Features
A help desk where every conversation is a ticket
Comments, private messages, website chats, WhatsApp and email land in one desk. Each gets a number, a state, a priority, a type and an owner, so nothing is answered twice and nothing is forgotten.
Get startedFrom Starter, with the inbox. Private messages from Pro, WhatsApp on Agency.
From the first message to solved
- 1
It arrives as a ticket
A number per brand (#1042), how it came in, and who it is from, whatever the channel.
- 2
Someone owns it
Assign it to a teammate or a team, add followers, set a priority, a type and a due date.
- 3
It moves through states
Open, waiting on the customer, on hold, solved, closed. A customer’s reply opens it again.
- 4
Its story stays
Every change, message, note and rule that ran, in the ticket’s history.
What a ticket holds
Everything here is in the desk today, on the website and in the mobile app.
- States
- Open, Waiting on customer, On hold, Solved and Closed, with closing after a number of days solved.
- Priority and type
- Low, Normal, High or Urgent; Question, Problem, Incident or Task.
- Owner and followers
- One person or a team owns it; followers are told what happens without owning it.
- Merge and link
- Merge two tickets from the same customer, or link related ones.
- Views
- A view for each state, and your own saved views with their counts.
- How it came in
- The customer first, a proactive message, the team, email or the request form, plus the chatbot’s path and what the AI agent did.
- History
- Who changed what and when, people and teams named so it still reads after they leave.
- Bulk changes
- Pick many tickets and change the state, priority, assignee or tags at once.
Included with the inbox
Tickets come with the inbox from Starter, for comments, website chats and email. Pro adds private messages, teams, service targets, time automations and ticket fields; Agency adds WhatsApp, Enterprise single sign-on.
Questions
Which channels become tickets?
Comments, mentions and reviews from the networks that share them, website chats and email from Starter; private messages on Facebook, Instagram, Telegram and others from Pro; WhatsApp on Agency.
Can a customer reopen a ticket?
Yes. A reply to a solved ticket opens it again, until it is closed.
Do we lose our social media tools?
No. The help desk sits beside planning, publishing and analytics, in the same workspace and with the same team.
Is there a mobile app?
Yes. Tickets, their states and service targets are in the Hivenza app for iPhone and Android.
Does it handle calls?
Customers can call your WhatsApp Business number and the team answers in the inbox, on Enterprise. Hivenza has no phone lines or IVR.
Give every conversation a ticket today
