The Ticket Manager in Go4WhatsUp is your central workspace for managing all customer conversations and activities in one place. It helps you handle WhatsApp chats, social media leads, Excel broadcast replies, shared files, and calendar-based activities efficiently.

Tickets are organized using boards, statuses, groups, and lists, ensuring your team never misses a lead or message.

What This Screen Is About

One Hub for All Conversations

The Ticket Manager consolidates:

• WhatsApp Business API conversations

• Facebook & Instagram lead chats

• Replies from Excel broadcast campaigns

• Shared files and documents

• Calendar-based activities like tasks, bookings, and enquiries

Real-Time Alerts

• New chats display a bubble counter on the relevant board

• Boards include Normal, Social, and Excel

• An alert sound plays for instant notification

• Bubble counters automatically clear once the list is opened

Work by Board

• Normal Board – WhatsApp tickets

• Social Board – Facebook & Instagram tickets

• Excel Board – Tickets from Excel broadcast replies

• Files Board – Folder-based shared resources per customer or group

• Calendar Board – Broadcasts, bookings, tasks, and enquiries by date

Why Ticket Manager Is Useful

• Never miss a message – Bubble counters + sound alerts

• Clear ownership – Assign tickets to groups or collaborators

• Faster resolution – Use chatbot, automation, files, and ticket history

What Happens After a New Chat Arrives

1. Bubble notification appears on the relevant board with a sound alert

2. Ticket is listed under New Lead (first-time) or Unread

3. Open the ticket and reply manually or via chatbot

4. Move the ticket to In Progress, then Closed (or Not Relevant if spam)

1. Understand the Boards & Statuses

Boards

• Normal

• Social

• Excel

• Files

• Calendar

Statuses (Board-specific)

• New Lead

• Unread

• In Progress

• Closed

• Not Relevant

• Not Answered (24h)

• Tags

🔹 Status buttons are clickable and open filtered lists
🔹 Status dropdowns show group-wise counts for the selected date range

2. Core Filters & Controls

• Days Filter: Today, Last 24 Hours, This Week, Last Week, This Month, Last Month

• Search: By customer name or mobile number

• Tag Filter: View tickets with specific tags

• Pagination: 10 / 25 / 50 / 100 tickets per page

3. Leads & Group Actions

Leads Button

Used for first-time or unassigned tickets:

• Move to Not Relevant (spam/junk)

• Move to Group (assign ownership)

• Close Ticket

Group Header (Orange Bar)

• Rename Group

• Send Broadcast

• Manage Collaborators

• Delete Group

4. Open a Ticket – Chat Screen Essentials

Right-Side Panel Tools

• Chatbot Toggle – ON (bot replies) / OFF (manual replies)

• Automation Toggle – Enable or disable auto rules

• Associated Groups – View or link groups

• Assign Task – Assign collaborator, due date, and notes

• Call History – Incoming, outgoing, missed calls

• Tags – Add or remove tags

• Ticket History – View past tickets and closures

• Timer – 24-hour WhatsApp session indicator

5. Files & Calendar at a Glance

Files Board

• Folder list with Folder Name & Size

• Files are linked to customers or groups

• Open folders to view, download, or delete files

Calendar Board

Views include:

• All activities

• Upcoming Broadcasts

• Collaborator Tasks

• Orders

• Enquiries

• Calendly / Google Calendar / Acuity bookings

Boards Explained

A. Normal Board (WhatsApp Tickets)

Used for: WhatsApp Business conversations
Statuses: New Lead, Unread, In Progress, Closed, Not Relevant, Not Answered

Includes customer details, group ownership, chat history, and closure reasons.

B. Social Board (Facebook & Instagram Leads)

Used for: FB & IG ad leads and form responses
Statuses: Unread, Closed, Not Answered
Same ticket structure as Normal Board.

C. Excel Board (Excel Broadcast Replies)

Used for: Replies from Excel-based WhatsApp broadcasts
Statuses: Unread, Closed, Not Answered

D. Files Board

Used for: Managing shared documents

• Folder Name

• Size

• File type, upload date, uploaded by

E. Calendar Board

Used for: Time-based tracking
Includes broadcasts, tasks, orders, enquiries, and synced meetings.

Best Practices

• Use tags and groups for better organization

• Review Not Answered (24h) tickets daily

• Combine chatbot + automation during peak hours

• Switch to manual replies for VIP or complex cases

• Close tickets with proper closure reasons for reporting

Business Example

A clinic receives:

• 60 WhatsApp enquiries

• 25 Facebook form leads

• 200 Excel broadcast replies

Using Ticket Manager:

• Normal Board handles WhatsApp enquiries

• Social Board manages ad leads

• Excel Board organizes broadcast replies

• Files Board stores prescriptions and invoices

• Calendar Board tracks consultations and bookings

✅ Result: No missed leads, faster response time, and organized records.

FAQs – Ticket Manager in Go4WhatsUp

1. What is Ticket Manager used for in Go4WhatsUp?

Ticket Manager is used to manage all WhatsApp, social media, Excel broadcast conversations, files, and calendar activities in one centralized CRM workspace.

2. Does Ticket Manager support WhatsApp Business API chats?

Yes. The Normal Board is dedicated to WhatsApp Business API tickets.

3. Can tickets be assigned to specific team members?

Yes. Tickets can be assigned to groups or individual collaborators with due dates and notes.

4. What happens if a customer does not reply within 24 hours?

The ticket automatically appears under Not Answered (24h) for follow-up.

5. Can I manage Facebook and Instagram leads in Ticket Manager?

Yes. All Facebook and Instagram leads are handled through the Social Board.

6. Are files linked to individual customers or groups?

Yes. Files are stored in folders linked to specific customers or groups for easy access.

7. Is Ticket Manager suitable for large teams?

Absolutely. With groups, collaborators, tags, automation, and filters, Ticket Manager is designed for scalable team operations.