Support hours
A weekly schedule of when your team works. Without one, your AI working hours are used; otherwise targets run around the clock.
The default policy counts support hours only
Business tools · Tickets
Support tickets with clear deadlines, from your WhatsApp chats
Turn a customer’s request into a ticket with a number and a priority, and track the time left to first response and resolution, with automatic escalation on a breach.
In your account nowIn every workspace, from the sidebar → Tickets.
Inside live chat
Agents see the deadline while they type the reply
An SLA chip in the chat header shows the time left or how late it is, and the whole ticket sits in the customer profile next to the messages.
- Create a ticket from the chat with its type, priority and assignee.
- Change the status or priority without leaving the chat; timers are recalculated at once.
- Add an internal note for your colleagues; it never reaches the customer.
- The first reply you send is recorded automatically as on time or late.
SLA policies
Two targets per priority: first response, then resolution
Every workspace starts with a ready “Standard” policy. Edit it, or add up to 10 policies, each with its own targets.
| Priority | First response | Resolution |
|---|---|---|
| Urgent | 30 minutes (30 min) | 4 hours (240 min) |
| High | 1 hour (60 min) | 8 hours (480 min) |
| Normal | 4 hours (240 min) | 24 hours (1,440 min) |
| Low | 8 hours (480 min) | 48 hours (2,880 min) |
On hold pauses the clock
Waiting on something outside your team? Put the ticket “On hold” and the SLA clock stops until it comes back.
The timer shows “Paused”
Recalculated instantly
Raised the priority or switched the policy? Running timers are recalculated against the new targets.
Up to 10 SLA policies
Every request followed until it is solved
A complete help desk inside LetsBot, next to the conversations the requests came from.
A sequential number per ticket
Every request gets a number like #1042 that the customer and the agent can quote, and a type: Question, Problem, Request or Billing.
Up to 30 types of your own
Clear priority and status
Four priorities from Low to Urgent, and five statuses: Open, Pending, On hold, Resolved and Closed.
Higher priority, shorter target
Escalation on a breach
When a target is missed, the assigned agent is alerted, plus the policy’s escalation user and escalation team.
Or the ticket’s team when none is set
First reply tracked for you
Agents never stop a timer by hand; the first reply that reaches the customer is recorded as on time or late.
And shows in the ticket’s activity
Merge duplicate tickets
Customer opened two requests for the same problem? Merge them: one closes read-only and its activity and notes move over.
Find the target by number or subject
Internal notes
Tell your colleagues what you tried and what is missing, inside the ticket itself.
Never sent to the customer
Custom fields on a ticket
Up to 50 fields of 13 types: an order number, a branch, a purchase date or the colleague involved.
- Short text
- Long text
- Number
- Money amount
- Date
- Date and time
- Dropdown (one choice)
- Multiple choice
- Yes / No
- Link
- Phone number
- Team member
At the top of the Tickets page
Know how fast your team is, in numbers
Calculated from your own tickets. Search by ticket number, subject or customer name, and close several tickets at once.
SLA breached
open tickets that missed a target
What needs attention now, not at the end of the week.
Average first response
opened → first reply, last 30 days
How long a customer waits before hearing from your team.
Average resolution
opened → resolved, last 30 days
How long a problem takes until it is actually solved.
“Overdue SLA” view
every open ticket past its target
Start your day there, and close what is finished in one go.
Escalation alerts are push notifications to your team, not WhatsApp messages, so Meta does not bill them.
Customer notifications
Tell the customer their ticket number, if you want to
One message when a ticket is opened, another when it is resolved. Both are off by default, and turning either on asks for your confirmation.
- Within 24 hours of the customer’s last message, the notice goes as plain text.
- After that, only an approved template you pick, and only from an official WhatsApp number; otherwise it is skipped and the reason is logged on the ticket.
- It reaches the customer on WhatsApp (official or QR number) or website chat; e-mail and SMS contacts are skipped.
Since 1 October 2026 Meta may bill every message sent from an official WhatsApp number, ticket notices included, and a template outside the 24-hour window is a paid message. That is why notices stay off until you turn them on. How to lower WhatsApp message costs
From the customer’s message to a resolved ticket
-
Set your targets
Edit the “Standard” policy or add one for VIP customers, then set support hours and who gets escalations. The workspace owner does this.
Tickets → Ticket settings
-
Open the ticket from the chat
When a customer’s request needs follow-up, create the ticket from their profile with its type, priority and assignee.
Live chat → customer profile → Tickets
-
Watch the timers
The SLA chip in the chat header shows the time left, and the overdue view collects what slipped.
Tickets → Overdue SLA
-
Resolve and close
Move the status to “Resolved”, then “Closed”. Resolution time feeds the 30-day average.
Tickets → ticket → Status
Your team opens tickets itself; none are created automatically from messages. Ticket settings (policies, support hours and notifications) belong to the workspace owner. Then ask how satisfied the customer is once a ticket is resolved
MCP
Ask Claude or ChatGPT about your tickets
The LetsBot MCP server includes 6 ticket tools. Your assistant asks for confirmation before it creates a ticket or changes its status.
list_ticketsget_ticketcreate_ticketupdate_ticket_statusassign_ticketadd_ticket_note
LetsBot business tools
Tools that work together around each conversation
Each tool shows up in the customer profile inside live chat, so an agent sees the deal, task, ticket and appointment without leaving the conversation.
Deals & pipelineA Kanban board with amounts and a forecast
Tasks & remindersA task from any message, with a reminder
Tickets & SLANumbers, priorities and response targets
Customer satisfactionCSAT, NPS and CES surveys
Appointment bookingServices, staff and slots from the chat
Departments & routingHours, shifts and routing rules
Frequently asked questions
Are tickets available in my account now?
Yes. “Tickets” appears in the dashboard sidebar of every workspace, with a default SLA policy called “Standard” that you can edit in “Ticket settings”.
What are the default SLA targets?
First response, then resolution: Urgent 30 minutes and 4 hours, High 1 hour and 8 hours, Normal 4 hours and 24 hours, Low 8 hours and 48 hours. Only support hours are counted.
How are support hours set?
With a weekly schedule in “Ticket settings”. Without one, your AI working hours are used, and without those the targets run around the clock. Timers also pause while a ticket is “On hold”.
What happens when an SLA target is missed?
An alert goes to the agent assigned to the ticket, plus the escalation user and escalation team set on the policy (or the ticket’s team). The ticket also shows up in the “Overdue SLA” view.
Are tickets created automatically from customer messages?
No. Your team opens each ticket from the Tickets page, from the customer profile inside live chat or through the MCP server, so the list holds real requests that need follow-up.
Is the customer told when a ticket is opened or resolved?
Only if you turn it on; both options are off by default. Within 24 hours of the customer’s last message a plain text is sent; after that only an approved template you pick, from an official WhatsApp number, otherwise the notice is skipped and logged on the ticket. Meta may bill each WhatsApp message.
What happens when I merge two tickets?
The merged ticket is closed and becomes read-only, and all its activity and internal notes move to the ticket you picked. A merge cannot be undone.
Can I manage tickets from Claude or ChatGPT?
Yes. The LetsBot MCP server includes 6 ticket tools: list tickets, open one, create, change status, assign and add an internal note. Creating a ticket and changing its status ask for your confirmation first.
Never let a customer’s request slip without knowing
Start your free trial, connect a WhatsApp number and open your first ticket from your first conversation.