Scroll through a support team's morning: twelve open channels, one complaint that turns into three — and the moment everything becomes a single ticket.
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WhatsApp, Instagram, email, and phone. Each tab one customer, each customer one version of the truth.
Hi! Has my order #8830 arrived?
I bought yesterday and nothing has arrived…
Still waiting for the invoice for order 8830.
The WhatsApp message arrives and the assistant already sees two open tickets for this customer. It connects the conversation to the ticket, merges the duplicate emails, and the story is one thread. No assistant on the channel? Then the menu simply asks: “You have two open tickets — continue one?”
WhatsApp: “Hi! Has my order #8830 arrived?”
Assistant: conversation connected to ticket #4417
Email: attached invoice-8830.pdf
Assistant: duplicate email threads merged
Aurora Bakery has asked about order 8830 three times. I suggest confirming the tracking, resending the invoice, and offering a coupon for the delay.cita: Based on 4 previous tickets from this customer
Perfect. Sent with a 10% coupon. Edited by Marina · 10:54
