Support: how messages become tickets

Support works on every connected channel: WhatsApp, Messenger, Instagram messages and comments, Facebook comments, X mentions and messages, TikTok, YouTube and LinkedIn comments, Google reviews, Telegram, website chat and e-mail. Choose which channels are watched in Settings > Support.

1. Every message is read

Each new message, comment, mention or review is read in its own language (all ten app languages and Filipino). Rules find what it is — Support request, Complaint, Question, Sales lead, Praise, Spam or Other — and its sentiment, urgency and topic, and write a one-line summary. Words such as "refund", "not working", "complaint" or شكوى count, and so do your own words from Settings > Support. A Google review of 1 or 2 stars is a complaint.

Only when the rules are not sure is the message sent to the AI. Each such message counts as one AI use on your plan; switch Use AI when the rules are not sure off to use rules only, at no AI cost. YouTube comments and Google Business Profile reviews and questions are never sent to the AI here: only the rules read them.

2. A hint in the Inbox, or a ticket

• By default no ticket opens by itself. A complaint, a support request, anything urgent, or a 1- or 2-star review shows a line above the conversation in the Inbox: Looks like a complaint or Looks like a support request, with a Make support ticket button. Praise and spam never do.
• To file any conversation yourself, open it in the Inbox (/app/inbox), press ⋯ in the conversation header (or the menu of one customer message) and choose Make support ticket. Check Subject, Category and Priority (filled in from what was detected), keep or untick Send the customer an acknowledgement, and press Make support ticket. The message says Ticket SUP-… made, and the conversation shows On ticket SUP-…. Anyone who can reply in the Inbox can do this.
• To let tickets open by themselves, choose Create tickets automatically in Settings > Support: Only clear complaints on public comments and reviews, or All detected support requests.
• Mail from your own team (a member of the workspace, or an address on your mailbox's own company domain) never opens a ticket by itself.
• A bot's talk to a person hand-over does not open a ticket. Bots open tickets only with their ticket step, or a hand-over set to file a request.
• A new message from the same person joins their open ticket. Within the days set under Days a new message joins the same ticket it also reopens a resolved ticket (a plain "thank you" does not).

Each ticket gets a reference such as SUP-2026-001234 (your prefix, the year and the number), the channel, the link to the comment or review, the category, a priority from the urgency, and its first-reply and resolve times. The team is notified (New ticket #…).

3. The customer is answered at once

(For Make support ticket, only when Send the customer an acknowledgement is ticked.)

• A message: "Thank you, we received your request. Your reference is SUP-…. Our team will contact you within 4 hours." in the customer's language, with your response time.
• A comment: a short public reply such as "We're sorry to hear this. We've sent you a private message so we can help.", and a private message with the reference where the platform allows it (Facebook and Instagram). Elsewhere the public reply asks the customer to send a private message. The public reply never contains the reference or any personal details.
• WhatsApp: inside 24 hours of the customer's message a normal reply goes out; outside it only your approved template for ticket updates (Requests → Settings), otherwise the timeline says why nothing was sent.
• No more than one automatic public reply per comment thread a day, and at most 30 an hour per workspace.

You can switch the acknowledgement off per channel, and write your own texts per language, in Settings > Support. Every attempt is on the ticket's timeline.

4. Follow-up

• Reminders: the person it is assigned to (or Owners, Admins, Editors and Agents) is notified 30 minutes before the first reply is due, and again when it is late.
• Escalation: the first matching escalation rule raises the priority, assigns someone and notifies Owners and Admins. By default a negative and urgent message is escalated, and so is a ticket whose first-reply time is broken.
• Waiting on customer: after the days you set, the customer is told the ticket is closed and that they can reply to reopen it.
• Satisfaction: one hour after Resolved, the customer is asked to reply with a number from 1 to 5. The answer is shown on the ticket and in Analytics.

The support bot

The Customer support & tickets bot opens a ticket and tells the customer its reference, can take a photo of the problem, and answers "check my ticket SUP-…" with the ticket's status — only for that customer's own tickets.