Tasks & Tickets

A customer writes: My order hasn't arrived. An employee clicks Create Ticket on that chat. The ticket stays with the conversation: Ticket #WM-1024 for John, category Delivery, priority High, assigned to Alex, status Open. Status moves from Open to Assigned, In Progress, Waiting for Customer, Resolved, and Closed. Each ticket can hold the conversation, an SLA, internal notes, attachments, a related order, a related invoice, and a resolution. High priority means a response within 30 minutes, so WatMark shows 18 minutes remaining or SLA breached. Internal notes are visible only to employees. The same Tasks area still tracks follow-ups on a shared board, and the ticket view shows open tickets, high priority, SLA breached, waiting on the customer, and resolved today.

• Create a ticket from the WhatsApp conversation
• Status, priority, assignee, SLA, order, invoice, and attachments
• Employee-only notes, plus open, breached, and resolved counts