When a problem can't be solved in the chat, CarpeDesk turns it into a ticket with an owner and a clock: routed to the right person, tracked against your service targets, and answered on WhatsApp.
Triage, first response and resolution targets per priority, counted in working hours or days against your business hours and holidays. Rows are ordered by the clock that runs out first, and a hold pauses every clock.
Ordered routing rules on category, product and priority: to a person, the product's Ops PIC, round robin, or a triager. A test panel shows every rule's verdict.
Create a ticket from a Team Inbox session, and reply to the worker on WhatsApp from the ticket itself.
Departments, members and cover, triage on or off, service policies, statuses, categories and auto-close are all configuration. A sentence at the top of each department reads the setup back in plain words.
Staff-only notes on a surface that cannot be mistaken for a reply, @mentions that notify, and every change on the ticket with who and when. Merge duplicates and reopen with a fresh clock.
Created, resolved and overdue; service-target attainment by department and priority; backlog by age; CSV export.
Every pillar shares the same sign-in, the same people and the same record of each worker.
We'll walk you through it with your own departments, roles and data, and show how it works with the rest of CarpeOS.
