issues and improve your support process.

Reporting across the whole business: Analytics & BI

FAQ

Ticketing, answered.

Something else on your mind?

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What is Wisemelon Ticketing?

Wisemelon Ticketing helps businesses organise customer support requests, assign ownership, track progress, coordinate teams, and manage issues through resolution.

Can customers raise tickets themselves?

Yes. Customers can submit requests through the support pages and forms you set up, and each submission can become a ticket your team can track.

Can I create a customised ticket submission page?

You can set up a customer-facing support page with your branding, the request categories you need and form fields that match your support process. The options available depend on your Wisemelon setup.

Can tickets be assigned automatically?

Tickets can be routed using the rules and criteria you configure, such as category or priority, so requests reach the appropriate team or agent.

Can I prioritise urgent tickets?

Yes. Every ticket carries a priority, so your team can see what needs attention first. Where configured, rules can also flag urgent requests or escalate tickets that are close to their deadline.

Can customers receive ticket updates?

Customer notifications and progress updates can be sent through the communication channels supported and configured for your ticket workflow.

Can I track response and resolution times?

Ticket reporting helps teams review response and resolution performance where those metrics are captured. SLA monitoring and overdue alerts depend on the capabilities enabled for your account.

Can different teams manage their own tickets?

Yes. Tickets can be organised around assignment, ownership, categories and team responsibilities, according to how you configure them.

Can I automate ticket follow-ups?

Configured automation can handle supported follow-ups, notifications and escalation conditions, so agents don’t have to track every pending request by hand.

Can I view tickets in different layouts?

Where supported, teams can use different ticket views, such as Kanban, List or Calendar, to organise requests around the way they work.

Is Ticketing suitable for different industries?

Yes. Wisemelon Ticketing is built for any business that needs to manage customer issues, service requests and support workflows.

Make support simple

Turn every support request
into a clear next step.

Organise customer issues, empower your support team and move every request toward resolution with Wisemelon Ticketing.

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