Log the Ticket Before the Client Starts Calling Around
A client with a broken system doesn't want to hunt for the support email — they want to message and know someone's on it.
Reflys captures ticket intake and answers response-time questions on WhatsApp instantly, so nothing sits unlogged while a client looks for another number to call.
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Where support
tickets get stuck
A broken system means the client is calling around instead of a ticket getting logged
Response-time and SLA questions get asked instead of checked against what's already committed
Scheduled maintenance and check-in reminders are easy to skip across a full client list
Ticket history and system details live in a helpdesk system, separate from the WhatsApp thread the client is actually messaging in
Recurring issues from the same client go unflagged without someone noticing the pattern
After-hours requests pile up with no acknowledgment until the next business day
From Broken System to Logged Ticket
Ticket Intake Flow
Captures urgency, system, and details, then routes it to your team immediately.
SLA & Response-Time FAQ
Instant answers on what's committed, without a client calling to ask.
Maintenance Check-In Reminders
Scheduled prompts for recurring maintenance across your full client list.
CRM Integration
Connects to your helpdesk system via API or webhook, configured directly into your automations — reads ticket history and writes new tickets and status updates back in parallel.
Where Support Conversations Happen
WhatsApp-led — ticket intake, SLA and response-time FAQs, and scheduled maintenance check-ins, treated as a direct support line.
Answer New-Client Questions Instantly
Instagram DM answers SLA and service-plan questions from businesses comparing providers.
Best for:
- SLA FAQs
- Service plans
Stay Ahead With Scheduled Check-Ins
Recurring maintenance reminders go out across your full client list on a direct support line.
Best for:
- Maintenance check-ins
- After-hours acknowledgment
How MSPs Can Log Every Support Request, Even After Hours
When a client's system breaks, they want to know someone is on it. If the support email feels slow, they call your mobile, then your colleague's, then message on WhatsApp. Meanwhile, no ticket exists and nothing is tracked.
The goal is simple: every request becomes a ticket on first contact, whatever the channel. Here is how to get there:
How to fix it
Meet clients where they already message
If clients use WhatsApp, make it an official intake channel instead of fighting it.
Ask for the same details every time
What is affected, how urgent it is, and what changed before it broke. This lets your team triage without a call.
Acknowledge instantly, even after hours
A reply that confirms the ticket and states your response commitment stops the calling around.
Make SLA answers easy to find
Clients ask “when will someone look at this?” because they do not know your commitments. Answer it the same way every time.
Schedule maintenance reminders across all clients
Patching and check-ins slip when they depend on someone remembering.
Reflys captures ticket intake on WhatsApp with urgency, system and details, and routes it to your team. It answers SLA and response-time questions instantly and sends scheduled maintenance check-ins. Tickets sync with your helpdesk, and the fix still comes from your technicians.
Questions? We've got answers.
Everything you need to know about Reflys, automations, integrations, and getting started.
No — it captures the ticket, urgency, and system affected, and routes it to your team; the fix still comes from a person.
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