SLA policies & escalation
Per-priority response and resolution targets. Approaching-breach tickets escalate to supervisors automatically.
Tickets, SLA, queues — support jo kabhi girta nahi.
Chats scroll away; tickets don't. Sendvise Helpdesk turns any conversation — WhatsApp, SMS, email, or call — into a trackable ticket with priority, SLA timer, and owner. Queues and skill-based routing put every ticket in front of the right agent, escalations fire before SLAs breach, and everything syncs two-way with Zoho Desk if that's your system of record.
Auto-create tickets from keywords, sentiment, or agent action — across WhatsApp, SMS, email, and calls.
Tickets flow to the right queue by language, product, or plan tier. SLA timers start counting immediately.
Escalations fire before breach. CSAT surveys go out on close. Dashboards show resolution time by agent and queue.
Per-priority response and resolution targets. Approaching-breach tickets escalate to supervisors automatically.
Language, product, and plan-tier based queues. Round-robin or load-balanced assignment with capacity limits.
Tickets, statuses, and replies sync both ways — support team works where they're comfortable, data stays consistent.
One-tap satisfaction surveys fire on ticket close via WhatsApp — response rates 4–5× email surveys.
See how this feature is used in your sector.
Tickets, SLAs, queues, and CSAT — layered on the channels your customers already use.