Introducing smart customer support and ticketing features

Pepper Cloud Marketing -

Customer support is no longer just about replying quickly—it is about being structured, responsive, and proactive across every channel. That is why we are excited to introduce exclusive customer support and ticketing features.

Whether your customers reach out via WhatsApp, Facebook Messenger, Instagram or other channels, this system keeps your support organised. From auto-routing and live dashboards to sentiment analysis and escalations, you now have full visibility and control over every ticket.

What is Pepper Cloud AI WhatsApp support CRM?

The latest launch introduces a ticketing layer to your customer communication. Instead of treating every message equally, conversations are now structured as tickets—each with defined custom fields, SLAs, escalation metrics, and workflows. With AI WhatsApp Support CRM, you can:

  • Route tickets to available agents using round-robin logic
  • Automatically escalate tickets that do not receive timely responses
  • Track sentiment, SLA status, and resolution history in one place
  • Create and assign private or internal-only tickets
  • Monitor team workload, queue health, and escalations in real time
  • Create tasks from tickets, in tools like Jira and Confluence. 
  • Use AI to manage conversations during off-hours or support agents with answers

This is support designed not just for responsiveness—but for scale.

Why this changes your support game

As your customer base grows, so do your challenges. Missed replies, inconsistent service, and overwhelmed agents can become the norm. Pepper Cloud support features address these pain points directly.

  • You save time on triage: Tickets are automatically routed to available agents. The system accounts for who is online, who is at capacity, and how long each person has been waiting for their next ticket. No more manual juggling or unfair assignments.
  • You protect your SLAs—without micromanaging: If a ticket is left idle for too long, it escalates based on your pre-set rules. You control the thresholds, the fallback agents, and the conditions—ensuring nothing slips past unnoticed.
  • You support customers even after hours: Your AI chatbot handles after-hours conversations, collects key information, and even resolves common queries. When agents return, they pick up right where the bot left off.
  • You learn from every ticket: With sentiment analysis, you get early signals on customer frustration. Export reports to identify common pain points, train agents, and improve resolution times.
  • You connect support to the rest of your business: Create Jira tasks directly from support tickets, route feedback to product teams, or flag internal issues privately. Support becomes a source of insight, not just resolution.

Ready to simplify customer support?

Pepper Cloud AI WhatsApp CRM for customer support helps you turn chaotic complaints and queries into structured tickets. Your agents get context, your managers get visibility, and your customers get fast, consistent service—every time.

Read the full product guide to dive deeper and explore the feature for your business.