Support that sees the whole customer
Tickets, complaints and SLA workflows sit on the same record as the deal and the WhatsApp thread — so an agent opens a ticket already knowing the account's value and history.
People & Support · Tickets, complaints & SLA workflows
Support that can see the whole customer
Helpdesk software is usually the most isolated system a company runs. An agent opens a ticket and sees a subject line, an email address and a history of previous tickets — but not the open renewal, the quotation sent last week, or the fact that this account is the largest one in the region.
Dolfin360 Helpdesk puts tickets on the same record as everything else. The agent answering knows the account's value and its commercial state before they reply, and the account manager can see the support load before they walk into a renewal conversation. SLA timers, escalation rules and a unified customer view are the mechanics; the point is that nobody has to ask the customer to explain who they are.
Tickets on the customer record
The ticket sits beside the deal, the WhatsApp thread and the quotation — so context is read, not requested.
SLA timers and escalation
Response and resolution targets per priority, with escalation rules that fire before a breach rather than reporting one after.
Every channel, one queue
Email, WhatsApp, web form and social escalations arrive in the same queue with the same assignment and reporting.
A queue that reflects commercial reality
Priority, SLA state and account value visible before the reply.
The queue shows more than age and subject. Each ticket carries its SLA state, its priority and the commercial context of the account it belongs to, so triage is not purely first-in-first-out when it should not be.
Assignment works by rule — product area, language, named account — and reassignment keeps the full history. Internal notes let an agent pull in a specialist without the customer seeing a handover happen.
- 01SLA state in the queue — time to response and resolution, live
- 02Account context on the row — value and open commercial work
- 03Rule-based assignment — product area, language or named account
What is inside Helpdesk & Ticketing
Email, WhatsApp, web form and social escalations in one queue.
Response and resolution targets defined per priority.
Notify, reassign or re-prioritise before a target is breached.
Deals, threads, quotations and tickets on one record.
Pull in a specialist without a visible handover.
Every state change timestamped for review.
Escalation before the breach, not after
Timers, escalation rules and a resolution audit trail.
Each priority carries its own response and resolution targets. As a ticket approaches its threshold, escalation rules notify the right person, reassign, or raise the priority — the intervention happens while it can still change the outcome.
Every state change is recorded, so a post-incident review can reconstruct what happened and when, and a customer asking why something took four days gets an answer drawn from the record rather than from recollection.
- 01Per-priority targets — distinct response and resolution SLAs
- 02Pre-breach escalation — notify, reassign or raise priority
- 03Full audit trail — every state change timestamped
From complaint to closed loop
Arrive
A ticket lands from any channel and matches an existing customer record.
Triage
Priority and SLA are set; assignment rules route it to the right agent.
Resolve
The agent works with full commercial context and internal specialist input.
Review
Resolution is audited and the history stays on the account for the next conversation.
What context is worth
Platform facts and published rates — not customer-measured outcomes.
“Our agents used to answer blind. Seeing the open renewal next to the ticket changed how the first reply gets written.”
Give support the whole customer
Try Helpdesk & Ticketing free for 14 days on your existing CRM data.
Helpdesk & Ticketing questions
Email, WhatsApp, web form and escalations from the social engagement inbox all arrive in the same queue with the same assignment rules, SLA policies and reporting.
Each priority carries its own response and resolution targets. As a ticket approaches a threshold, escalation rules notify, reassign or raise the priority — the intervention happens before the breach rather than being reported after it.
The whole customer: open deals, the last quotation, WhatsApp history and previous tickets, because they are all on the same record. Nobody has to ask the customer to explain who they are.
Try Helpdesk & Ticketing free for 14 days
No credit card. It shares data with every other module the moment you turn it on.