WhatsApp ticketing: handle several issues without losing the thread

In brief

Are your WhatsApp exchanges turning into a headache whenever you have to handle several topics in parallel with the same customer? Keep the best of WhatsApp and deliver premium customer support with peace of mind, thanks to FIXEE’s WhatsApp multi-ticketing. The result: +30% customer satisfaction and 100% of your WhatsApp conversations sorted by topic into tickets.

What our customers tell us

• “WhatsApp is really convenient, but traceability quickly becomes a mess.”
• “We have key accounts running a whole machine fleet. We talk to them every day about different topics.”
• “All that knowledge sits in WhatsApp. It doesn’t sit with you.”

One customer, several topics: the customer gets lost, and the hotliner has to piece the puzzle back together

You are a support technician. You regularly chat on WhatsApp with the maintenance manager who runs several sites for a strategic account.

While you are diagnosing one machine, they ask where the retrofit planning stands on another. A few messages later, they report an alarm on a third one.

But in WhatsApp, every exchange stays bundled into a single conversation. Each new message raises the same question: which topic does it refer to? Which machine are we talking about? Does this photo relate to the ongoing diagnosis or to a new breakdown? What has already been done on each piece of equipment?

Your customer gets lost in hundreds of messages in their WhatsApp thread. On your side, you have several topics filed under a single ticket. It quickly becomes unmanageable.

When cases get mixed up, the consequences turn critical

• Wasted time: the hotliner rebuilds context instead of focusing on the diagnosis.
• Weakened service continuity: a colleague cannot pick up a case quickly if they have to re-read the whole conversation to tell the machines apart.
• A degraded customer experience: the maintenance manager gets lost in their WhatsApp thread, repeats information, follows up and starts doubting their requests were even registered.
• Less reliable traceability: actions, decisions and resolutions can end up attached to the wrong context.
• Reports that are painful to write: with several topics running in parallel in the same WhatsApp conversation, finding the information needed to document each case becomes a nightmare.
• Lost knowledge: if each case is not clearly isolated, its resolution is hard to reuse on the next intervention.

FIXEE brings multi-ticketing to WhatsApp customer support

FIXEE now lets a single customer have several tickets open simultaneously on WhatsApp, simply and smoothly.

The maintenance manager keeps one simple, familiar point of contact. They can call on the technical hotline at the pace of the problems arising across their fleet.

With WhatsApp multi-ticketing, your exchanges with a strategic account are traced and filed by topic. You keep the fluidity of WhatsApp to move several problems forward in parallel, without sacrificing intervention traceability or the value of the knowledge their resolution produces. That is exactly the promise of making WhatsApp professional for customer support, now extended to handling several cases at once.

Careful not to confuse two neighbouring needs: multi-stakeholder ticketing brings several contacts into a single ticket, whereas WhatsApp multi-ticketing opens several distinct tickets with a single contact. The two combine within FIXEE’s semi-automated ticketing.

Results

• Less cognitive load: neither the customer nor the hotliner has to juggle several intertwined problems mentally.
• More handling capacity: several interventions progress in parallel.
• A better customer experience: the customer sees clearly across their different exchanges with your support team on WhatsApp.
• Better continuity: every colleague finds the relevant context in the right place.
• More reliable traceability: each problem keeps its own history, actions and resolution.
• Usable documentation: each ticket produces its own report thanks to automated after-sales service intervention report generation.
• Lasting capitalization: each resolution automatically enriches knowledge in the Resolved Cases Base.

"A customer service team should never have to choose between the fluidity of WhatsApp and the rigour of proper follow-up. With WhatsApp multi-ticketing, our customers deliver the best support, on their end customers' preferred channel, with impeccable professional tracking."

Key features

• Opening several tickets: a Requester creates several tickets from their WhatsApp thread with Customer Support, and a Hotliner opens and runs several tickets in parallel with the same Requester on WhatsApp.
• Level 1 handled by Askia Client: your AI assistant pre-qualifies every request and handles the repetitive ones.
• Interactive video support: the Hotliner starts a video assistance session from any of the ongoing tickets.
• Automatic translation of WhatsApp exchanges.
• Multi-stakeholder within multi-ticketing: several contacts can be involved in each of the open tickets.
• One report per intervention, generated automatically.
• Feeding the Resolved Cases Base with every closed ticket.

Availability

• General availability: 6 August 2026.
• Pricing: optional add-on.

FAQ