Customer Requests

Record customers' questions, inquiries and complaints, assign an owner, track the response deadline (SLA) and record the resolution.

The “🎫 Customer requests” section shows each customer request's number, customer, category, priority, status, assignee and response deadline. The cards at the top show open requests, requests past their response deadline, unassigned requests and requests resolved this month.

Settings → Case SLA → “Default assignee by category”: when a case is created without an assignee (including from Telegram and WhatsApp), the assignee of its category is set automatically.

Recording a new customer request

Click “+ New case”.

Enter the “Subject *” and “Customer *”. If needed, select the “Requested by”.

Select the “Category”, “Priority” and “Channel” (phone, email, WhatsApp, meeting, other).

Assign an “Assignee”. If “Resolution due” is left empty, the date is set automatically based on priority.

If needed, select a “Project”, write the customer's question in “Description” and click “Save”.

Working on a customer request

Open the request.

In the “💬 Conversation and history” section, write an internal note or the work done and click “Add”. This note is not sent to the customer.

To email the customer, click “📧 Write to the customer”.

Change the status from the list at the top: new, in progress, waiting for customer, resolved, closed.

When you select “resolved”, enter the “Resolution *” in the window that opens and click “Save”.

SLA and rules

If no response deadline is given, it is calculated from the priority: urgent 1 day, high 2 days, medium 5 days, low 10 days.

When the first comment is written, the “First response” time is recorded and a “new” request automatically moves to “in progress”.

On the day the response deadline ends and once it has passed, the assignee (or the creator, if there is no assignee) receives a reminder. An overdue request is marked “Overdue”.

When a request is assigned, the assignee is notified; when a comment is written, the assignee and creator are notified. When the request is resolved, the person who recorded it is informed.

A request cannot move to “resolved” without a resolution.

A seller can only edit requests where they are the assignee or creator. Deleting requires the “Cases — Delete” permission. When a request is deleted, its entire conversation is also deleted.

SLA is counted in hours: each priority has a “first response” and a “resolution” time (Settings → Request SLA; default: urgent 1/24, high 4/48, medium 8/120, low 24/240 hours). First response — the first comment or email. While the status is “Waiting for customer reply”, the resolution clock stops; the pause is added to the target when it resumes. The card shows both targets with time left or delay; the list shows a “first response overdue” badge. If you set a due date manually, the resolution target is the end of that day and is not changed when the priority changes.

You can upload a document to a request or attach an existing customer document from a list (“+ Attach an existing customer document”) — no need to type its number. If an email has several versions of the same document, the “latest” is marked. After an email is sent, you are offered to choose the status; if the recipient address is not on the card, this is noted in the thread.

Use the filters: “Open”, “👤 Mine”, “⚠️ Overdue”, “Not assigned”, “Resolved”, “All”. In the search box, you can search by number, subject or customer name.