WhatsApp Support Tickets Logged in Your CRM
A WhatsApp support ticket is a customer problem reported on WhatsApp that has to be tracked until it is fixed. AeroChat collects the details, checks for an open ticket, creates one in your CRM or helpdesk (HubSpot, EngageBay, Vtiger, SuiteCRM or Freshsales) and gives the customer a reference. When they ask for an update later, it reads the ticket status and tells them.
What happens today
Problems reported on WhatsApp sit in the chat. Someone copies them into the ticketing system when they have time, often with half the details, and the customer is asked for their account number twice.
When the customer asks for an update, the person on WhatsApp has to find the ticket and chase the colleague who owns it.
How it runs on WhatsApp
- A customer reports a problem on WhatsApp.
- AeroChat tries to solve it from your knowledge base first, for example with setup steps or a known fix.
- If that does not solve it, it finds the customer in your CRM by phone number, or by email or account number when the phone number is not available.
- It checks for an open ticket on the same issue, so it does not create a duplicate.
- It creates the ticket with the category, priority, description and conversation summary, and gives the customer the ticket number.
- When the customer asks for an update, it reads the ticket status and the latest note and replies. Urgent issues go straight to your support team in the AeroChat inbox.
The recipe
Copy this into AeroChat
When a customer reports a problem on WhatsApp, follow these steps.
- Try to solve it from our knowledge base. If the steps fix it, stop here.
- Find the contact in HubSpot by phone number. If there is no phone number, ask for their email or account number.
- Check for an open ticket for this contact. If one exists for the same problem, add their new message to it as a note and give them that ticket number.
- If not, ask for the product, what happened and when, and create a ticket in the Support pipeline (example) with priority Medium (example), the category, and a three-line summary.
- Send them the ticket number and say when the team usually replies, within one working day (example).
- If they ask about an existing ticket, read its status and last note and tell them.
- If the problem stops their business from working, set priority High (example) and hand the conversation to the support team.
Do not promise a fix date unless it is written on the ticket. Reply in the customer’s language.
Use your own pipeline, priorities and response time. In Vtiger and SuiteCRM the ticket is a case, in Freshsales it is a task on the contact.
Connect the systems behind it
- HubSpot: creates and reads tickets in your support pipeline, linked to the contact.
- EngageBay: logs helpdesk tickets and returns their status when the customer asks.
- Vtiger: creates help desk tickets against the contact and organisation.
- SuiteCRM: opens cases with the conversation summary and reads their state.
- Freshsales: adds the issue as a task on the contact for your team to follow up.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What it costs on WhatsApp
Customers reporting problems costs nothing. AeroChat’s replies in the 24-hour customer service window, including status updates the customer asks for, are service messages: free up to 1,000 a month per business phone number and then charged per message. Telling a customer their ticket is resolved after the window has closed needs an approved utility template, charged per message. Rates vary by country and are set in Meta’s rate cards. AeroChat passes Meta’s WhatsApp fees through at cost. Answering status questions in one reply from the ticket, instead of several messages while a person checks, now saves money.
Also on Instagram, Messenger, TikTok and web chat
Tickets are created the same way from Instagram, Messenger, web chat and email, so every report is in one system. The same workflow runs on Instagram, Facebook Messenger, TikTok (direct messages and TikTok Shop buyer chat), Telegram, the chat on your website and email, with the same connections behind it. You describe it once and switch on the channels you use.
Who uses it
B2B businesses with account customers use it most, for order, delivery and invoice problems. See B2B suppliers and their sales rep handover workflow.
Questions
Can I create support tickets from WhatsApp?
Yes. AeroChat creates tickets in your CRM or helpdesk from the WhatsApp conversation, with the customer linked and a summary attached.
Can customers check their ticket status on WhatsApp?
Yes. They ask in the chat, AeroChat reads the ticket and replies with its status and latest update.
What does it cost to notify a customer that a ticket is closed?
Within 24 hours of the customer’s last message it is a service reply, free up to 1,000 a month per business number. After that it needs an approved template, charged per message. Rates vary by country.
Which plan do I need?
Workflows via Skills are on every plan, Free included. Starter gives 500 AI responses and 3 seats. Growth gives 2,000 AI responses and 10 seats, and adds payment links and broadcasts. Advanced gives 5,000 AI responses and 25 seats.
Log every WhatsApp problem as a ticket
Connect your CRM, set your pipeline and priorities in the recipe, and report a test problem from your own phone.
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On Shopify? Install AeroChat from the Shopify App Store.
Related: human handover and team inbox and complaint handling.