Shared Inbox & Ticketing for Service Teams | IN ONE CRM

IN ONE CRM · Shared Inbox & Tickets

One Shared Inbox.
Every Client Reply Covered.

WhatsApp, email and web enquiries in one place – with tickets, owners and SLAs tied to the right client record. No more “who replied to this?” or missed messages in personal inboxes.

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We’ll show a live shared inbox with real tickets, routing and timelines in IN ONE.

Service & support teams WhatsApp + email + web South African service businesses

Shared inbox · Today

WhatsApp Email Web forms

New 5

WhatsApp · New SLA 15 min

Gate remote not working · Site 12

Email · Web form Today

Quote follow-up · Aircon service

In progress 8

WhatsApp · Ticket On track

Service booking · Brake check

Email · Client Follow-up

Warranty question · Inverter install

Resolved 27

WhatsApp · Survey Closed

Install complete · Feedback: 5/5

Email · Billing Paid

Invoice query · Adjustment done

Why shared inbox matters

Service teams work better when nothing lives in personal inboxes.

IN ONE turns scattered WhatsApps, emails and web forms into clean tickets with owners, due dates and context on the client timeline.

Benefit 1

One queue instead of five places to check.

WhatsApp, email and web forms all land in the same shared inbox.
New messages become tickets automatically – no manual capture.
Everyone sees what came in, who owns it and what’s still waiting.

Benefit 2

Tickets with owners, SLAs and next steps.

Assign tickets to people or teams with one click.
Set response and resolution targets by queue or client type.
Use simple views: “New”, “In progress”, “Waiting client”, “Done”.

Benefit 3

Client history in front of whoever replies.

Every ticket links to the IN ONE client record automatically.
See previous jobs, invoices and promises before you answer.
Replies feel personal, even when handled by a different agent.

From message to resolved ticket – without drama.

Think of it as a simple, visible path every client message follows. No guessing, no “did anyone reply to this?” Slack messages.

Shared channels: central inbox for WhatsApp, email and web forms.
Routing rules: route by product, region, priority or VIP status.
Ticket view: Kanban-style boards or simple lists per team.
Client spine: all ticket updates sit on the same client timeline.

Example ticket flow · Service business

1

Message arrives

Client sends WhatsApp or fills in a “Request support” form.

2

Ticket created

IN ONE links the message to a client and assigns an owner & SLA.

3

Work tracked

Replies, notes and internal tasks all live on the ticket and client spine.

4

Resolved & logged

Ticket is closed, feedback sent and reporting updates automatically.

Whether the client comes back on WhatsApp, email or phone, you continue the same ticket – not start from scratch.

For service managers & team leads

Know what’s waiting, where it’s stuck and how the team is coping.

Instead of asking “how are things looking?”, IN ONE shows you queues, workloads and response times – from one screen.

Open tickets

34 open · 12 due today

Filter by queue, agent, site or client to see where you need to jump in.

Response time

< 15 min avg

Track first-response and resolution times by team or channel.

Channel mix

WhatsApp · 62%

See where clients prefer to talk to you – and staff accordingly.

Client satisfaction

4.7 / 5

Short feedback prompts after resolved tickets feed straight into reporting.

Questions

Shared inbox & ticketing in IN ONE – what teams usually ask.

Can we still have personal email addresses, or does everything move? +

You can keep personal mailboxes for internal or one-to-one communication. The shared inbox is for client-facing addresses and WhatsApp numbers where more than one person needs to see and handle the work.

Does this replace our existing helpdesk tool? +

For many service businesses, IN ONE becomes the main helpdesk – especially when you rely heavily on WhatsApp and mixed channels. Where you already have specialised tools, we can integrate them so tickets still link back to the client spine in IN ONE.

How do you handle POPIA and consent on WhatsApp? +

We track opt-in / opt-out status on each client record and keep an audit trail of messages sent. That means your tickets and campaigns respect consent rules, while still giving your team the speed of WhatsApp and email.

Is this only for big call centres, or can smaller teams use it too? +

IN ONE works just as well for a 3-person service team as for a larger support operation. You can start with a single shared inbox and a simple “New / In progress / Done” board, then add queues, SLAs and reports as you grow.

Want to see your shared inbox and tickets inside IN ONE?

Bring the addresses and WhatsApp numbers your team uses today. We’ll show how they can flow into one shared inbox, with tickets, owners and reporting built in.

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