A queue that answers with a rule, not with whoever is nearest.
Email, WhatsApp, webchat, and the portal all become tickets with an owner, a priority, and an SLA clock. The knowledge base answers the repeat questions so the queue only holds what needs a person.
Tickets from every channel land in one queue with an owner, an SLA clock, and a history. The knowledge base sits next to it so agents answer from approved material instead of memory.
Automation is explicit: trigger rules and their actions are visible in the admin screen, and each run is recorded so a rule that stops matching can be found.
- 4Ways a ticket can arrive: email, WhatsApp, webchat, self-service portal
- 1Queue with priority and SLA per rule, not per habit
- 24/7Self-service portal open while the desk is closed
Every channel becomes a ticket with the same fields.
Inbound email, a WhatsApp message, a webchat session, or a portal submission all create a ticket with the same structure: requester, category, priority, owner, and history. Nothing lives only in a personal inbox.
- Ticket types, statuses, and priorities as reference data
- Merge duplicates and link related tickets to the same requester
- Reply from the ticket; the answer goes back out through the original channel
| # | Subjek | SLA |
|---|---|---|
| 1841 | Gagal login aplikasi | 2 jam |
| 1842 | Permintaan reset kata sandi | Selesai |
| 1843 | Invoice belum diterima | Hari ini |
The clock starts when the ticket arrives, and it is visible.
SLA policies attach per priority and per category, with first-response and resolution targets. Automation rules assign, escalate, and notify before the target is missed, and the rule that fired is written on the ticket.
- First response and resolution targets per priority
- Escalation when a target is about to be missed
- Automation rules for assignment, tagging, and notification
The answer that already exists is the cheapest ticket.
Articles are written once, organised per category, and used in two places: the agent inserts them into a reply, and the portal shows them to the requester before the ticket is submitted.
- Articles per category, searchable by the agent and by the requester
- Insert an article into a reply without leaving the ticket
- Portal self-service that closes the question before a ticket exists
What the helpdesk covers
Multi-channel intake
Email, WhatsApp, webchat, and portal into one queue.
SLA policies
Targets per priority and category with escalation.
Automation
Assignment, tagging, and notifications by rule.
Knowledge base
Articles for agents and for requester self-service.
Portal
Requesters submit and follow their own tickets.
Quality review
Sampling and scoring of tickets per agent.
How the desk gets honest
Point email and WhatsApp at the ticket queue, not at a person.
The fields reporting depends on.
What first response and resolution mean for this team.
Write down the ten answers the desk repeats daily.
Questions desks ask first
Does this replace our support email?
The mailbox is connected to the ticket queue; the address stays the same.
Can requesters reply by email?
Yes. Replies are threaded onto the ticket as long as the reference is kept.
Can we measure SLA per customer tier?
Yes. SLA policies attach per priority and category, and tiers can be modelled as categories.
Is the knowledge base visible to customers?
Only the articles you publish to the portal; the internal ones stay internal.
Measure what your support desk actually does.
We start from your current ticket history: volume per channel, response time, and the questions that repeat most.