Ticketing & SLA
Every issue,
tracked to the end.
Some questions need more than one reply. Turn them into tickets with an owner, a priority and a deadline, and keep the customer informed until it is solved.
Tickets from any channel · SLA timers · Escalation · Status updates
Nothing falls through
Every issue that needs follow-up gets a ticket, an owner and a due time.
Deadlines you can see
SLA timers show what is due next, so the team works on the right thing first.
Customers stay informed
Status changes can be sent back on the channel the customer used.
From conversation to ticket
Open a ticket
right from the chat.
When a conversation needs follow-up, turn it into a ticket on the spot. The history, contact and channel come with it, so whoever picks it up has the full story.
SLA
See what is due
before it is late.
Every ticket carries its own timers. The queue sorts itself by what is due next, and escalation kicks in before a target is missed, not after.
Capabilities
Built for issues that take more than one reply.
Everything a support team needs to own a problem until it is solved.
Ticket from any channel
WhatsApp, Instagram, email or live chat, in one queue.
Categories and priority
Classify tickets so they reach the right team at the right urgency.
SLA timers
Countdowns for first response and resolution on every ticket.
Assignment rules
Route tickets by category, priority or customer.
Internal notes
Mention a colleague and keep the discussion on the ticket.
Activity log
Every status change, reassignment and reply, with who and when.
SLA reports
Breaches, resolution times and backlog by team and category.
Webhooks and API
Sync tickets with the tools your other teams already use.
Keep everyone in the loop
Customers know.
Colleagues know.
Customers hear about progress on the channel they used. Behind the scenes, teams talk in notes and pass tickets along without starting over.
Getting started
Set up ticketing in an afternoon.
Start with the issues your team already follows up on by hand.
-
1
Set your categories
List the kinds of issue you handle, like refunds, delivery or technical.
-
2
Define your SLAs
Choose response and resolution targets, and your business hours.
-
3
Route to teams
Decide which team owns each category and priority.
-
4
Start resolving
Open tickets from conversations and watch the queue by due time.
Common questions.
What is the difference between a conversation and a ticket?
A conversation is the chat itself. A ticket tracks an issue that needs follow-up, with an owner, a priority and a deadline. Many conversations are answered on the spot and never need one.
Can one ticket cover several conversations?
Yes. If a customer writes again about the same issue, the new conversation can be linked to the existing ticket instead of opening another.
How do SLA timers handle nights and weekends?
Timers count only your business hours. Outside them they pause, so a message on Saturday night is measured from Monday morning.
Do customers see internal notes?
No. Notes stay inside beeoneten. The customer only receives messages your team sends, or status updates you choose to send.
Can other teams work on tickets without handling chats?
Yes. Roles can give a team access to tickets without access to every conversation, so finance or logistics can resolve their part.
Show us the issues
that slip through.
We will set up categories and SLA targets for them during the demo, using your own channels.
Local team in Indonesia · Onboarding support included