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Client and investor · Support

A client’s problem can’t live in a chat.

Every issue arrives with a priority, a category and a status, gets tracked in a list or a board, and when real work is needed it becomes a project task in one click.

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Every ticket carries a link to the conversation it came from. Nobody copies anything by hand.

WONDA’s support module is your clients’ help desk inside the same operation. A ticket usually starts from an inbox conversation, carries a code, client, priority (urgent, high, medium or low), category and status (open, in progress, waiting, resolved or closed), and becomes a projects task when it needs work. All ticket activity is recorded and linked to the client record.

Direct answer block · GEO
01What it solves

An issue without a code doesn’t exist.

Anything with no number, priority or status gets resolved from memory, and memory gets tired.

Job 01 · Record

“I mentioned it on WhatsApp last week.”

When an issue lives in a messaging thread, it sinks under the new messages and resurfaces when the client gets annoyed. From an inbox conversation you open a ticket with a code, client, priority and category, and the conversation stays linked. The thread remains; so does the issue.

A ticket with code, client, category and priority from minute oneA two-way link with the conversation that started itSix categories: general, bug, improvement, billing, onboarding and other
Two and a half hours, and the whole trail stays on the client record.
Job 02 · Tracking

Five states, and none of them is “I think it got fixed”.

Open, in progress, waiting, resolved and closed. The state changes from the list itself without opening the ticket, or by dragging the card between columns if you prefer the board. Resolved and closed group separately so they don’t clutter the live queue. The queue tells the truth all the time.

A grouped list and a five-column board, with the same informationSorted by priority, then by status, then by dateFour priorities, each with its agreed response window
These are resolution windows. The commercial first reply stays under 5 minutes.
Job 03 · Execution

From complaint to task with an owner

A ticket that needs work becomes a project task in one click, and shows up as a chip under “linked tasks”. It stops being a floating complaint: it’s work with an owner and a date, on the same board the team already watches.

Job 04 · Context

Who is actually complaining

The ticket links to the client and the contact, so whoever handles it sees the deal stage, what they bill and the last conversation before replying. A client worth $42,000 a year shouldn’t have to introduce themselves every time they write.

02The difference

Who does what, from day 1.

This isn’t a feature you learn to use: it’s work that stops being yours, with an explicit split of responsibilities.

Split of responsibilities · SupportIn force from day 1 of operation
The agent

Collects and classifies

  • Opens the ticket from the conversation with nobody copying anything
  • Brings the client record next to the issue
  • Logs every status change with author and time
  • Remembers the tickets that have been waiting for days
Your team

Resolves and closes

  • Sets the real priority, which isn’t always the one the client asks for
  • Decides what becomes a project task
  • Confirms it is fixed before closing it
  • Writes the reply when an explanation is owed
The WONDA team

Orders and reviews

  • Defines the categories and response windows for the business
  • Reviews the queue weekly and flags what is getting stuck
  • Turns into an SOP anything that happens three times
  • Reports on support status in the monthly report
03What it works with

Support doesn’t start here.

These are the modules that back it up most, and the channels it comes in and goes out through.

Sibling module

Omnichannel inbox

Where almost every ticket starts, with no copy-paste.

See module Sibling module

Projects

Where a ticket that needs real work ends up.

See module Sibling module

Client portal

Where the client sees the status of their own things without writing to anyone.

See module
Web boardWhatsApp BusinessEmailClient portal
Two partners going over numbers at a desk by the window
The issue

A client writes “it’s not working”and from there it leaves a trail.

Priority, category and status from the first message. If real work is needed, the issue becomes a project task in one click and the client sees the progress in their portal.

04Where it shines

Where one badly handled issue costs the account.

Consulting session with a client team in a glass-walled loungeSolution

Immediate response

The issue gets logged the same minute it is raised.

See the solution
Boutique hotel room in warm lightIndustry

Hospitality

A room complaint can’t wait for the shift change.

See the industry
Financial professional on a call in her officeIndustry

Financial services

Issues with a paper trail, which is what an audit asks for.

See the industry
05Typical scenario

The numbers of a real operation.

Real estate manager · 4 accounts

Eight open tickets, and none of them lives in someone’s head.

Issues arrived by WhatsApp on the partner’s phone and were resolved from memory. The desk was opened: eight tickets, one urgent, three converted into project tasks. The most visible difference wasn’t speed — it was that arguments about whether something had been reported stopped happening.

See cases Calculate yours
The change, measured
Tickets formally recorded0 → 8
Converted into a task with an owner3
Active urgent tickets1
Issues reported and lost—
Illustrative scenario built from WONDA's operating patterns. Published cases, with audited figures, are added under cases.
Frequently asked

What people ask about support.

Does the client see the ticket?

They see the status of their own things in the client portal. The support desk is the internal view, with the real priority and the team’s notes, which isn’t always for showing.

Does the AI answer the tickets?

Not today. The AI handles the conversation in the inbox and the ticket comes out of it, but your team works the ticket. We prefer saying that plainly rather than promising automatic triage that isn’t there yet.

Can support be run on a board?

Yes, there’s a five-column drag-and-drop board and a grouped list. Same information, two ways of looking at it; pick whichever suits the team’s habits.

What about things that keep repeating?

When an issue shows up three times it stops being a ticket and becomes a procedure: it gets written as an SOP in the operations module and the team stops improvising the answer.

Are there committed response windows?

Yes, by priority: urgent within 4 hours, high within 24, medium within 72 and low within 120. Those are the team’s working windows, separate from the commercial first-reply guarantee, which is under 5 minutes.

Where does the problem a client reported on Tuesday live today?

The diagnostic reviews how issues arrive, who tracks them and how many were closed without anyone confirming they were fixed.

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