Multi-channel
Email intake, live chat, WhatsApp, Telegram, public forms, and customer portal — one workflow for every channel.
Ticketing system
Support across all channels — email, chat, WhatsApp, Telegram & portal
Professional customer service needs structure. The ticketing system consolidates enquiries from email, live chat, WhatsApp, Telegram, web forms, and customer portal, assigns them to departments and agents — with SLA escalation, text snippets, macros, and time tracking.
Your benefits
What you achieve with Ticketing system — also available as a standalone module.
SLA & escalation
Define response and resolution times, monitor deadlines, and escalate breaches automatically.
Productivity
Text snippets, macros, and recommended workflows speed up handling — consistently across the team.
Time tracking
Document support effort directly on the ticket — traceable for reporting and billing.
Included features & plugins
Enable only what you need — granular activation for every feature.
Support tickets with departments, status workflows, priority, and agent assignment — from intake through handling to resolution, including history and customer link.
Automatically create tickets from incoming emails and send replies from the system — support stays in the ticket without switching channels.
Customer portal for ticket overview, status, and replies — your customers see progress and can follow up without calling.
Embed public ticket forms on your website — enquiries land directly in the system, optionally per department and with spam protection.
Live chat on the website — chats are processed as tickets, including history and team assignment.
Connect WhatsApp as a support channel — incoming messages are automatically mapped to tickets and handled in your usual workflow.
Use Telegram as a support channel — messenger enquiries appear structured in the ticket system without parallel tools.
Define SLA times for response and resolution, monitor deadlines, and escalate on breach — measurable service quality.
Reusable text snippets for common replies — respond faster while staying consistent as a team.
Macros for recurring ticket actions — e.g. set status, assign, and reply in one step.
Recommended workflows per ticket type — the system guides agents step by step through the ideal handling process.
Record working time directly on the ticket — document effort, analyse it, and bill it when needed.
Ideal for: Businesses with customer service — from IT support to helpdesks in trades, retail, and services.
All core modules
my-websuite grows with your business — combine modules as your needs evolve.
Discover more modules
Browse all core modules and find the right combination for your business.