Automated Support Tickets
Ticketing without the typing. Raised, ranked, and routed out of the chat itself.
The customer has already explained the whole problem. The chatbot turns that into a proper record, grades how urgent it is, and hands it to whoever owns it. Before they close the tab.
3
Channels into one queue
0
Forms for the customer
Same day
Live on chat and email
Open
CB-4821
Order arrived with two items missing
Website chat · Arabic · High
CB-4824
Cannot log in to the customer portal
WhatsApp · English · Normal
In progress
CB-4816
Air conditioning service booked twice
WhatsApp · Arabic · Owner: Salim
CB-4809
Invoice shows last month's rate
Email · English · Owner: Maha
Resolved
CB-4798
Wrong delivery address on file
Website chat · Arabic · Closed in 3h
CB-4791
Refund not yet received
WhatsApp · English · Closed in 2d
Illustrative board · every ticket written from a real conversation
The support problem
Support should begin with a conversation, not a form.
The customer has already set out the whole problem, in their own words, in Arabic or English. A portal login and a page of form fields only make them say it a second time, and whoever picks the case up still starts with no context at all.
The chatbot was already in that conversation, so the record is written from it.
One conversation in, one owned ticket out.
Spotted mid-conversation
Chatbot.OM recognises a support issue while the customer is still typing: a double charge, a delivery that never arrived, an installation that failed. Nobody is asked to fill anything in.
Written up, graded, categorised
A clear summary in English or Arabic, the full transcript attached in whichever language the customer used, and a severity taken from what was actually said.
Handed to the owner
Billing to accounts, faults to the technical team, escalations to whoever is on duty, each one carrying its due date and its chase reminders.
Zero typing. Full history. Correct owner.
And once it is owned, somebody has to keep it moving. Smart Follow-Ups chases the assignee and updates the customer until the ticket reaches a confirmed ending.
Smart Follow-UpsEvery queue, owner and outcome on one board.
- Tickets raised from website chat, WhatsApp, and email
- Summaries generated in English or Arabic
- Routing to the right person by category
- Ticket categories that match how you actually work
- Status tracked from open to resolved
- Priority set from urgency and sentiment
- Due dates and reminders that chase themselves
- Assignment with a view of who is already loaded
- Notes and a full activity log on every ticket
- Tickets linked to the customer record in your CRM
- An intake form for walk-in and web requests
- Volumes, ages, and resolution times in reporting
Sized for the team you actually have.
Most businesses in Oman are not running a support floor. They are running four people who also do everything else. This keeps the queue ordered without adding a system anyone has to administer.
FAQ
The questions Omani teams ask us most often.
Do customers have to fill in a form?
No. The customer describes the problem in their own words, in the chat they were already in, and the record is built from that. The paperwork happens on our side rather than theirs.
Which channels create tickets?
Website chat, WhatsApp, and email, plus an intake form when you want one. Everything lands in one queue under one numbering scheme, so nothing is tracked in two places.
Can the tickets be in Arabic?
Yes. Summaries can be produced in Arabic or English no matter which language the conversation happened in, and the original transcript is always attached so nothing is lost in the write-up.
How does routing work?
You define the categories and their owners once: billing to accounts, maintenance to operations. The chatbot classifies each issue and assigns it, and anything ambiguous goes to a fallback owner rather than sitting unassigned.
Does it work with the helpdesk we already use?
It can run ticketing end to end, or push tickets into your existing helpdesk through our integrations. Small teams usually start with ours because there is nothing to buy or administer.
See integrationsWhat stops a ticket from going quiet?
Smart Follow-Ups. Once a ticket has an owner, it chases that owner on the schedule you set and keeps the customer informed, including when the work is going to take longer than first promised.
Smart Follow-UpsYour website is quiet. Fix that.
Give us your website and we will have Chatbot.OM reading it today. Your customer data stays inside Oman.
Oman Personal Data Protection Law compliant · Data never leaves the Sultanate