Reply from every channel in one workspace
WhatsApp, email and live chat conversations sit side by side. Agents see the customer, the history and any linked tickets before they reply.
Turn a conversation into a ticket
When a question needs real investigation, attach the chat to a new or existing ticket. The conversation history stays with the work.
Keep internal discussion off the customer thread
Discuss diagnostics in internal notes and send customer updates through public replies. Tag a colleague when you need them.
See what needs attention today
Pulse shows overdue tickets, unassigned work and mentions, so agents start each shift knowing what's next.
Turn repeat answers into help articles
Publish common answers in your knowledge base so customers can self-serve and agents can reuse them.
Frequently asked questions
Which support channels can my team use?
Your team can handle WhatsApp, email and live chat conversations in HEDESU, depending on the channels connected to your workspace.
Does every chat become a ticket?
No. An agent attaches a conversation to a new or existing ticket when it needs tracked follow-up.
How do we keep team discussion separate?
Use internal notes for discussion with colleagues and public replies for customer updates.