MoraselA WhatsApp ticketing system that gives every message an owner
The moment a message arrives, it becomes a ticket with an owner, a priority, a status, and a history — reachable from a shared inbox on the web and on the iOS and Android apps.
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What breaks when WhatsApp support runs without tickets
A chat app was not built to track ownership. Without a ticket behind every message, requests slip between agents, priority is guessed, and no one can say what happened to a conversation from last week.
- Two agents both start replying to the same customer, unaware the other already has
- A request sits unclaimed until someone happens to scroll past it
- An urgent complaint and a routine question sit at the same priority, because nothing marks the difference
- A customer asks about a message from last week, and no one can pull up what was said or decided
What the ticket holds
One ticket per inbound conversation, carrying the facts a team needs to work it and hand it off cleanly.
- Owner
- The agent currently responsible for the ticket, visible to the whole team.
- Priority
- Set by staff so urgent requests are worked before routine ones.
- Status
- Open, waiting on the customer, or resolved — the same value everyone sees.
- History
- Every message, assignment, and status change on the ticket, in order.
- Channel
- The WhatsApp number the conversation came in on.
- Customer
- Name, phone number, and language, linked to every past conversation with them.
What happens from message to ticket
The same sequence runs for every inbound WhatsApp message.
A message arrives on WhatsApp
A customer writes in — a question, a complaint, or a request — on a number your team already uses.
A ticket opens with an owner and a priority
The message becomes tracked work with a status, instead of an unread chat waiting to be noticed.
The agent works from the shared inbox
Web or mobile, on iOS or Android, the same ticket queue shows what needs a reply and who owns it.
Assignment or handoff keeps the thread
Ownership can move to another agent or team without losing the thread the customer is already in.
The resolution is logged to history
Closing the ticket keeps its full record, which is what support analytics reads later.
What a ticketed conversation looks like
One thread, one owner, a status the whole team can see.
What the team sees
Every open message is a ticket in a queue, not a chat waiting to be remembered.
- A ticket queue showing owner, priority, and status for every open conversation, on web and on the iOS and Android apps
- Assignment and handoff that move ownership without breaking the customer's thread
- A full history — every message, assignment, and status change — on each ticket
- The FAQ assistant answers configured questions and hands off to a person when a ticket needs one
- Support analytics — response time, resolution time, and volume by topic and agent — built from the same ticket history
What this does not do
A ticket is not an autonomous resolution. The FAQ assistant answers what it's configured to answer and hands off the rest to a person; a person still owns every ticket that needs a decision. This is a WhatsApp ticketing system, not an omnichannel helpdesk — voice, email, and social messages are not part of it.
Give every WhatsApp message an owner
Start free and turn every inbound message into a ticket with an owner, a priority, and a status your whole team can see.
WhatsApp ticketing questions
Does every WhatsApp message really become a ticket?
Yes — every inbound message opens or updates a ticket with an owner, a priority, a status, and a history, so nothing sits as an unread chat.
Does the whole team share one ticket queue?
Yes — one queue serves the whole workspace, and a ticket carries the same owner, priority and status to whoever opens it, on web or mobile.
What happens when a ticket is handed off?
Ownership moves to another agent or team, and the customer stays in the same thread — nothing about the conversation resets.
Can an automated reply close a ticket without a person?
No — it answers configured topics and hands off to a person for anything else; a person still owns the ticket.
Can I see how long tickets take to resolve?
Yes — support analytics reads response time, resolution time, and volume by topic and agent from the same ticket history.
Is WhatsApp ticketing charged per ticket?
No — Morasel does not meter tickets. WhatsApp ticketing runs on your Morasel subscription — Core $49, Pro $99, Max $199, Enterprise on request, with a 14-day free trial and no card required.