Know how support is doing, at a glance.
Targets met, backlog, reopen and escalation rates, and reply times down to the slowest tickets, by channel, team or person. Then ask customers how it went, on WhatsApp, the moment their ticket closes.
Running customer conversations for WhatsApp-first businesses
Is support keeping up? One screen says.
Filter by channel and group the tickets any way you need. Sample numbers, so you can try it.
The average hides your slowest replies.
Each dot is one ticket’s first reply. Switch between the numbers the dashboard shows.
2 of 40 customers waited longer than the line. Orange dots are the ones to look at.
Asked where they already are. Answered in one tap.
When a ticket closes, the survey goes out on WhatsApp after the delay you choose. The score and any comment are saved on the ticket.
- RESOLVEDTicket #4821 resolved by Mercy A.Resolution code: Solved
- SURVEYSurvey sent on WhatsAppTemplate · sent 1 hour after closing
- RATINGRated 5 / 5Read from her reply
- FEEDBACKComment saved with the ratingShows under Recent Feedback
The score, and the reason behind it.
“Fixed before lunch even with the outage. Mercy kept me updated.”
“Invoice corrected the same day.”
“Technician came three hours late and didn’t call.”
Insights & satisfaction questions.
What managers ask before they rely on the numbers.
Ask ACT, running on this site, or bring last month’s numbers to a 20-minute Workflow Review.
Ticket volume, backlog, targets met, reopen and escalation rates, tickets at risk, breaches, and first-reply and resolution times as an average, a median (P50) and P95. You can filter by channel and group by category, priority, status, assignee or channel.
A few very slow tickets pull the average up, so it hides what most customers experience. The median shows the typical wait; P95 shows how long the slowest 1 in 20 waited.
Turn on “send on close” and choose a delay. When a ticket is closed, the survey goes out on WhatsApp as an approved template or as a WhatsApp Flow, and the reply is saved against the ticket.
A score from 1 to 5. Nautix reads the number from the customer’s reply, keeps any comment with it, and shows the average score and recent feedback on the dashboard.
Group the dashboard by assignee to see each person’s numbers, or by category or channel to see where tickets come from and where targets slip.
See the whole picture and hear from every customer.
Tell us what you report on today. We’ll set up the dashboard views and the WhatsApp survey to match.