WhatsApp ticketing system: Track and handle customer conversations [June 2024]

Jun 12, 2024
min read
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Keeping up with customer needs is no easy task, from answering a wide range of questions to problem-solving when things go wrong. But without a solution to manage WhatsApp and other channels, that workload can quickly become downright impossible to manage.

A WhatsApp ticketing system transforms your customer service team’s to-do list and allows you to offer the excellent experience your customers have come to expect from you.

In this article, we’ll cover what you need to know about WhatsApp ticketing systems, the benefits of using one, and how you can get started in just a few minutes.

What is a WhatsApp ticketing system?

A WhatsApp ticketing system is a tool that allows customer service and sales teams to manage, process, and catalog customer requests via WhatsApp.

Whether your customers are just browsing and want to know more about your products or have questions about their orders, they need your support. And they expect to receive helpful answers in a timely manner. As their requests pile up, your team needs a centralised place to keep track of the conversations and ensure everyone receives a response — this is where a ticketing system comes in. 

With WhatsApp’s status as the most popular messaging app in the world, it’s a channel your customers likely want to use to contact you. A WhatsApp ticketing system enables your team to receive and manage customer service requests directly through WhatsApp. From there, you can keep track of new messages, review customer history, and assign conversations to your team.

What are the benefits of using a WhatsApp-based ticketing system?

A WhatsApp ticketing system allows brands to put their best foot forward with customers in every conversation. Here are just a few of the benefits of using a customer engagement platform like Trengo as a WhatsApp ticket system, to manage your conversations from WhatsApp and other channels.

1. Manage WhatsApp Business tickets with multiple users

For customer service and sales teams, collaboration is the key to getting things done. A shared system lets everyone work together to address customer requests so that nothing gets missed along the way. The right solution improves collaboration and productivity so that everyone wins — you and your customers.

When you use a WhatsApp ticketing system, multiple users can manage all WhatsApp Business tickets using their own devices. They can also see what conversations are assigned to them to stay on top of their workload.

Assign conversations to team members
Example of a ticket system WhatsApp. Assign conversations to team members and review what’s on your plate

When you use Trengo for WhatsApp ticketing, you gain access to even more features to help your team work better. Ensure that every customer concern gets addressed by either manually assigning conversations or automatically assigning through round-robin logic. 

Plus, collaborate more effectively with the help of tagging capabilities. If you have a question for a teammate about a customer’s order history, you can message them internally within Trengo for better, more efficient interactions.

📚 Related: Learn how Ferryscanner handled a 700% increase in customer queries with Trengo.

2. Automate repetitive tasks

Without a WhatsApp ticketing system to help you address customer messages, every task is manual. You might be able to keep up when things are slow, but when business picks up and your inbox gets full, you won’t be able to stay on top of every message.

The beauty of WhatsApp ticketing with a tool like Trengo is that you can completely streamline the repetitive tasks that quickly become overwhelming through automation. Automating tasks leads to a better customer experience by reducing response times for customers and saving time for your team. 

You can even offer self-service options so customers don’t have to wait for your team for straightforward requests.

Set automatic greetings to acknowledge customers’ messages and let them know when they can expect a response from your team. Then, take the conversation further by setting rules that automatically label or assign messages to the right team based on certain keywords.

Rules in Trengo
Label messages to stay organised or send conversations to a specific team

Quick replies are another way to simplify WhatsApp ticketing for your team. When responding to messages, Trengo’s quick replies let you select from a menu of messages commonly sent to customers, shaving seconds off each interaction. (And those seconds add up fast!) Not only do quick replies save time, but they ensure your team stays on brand and consistent.

With Trengo, you can also simplify and automate sending shipping updates, order confirmations, and appointment reminders — all via WhatsApp and all with the least possible burden on your team.

3. Build WhatsApp chatbots to answer FAQs

In addition to automating tasks, a WhatsApp-based ticketing system lets you recruit chatbots to serve as an extension of your team. Chatbots can help take simple questions and tasks off your customer service team’s hands — plus, customers can get answers to their questions faster. 

Set up keywords in your WhatsApp Business ticketing system that indicate customers are asking frequently asked questions — about topics like shipping costs or store hours — and automate the chatbot’s responses. Include multiple variations to train the chatbot as thoroughly as possible to answer customers. 

Use flowbots to guide customers toward what they’re looking for. Set up multiple-choice options that help narrow down the search, then send them to the selection that suits them best.

Flowbots in Trengo
Flowbots help customers find more product information by offering useful options to direct their search

Chatbots help streamline the WhatsApp ticketing workflow for your customers and your team alike.

4. Get in-depth insights

Without the aid of a WhatsApp ticketing system, analysing your WhatsApp ticket or conversations to understand your team’s performance and your customer satisfaction is almost impossible. You would need to manually review every conversation to even begin to understand common topics and how many messages your team handles each day.

But with a WhatsApp-based ticketing system, all of that changes. Trengo lets you gather in-depth WhatsApp insights and analytics that shed light on response and resolution times, ongoing conversation volume, topics being discussed, and more.

Customer Satisfaction report with WhatsApp Analytics
Keep an eye on your customer satisfaction with WhatsApp analytics

Don’t just wonder about how your customer experience stacks up — look at the numbers and learn for yourself. Then, take action to keep improving that customer experience.

📚 Related: Learn how Trengo's ticketing system with WhatsApp integration helped Volero reduce their customer service response time.

How to set up a WhatsApp Business ticketing system 

Ready to get started with a WhatsApp Business ticketing system? Here’s what you need to know first.

WhatsApp Business offers an app for smaller teams and the API for larger teams. If you want to take your WhatsApp customer service to the next level with a ticketing system, only the API will let you tap into all of the benefits we’ve shared here. 

💡Learn more about the difference between the app and API here.

After you get set up with the API, diving in with WhatsApp ticketing is easy. Follow these steps to get started with the WhatsApp Business API — you’ll be ready to start using a WhatsApp ticketing system in ten minutes. 

  1. Start your free 14-day trial with Trengo.
  2. Head over to settings > WhatsApp Business.
  3. Select “Connect your number.” Carefully review the information that pops up. 
  4. Click “Get started.”
  5. Create a Facebook Business account if you don’t already have one. (If you do, you can move on to the next step!)
  6. Review the requirements for your WhatsApp Business API phone number, ensuring that your number meets the specifications. Check the box to confirm that it does. (If your number doesn’t meet the requirements, please reach out to the Trengo customer support team by emailing support@trengo.com.)
  7. Next, you need to connect your Facebook account and create a WhatsApp Business account. To complete this step, you’ll need the name of your company and the address of your business.
  8. Click “Continue with Facebook.”
  9. By this step, the name of your account and your number should be automatically filled in. Ensure that this information is listed correctly before moving on — if so, click “Next.” 
  10. Head to https://business.facebook.com/ and log in with your Facebook account. 
  11. Navigate to “Security Center” and click “Start verification.” (Don’t see this option? Your account may already be verified.)

Now, you’re all set. Once the verification process is complete, you’re free to use the WhatsApp Business API and take advantage of the many benefits of a ticketing solution.

Build stronger relationships on WhatsApp

To offer incredible WhatsApp customer service, you need a solution that can support your team, streamline their workflow, and meet customer needs. Trengo lets you connect with your customers through WhatsApp in real time — all from one platform. 

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