Grow and run
Tickets beside the sale
After the sale, customers still call. Gandiv puts support tickets on the same customer record as calls and deals, so nobody asks the customer to repeat their story.
Shared inbox
Calls, WhatsApp, email and forms become tickets
SLA timers
First response and resolution targets with breach alerts
Canned replies
Saved answers with customer fields merged in
Ticket inbox
Every complaint in one queue
A missed call, a WhatsApp message, an email or a portal form can all become a ticket linked to the customer. Support staff see priority, category and age at a glance, and the person who sold the product can see what is open on their account.
- Tickets from every channel
- Priority and category
- Linked to the customer
Tickets from every channel
Priority and category
Linked to the customer
SLA timers
Promise response times and keep them
Set targets for first response and resolution by priority and working hours. Timers count only inside business hours, turn amber before the limit and red after. Breaches alert the team lead and can push the ticket to a senior agent automatically.
- Business-hours aware
- Warning before breach
- Auto-escalation
Business-hours aware
Warning before breach
Auto-escalation
Canned replies
Answer common questions in seconds
Save replies for refunds, delivery status, invoice copies or installation visits, with the customer's name and order merged in. Replies go out on WhatsApp or email from the ticket, and the conversation stays in one thread for the next agent.
- Merge customer fields
- Reply from the ticket
- One thread per issue
Merge customer fields
Reply from the ticket
One thread per issue
Assignment
Route by category, language, product
Tickets can be assigned by category, product or customer language, with round-robin inside a team. Agents set their availability, and a ticket nobody picks up moves on instead of waiting. Managers see load per agent in real time.
- Rules by category
- Language matching
- Load per agent
Rules by category
Language matching
Load per agent
Sales context
Support that knows the deal
While answering a ticket, the agent sees the quote, payments, previous calls and notes for that customer. A complaint raised by a high-value account can be flagged for the owner, and an upsell chance spotted in support goes back to sales as a task.
- Quotes and payments visible
- Flag key accounts
- Upsell task to sales
Quotes and payments visible
Flag key accounts
Upsell task to sales
Reports
See what keeps breaking
Reports show tickets by category, resolution time, SLA breaches and agent performance. Rating after closure tells you whether customers were satisfied. Repeated issues on one product become visible, so fixes happen upstream.
- Category trends
- SLA breach report
- Rating after close
Category trends
SLA breach report
Rating after close
How it works
- 1
Set categories and SLAs
Define ticket categories, priorities, working hours and response targets.
- 2
Connect channels
Let missed calls, WhatsApp, email and portal forms create tickets.
- 3
Work the queue
Reply with saved answers, escalate on breach and close with a rating request.
Frequently asked questions
Is this a separate product from the CRM?
No. Tickets live on the same customer record as leads, calls and payments, and use the same users, roles and reports.
Can customers raise tickets themselves?
Yes, through the customer portal, a form, WhatsApp or email, depending on what you switch on.
Do SLA timers respect holidays?
You set working hours and holidays for the timers. Time outside them does not count.
Can one ticket involve several people?
Yes. You can assign an owner, add collaborators, leave internal notes and transfer to another team.
Can I measure customer satisfaction?
A rating request can be sent on closure, and scores appear in reports by agent and category.
See Gandiv on your own leads
Start free, or book a short demo and we will set it up with your pipeline.