If your support team tracks complaints in an internal WhatsApp group or a spreadsheet, you know the scene: a customer calls for the third time about the same problem, and the agent has no idea who took it first or where it stands. A help desk ticketing system fixes exactly that: every issue becomes a ticket with a number, an owner, a status and a deadline, and nobody can forget it.
Klamna's ticketing is not a separate product. It is part of an Arabic CRM that already holds calls, WhatsApp and e-mail, so tickets open from the place the customer complained.
The life of a ticket
Follow one complaint, say an online store order that arrived incomplete:
- Intake: the customer writes on WhatsApp, calls or e-mails. The agent opens a ticket from the chat or call in one click, linked to the customer record.
- Classify: issue type (shipping, payment, product) and priority (normal, high, urgent).
- Assign: to a person or a team; the owner gets a notification.
- Timer starts: the SLA policy for that priority sets first-response and resolution targets.
- Work it: internal notes and tasks when another team must help.
- Pause: waiting for a photo from the customer? Set "waiting on customer" and the timer stops.
- Resolve and close: the agent closes the ticket and the customer can rate the service.
Every step is visible on the customer record, so whoever takes the next call knows the whole story.
Support SLAs: a clear commitment
An SLA is the time you commit to respond or resolve. In Klamna you create SLA policies per priority, for example urgent, high and normal, each with its own first-response and resolution targets that you set to match your team's capacity. Timers count business hours only, respecting your working days and holidays, and pause while you wait for the customer. Our support SLA guide explains how to choose realistic targets.
Automatic escalation
When a ticket nears or breaches its SLA, it escalates through steps you define: a reminder to the owner, then the team leader, then a manager. Each step runs once per ticket, so managers are not flooded with repeat alerts. Notifications appear in the in-app bell.
Tickets from every channel
Customers often start with a call, continue on WhatsApp and send a document by e-mail. Klamna brings it together:
- Calls from the cloud call center land on the customer record.
- WhatsApp, Messenger, Instagram, Telegram and website chat share one omnichannel inbox.
- E-mail through the e-mail channel with your company mailboxes in the same inbox.
The interface is fully Arabic (right-to-left) or English, per user.
Assignment and permissions
Not everyone should see every ticket. Set permissions per role: agents see their own tickets, team leaders see their team's, managers see everything. This matters when you have branches or a complaints team separate from technical support.
Satisfaction and reporting
- A CSAT survey after calls and chats, with results in reports.
- Ticket reports in the report builder: tickets by type, team or status, SLA breaches, and scheduled reports by e-mail.
New to measuring satisfaction? Read the CSAT guide.
Examples by business
- Shipping and delivery: ticket types such as late, damaged or wrongly collected shipments go to operations while the customer follows up on WhatsApp.
- Online store: exchanges, returns and missing items, with high priority for orders not yet delivered.
- Home services: each maintenance request is a ticket with technician notes and a follow-up task.
The rule is the same everywhere: few clear ticket types, an understood priority, and one owner per ticket at any time.
Common mistakes
- Too many priorities: three or four levels are enough.
- SLAs faster than your team can deliver: every ticket turns "late" and alerts lose meaning.
- Closing without confirming: check with the customer that the issue is really solved.
- Skipping working hours and holidays: define them first so timers are fair.
Get started
Built for customer service centers, shipping companies, online stores and any support team. Choose your package on the pricing page and start a free trial, or talk to our team for a demo on your own cases.
Last updated: