Customer service
that sees the
full picture.
Tickets are created from any channel - a phone call, a WhatsApp message, a live chat - and tracked to resolution on a single timeline. Your agents stop asking customers to repeat themselves.
Why switch
Customer service that is connected to everything
No standalone helpdesks. No disconnected tickets. No missing context.
Tickets Without Context Are Just Queues
The moment an agent opens a ticket, they see every call, chat, text, deal, and previous ticket - all on a single timeline. No detective work. No asking customers to start from the beginning.
Every Channel, One Ticket System
Customers call on Monday, text on Tuesday, and WhatsApp on Wednesday - all about the same issue. In Hipcall, it is one ticket with the full history from every channel.
No Separate Tool Required
Your team already handles calls, SMS, WhatsApp, and live chat in Hipcall. Adding customer service does not mean adding another application. Same inbox. Same interface.
Features
Everything your helpdesk needs
Ticket Creation from Any Channel
Create tickets from phone calls, WhatsApp messages, live chats, SMS texts, or manually. Every ticket is linked to a contact record with full conversation history.
Ticket Assignment
Assign tickets to agents manually or use automatic routing rules based on department, skill, priority, or round-robin. Supervisors can reassign at any time.
Priority and Status Management
Set ticket priority - low, normal, high, urgent - and track status through custom stages. Filter and sort by any field.
Internal Notes and Collaboration
Add private notes to tickets that only your team can see. Tag colleagues, share context during handoffs, and collaborate on complex issues.
Article Management
Create, organise, and publish help articles with a rich text editor. Group articles into categories. Add images, videos, and code snippets.
Customer-Facing Portal
Publish a branded knowledge base that customers can search before submitting a ticket. Reduce repetitive questions. Free your agents for conversations that matter.
Internal Knowledge Base
Create agent-only articles with troubleshooting guides, escalation procedures, and policy references. New agents ramp up faster.
Article Suggestions
When an agent opens a ticket, relevant knowledge base articles are suggested based on the ticket content. One click inserts a link or summary into the reply.
SLA Policies
Define response time and resolution time targets by priority level, customer tier, or ticket category. Hipcall tracks every ticket against its SLA.
SLA Breach Alerts
Get notified when a ticket is approaching or has breached its SLA target. Escalate automatically to a supervisor or reassign to an available agent.
Ticket Reports
Track ticket volume, resolution times, first response times, agent performance, and SLA compliance. Filter by date range, agent, department, or priority.
Customer Satisfaction
Send a satisfaction survey when a ticket is resolved. Track CSAT scores by agent, department, and ticket category. Identify trends early.
Ticket Rules
Create rules that trigger automatically - assign tickets by keyword, set priority by customer tier, send acknowledgement replies, or escalate overdue tickets.
Webhooks
Trigger actions when ticket events occur - a ticket created, a status changed, an SLA breached. Send data to your own systems for custom automation.
API Access
Create, update, and query tickets programmatically through the Hipcall API. Build custom integrations, sync with external systems, or automate workflows.
Integration Marketplace
Connect your helpdesk to Slack, Google Chat, Telegram, and other tools. Get notified in real time when important tickets need attention.
Trusted by 3,000+ companies
3,207+
Companies worldwide
96%
SLA compliance rate
4.7/5
Average CSAT score
40%
Fewer repeat contacts
Use Cases
Built for how your team resolves issues
Multi-Channel Support
A customer calls with a billing question. The agent creates a ticket. Next day, the customer sends a WhatsApp asking for an update. The agent sees the open ticket, call recording, and billing history - all on one screen.
SLA Compliance
Enterprise clients require two-hour first response. Hipcall tracks every ticket against its SLA. Approaching breach? The system alerts the supervisor and can reassign automatically. No spreadsheets.
Knowledge Base Deflection
A customer visits your support page with a common question. Your knowledge base surfaces the answer before they submit a ticket. Ticket volume drops. Agent workload decreases.
New Agent Onboarding
A new agent opens their first ticket and sees the customer's full history. The internal knowledge base shows the troubleshooting guide. Article suggestions appear automatically. They resolve it on the first try.
Platform
More than customer service
Your helpdesk works alongside six other products on the Hipcall platform. One login. Every customer conversation in one place.
Business Phone System
IVR, call routing, voicemail, and local numbers in 50+ countries.
Call Center Software
Queues, monitoring, wallboards, and analytics.
Business SMS
Two-way texting with templates and automation.
WhatsApp Business
Manage WhatsApp alongside calls and tickets.
Live Chat
Website chat with agent routing and canned responses.
Sales Management
Pipeline tracking and automated follow-ups.
Your Customers Deserve Better
Than a Ticket Number.
No contracts. No hardware. No standalone helpdesk tools. Start your free 14-day trial and resolve your first ticket in minutes.