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Omnichannel

Helpdesk Ticketing System

Simplify customer support with Ochats’ helpdesk ticketing system. Manage queries, automate workflows, and boost team efficiency. Start for free now!

Streamline Your Support with oChats

In today’s fast-paced digital landscape, customer expectations have never been higher. When a customer reaches out with a problem, they expect a swift, accurate, and personalized response. However, as your business grows, relying on shared email inboxes, sticky notes, or disjointed communication apps quickly becomes a recipe for disaster. Tickets fall through the cracks, response times plummet, and your support agents suffer from unnecessary burnout.

This is where the oChats Helpdesk Ticketing System transforms your operations. We have built a robust, intuitive, and highly scalable platform designed to simplify customer support, centralize your communications, and empower your team to deliver world-class service without the traditional overhead.

Whether you are a small business looking to upgrade from a cluttered Gmail inbox or a scaling enterprise tired of clunky, outdated enterprise software, oChats is engineered to help you manage queries, automate tedious workflows, and boost team efficiency across the board.

The Hidden Costs of Poor Ticket Management

Before diving into the solution, it is crucial to understand the problem. Many businesses delay implementing a dedicated helpdesk ticketing system because they fear the transition will be too complex or too expensive. But what is the actual cost of not having one?

Lost Accountability

When multiple team members monitor a standard email inbox, the "bystander effect" takes over. Everyone assumes someone else is handling the customer's issue, leading to unacknowledged emails and angry clients.

Zero Context or History

Without a centralized system, if a support agent goes on leave, their knowledge leaves with them. When a customer follows up, a new agent has to ask the customer to repeat their entire issue—a guaranteed way to cause frustration.

No Meaningful Metrics

How fast is your team responding? What are the most common complaints? Without data, you cannot optimize. You are flying blind, unable to justify budget increases or identify areas where your product needs improvement.

Agent Collision

Two agents inadvertently replying to the same customer query at the exact same time makes your brand look uncoordinated and unprofessional.

oChats eliminates these pain points entirely.

Join 1000+ successful organizations

Trusted by brands

Time Saved

hours saved per month

Resolution Time

minutes per customer

Response Time

second per customer

NPS Score

times

*Based on our best client benchmarks

Unlock the Benefits of Support Ticketing System for Your Business

Use Tag As Your Ticketing System

You can create your own tag label to manage all your customers & prospect. You can treat this tag management as your support ticketing system.

More Professional

The WhatsApp button provides a more professional outlook to your visitors and customers which increase their confidence in your products and/or services.

Better User Experience

With the WhatsApp button inserted into WhatsApp messages, your visitors and customers will have a better user experience when they chat with your business on WhatsApp.

Core Features: How oChats Transforms Customer Support

Our helpdesk ticketing system is built around one core philosophy: Support should be effortless for the customer and intuitive for the agent. Here is how we make that happen:

Unified Multi-Channel Inbox

Customers want to contact you on their terms whether that is via email, live chat, WhatsApp, or social media. oChats consolidates every customer interaction into a single, unified dashboard. Your agents no longer need to switch between five different tabs to resolve issues. Every message becomes a trackable ticket.

Intelligent Ticket Routing and Automation

Stop manually assigning tickets. With oChats, you can set up custom automation rules based on keywords, sender priority, or specific channels. For eg, if a ticket contains the word "billing" or "invoice," the system automatically routes it to your finance department and assigns it a "High Priority" status. This drastically reduces triage time and ensures the right expert handles the query immediately.

Agent Collision Detection

Never send duplicate replies again. oChats provides real-time visibility into who is viewing and typing a response to a ticket. If Agent A is currently working on Ticket #1042, Agent B will see a visual indicator, allowing them to move on to the next task without duplicating efforts.

Canned Responses & Knowledge Base Integration

Your agents likely answer the same ten questions every single day. oChats allows you to create a library of pre-written, customizable canned responses. With just a few clicks, agents can insert detailed troubleshooting steps, policy explanations, or links to your self-service knowledge base, reducing response times from minutes to seconds.

Comprehensive Audit Trails and Ticket History

Every single action taken on a ticket is logged. You can see when the ticket was opened, who viewed it, internal notes left by other agents, and the full communication timeline. If an issue is escalated from Tier 1 support to a Tier 2 engineer, the engineer has 100% of the context required to solve the problem without asking the customer a single redundant question.

Advanced Analytics and Reporting

Stop guessing and start measuring. Ochats provides built-in reporting dashboards that track vital metrics such as First Response Time (FRT), Average Resolution Time, Customer Satisfaction (CSAT) Scores & Individual Agent Performance. You can use our reporting tools to identify recurring product issues. If you notice a 30% spike in tickets regarding a specific feature, you can escalate that data directly to your product or development team.

Wait! There are more functions!

Yes, REALLY! More functions to make your life easier!

Team Inbox

Broadcast Messages

Multiple Team Members Access

CRM System

Workflow Automation

Brand Management System

Analytics

Automated Message Notification

Team Inbox

Broadcast Messages

Multiple Team Members Access

CRM System

Workflow Automation

Brand Management System

Analytics

Automated Message Notification

Message Module

1 contact, 1 story

1 contact contains every message, email, web chat & internal discussion. All functionalities are built for you to manage your story well.

Merge contact

Merge the same contact across different messaging apps for better management. Keeping every contact clean and organized.

Transfer a conversation to another team member

Enable your team to quickly transfer the conversation from 1 person to another and leave an internal note for reference purposes.

Add a custom tag

Manage every contact easily by inserting custom tags. Never miss any follow-up anymore.

Broadcast Module

Broadcast messages with 100% delivery rate

Send PROMOTIONAL MESSAGES with WhatsApp API provides a 100% delivery rate & instantaneous delivery.

Create marketing campaign

Enable your team to launch and schedule any marketing easily. Your team can even include the button in the WhatsApp message to improve the clickthrough rate of your marketing campaign.

Personalized broadcast

Allow your team to send personalized marketing messages to increase marketing engagement.

Reach right people

Send highly personalized messages to targeted prospects and customers to the right messaging app.

Optimize by channel

Leverage the unique traits of each channel. Make the most of every message with features like mixed media, templates and tags.

Workspace Module

1 Platform, Unlimited Companies

Manage all incoming messages under your companies and brands using a single platform.

Managing all companies can be very expensive. We believe in providing real value to all businesses at an affordable rate. That’s why we have decided to provide unlimited workspaces for any businesses to manage all companies in 1 platform. Super convenient!

Don’t worry! Every workspace has its own unique contact module, message module, user permission module and more.

Contacts Module

1 Platform, Unlimited
Contacts From Different Messaging Apps

Never worry about expensive charges because of the high volume of contacts.

Contact channels

Every contact will be saved with the source of channels it comes from. Everything will be properly documented for your convenience.

Merge contacts

2 conversations of the same person from different messaging apps can be merged so your team can have an organized conversation and contact information from 1 person.

Custom contacts field

Create any contact field easily. Having a custom contact book designed specifically only for you.

Workflow Module

Autoreply messages with workflow automation

Build a rule-based CHATBOT to free up your team’s time

Menu-based chatbot

Build a 24/7 chatbot by using automated rules created within workflow automation.

Chat routing

Route every conversation to correct pre-assigned team members efficiently & accurately.

Tag contact automatically

Tag every contact with a specific tag. These tags can be used for filtering all conversations easier in the Contact module.

Qualify leads automatically

Stop wasting time to qualify your leads one by one. Automate it by using workflow automation.

Admin Module

Supervisor Dashboard with Helicopter View

Save your time juggling from 1 messaging app after another. Have a Helicopter View with oChats.io.

Connect All Messaging Apps in 1 Platform

Never miss any lead anymore

1 Messaging Platform & Access By Everyone

No more switching between teams, and messaging apps.

All Channels, 1 Platform.

Why Choose oChats Over Legacy Systems?

The market is filled with legacy helpdesk software that feels like it was designed in the early 2000s. They are notorious for being bloated, difficult to navigate, and incredibly expensive. We built Ochats to be the exact opposite.

Feature/Aspect	Traditional Legacy Helpdesks	oChats Helpdesk Ticketing System
User Interface (UI)	Clunky, gray, and requires weeks of training to understand.	Modern, clean, and intuitive. Your team can learn it in an afternoon.
Setup Time	Weeks of onboarding and complex configuration.	Deployed and ready to use in hours.
Pricing Structure	Nickel-and-dimes you for basic features like reporting or portals.	Transparent, flat-rate pricing with no hidden fees.
Customer Experience	Forces customers to log into rigid portals to get help.	Seamless integration. Customers just reply to emails or chats naturally.

Step-by-Step: How oChats Works

Transitioning to oChats is entirely painless. Here is what your new workflow will look like:

Step 1

Capture

A customer sends a message (via email, WhatsApp, or website widget).

Step 2

Convert

oChats instantly converts that message into a ticket and assigns it a unique tracking ID.

Step 3

Route

Automated rules instantly tag the ticket (e.g., "Tech Support", "Sales") and assign it to the appropriate team member.

Step 4

Collaborate

Agents can use internal tags to leave private notes for other team members without the customer seeing them.

Step 5

Resolve

The agent replies directly from the oChats dashboard. The customer receives the reply natively in their email or chat app.

Step 6

Analyze

Once the ticket is closed, the data is fed into your analytics dashboard to help you track team efficiency.

Simple & Straightforward Sign Up Process

Support Ticketing System

Step 1

Step 2

Integration

Connect & integrate to your desired channels from oChats dashboard

Step 3

Chat

You are ready to go! Start chatting away with your visitors and customers. Manage multiple communication channels in 1 platform.

Let's Go To The Future

What happens after you adopt this structure?

Manage everything at scale

You can invite any number of employees to manage and reply to thousands of inquiries at scale easily. No more missing out on any potential leads which could contribute to your actual sales!

Sync Across Device

Available in iOS & Android

Download mobile app now

Enterprise Security Protection

Your data hosts at Amazon Web Service

Data Secured

Your data is secured by AWS data protection protocol. AWS data protection services provide encryption and key management and threat detection that continuously monitors and protects your accounts and workloads.

AWS Threat Detection & Continuous Monitoring

AWS identifies threats by continuously monitoring the network activity and account behavior that might harm your data

AWS Compliance & Data Privacy

AWS gives you a comprehensive view of your compliance status and continuously monitors your environment using automated compliance checks based on the AWS best practices and industry standards your organization follows.

SSL Encryption

oChats data is encrypted both when it is sent to and from our servers as well as it rests.

Permission Access

oChats lets you decide who can access to your platform. You can also assign the level of access a person can access

Watch oChats.io In Action

Video demo

Frequent Asked Questions

Why do customers often hate ticketing systems, and how does oChats fix this?

We designed our system to remain invisible to the customer. They don’t have to log into a frustrating portal to check their status. They simply send an email or a WhatsApp message, and they get an email or WhatsApp message back. The interface remains warm and conversational on their end, while giving your team all the heavy-duty tracking and triage tools on the back end.

Does oChats require custom coding to set up shared inboxes and routing?

Absolutely not. oChats is a true out-of-the-box solution. Setting up a shared inbox takes less than five minutes. Our workflow automations use a simple “If This, Then That” visual builder. No coding experience is required.

How does oChats handle ticket history and agent turnover?

oChats acts as your company’s institutional memory. Every ticket is securely archived with its complete communication history, internal notes, and file attachments. If an agent goes on vacation or leaves the company, another agent can pick up their tickets immediately, read the history, and continue supporting the customer without missing a beat.

Are reporting features locked behind expensive enterprise tiers?

We believe data is essential for teams of all sizes. oChats includes comprehensive reporting and analytics right out of the box, allowing you to track bottlenecks and agent performance without arbitrary upcharges.

Can customers simply email us to create a ticket?

Yes! Email-to-ticket creation is a native, seamless feature in oChats. A customer simply shoots an email to your designated support address, and our system automatically parses it, creates the ticket, grabs the user’s information, and places it into the queue. It is the easiest way to ensure 100% user adoption.

What is the pricing for oChats?

You can find out this information on our pricing page.

Ready to Streamline Your Support?

Stop letting bad software slow your business down. Your team deserves tools that make their jobs easier, and your customers deserve support that is fast, accurate, and human.

Simplify customer support with oChats’ helpdesk ticketing system. Manage queries, automate workflows, and boost team efficiency starting today.