Ticketing & Service Desk
In developmentA service desk that reuses the routing and SLA machinery already running.
Sayl does not have ticketing today. It does have the two hardest parts of one — rule-based assignment and a swept response clock — running in production for sales leads. This page explains what a service desk built on that would look like, and what to use in the meantime.
This product is not built yet.
Not built. This page describes a designed module, not a shipped one. For customer support that works today, see Support, Chatbot & Knowledge Base.
There is no screenshot here, because there is no screen.
Ticketing has not been built. Every other product page on this site shows the real software — putting a mock-up here would undermine the pages where the screens are genuine.
The designed flow
How a ticket would move, and what already exists to move it.
Every step here is planned. Some of them would reuse machinery that is already in production for leads, and those are worth knowing about, because they are the difference between a plan and a wish.
0107In development
A customer reports a problem on whatever channel they use
WhatsApp, email or a form. The intake paths this would use are live — what is missing is the ticket record at the end of them.
- Not built. The multi-channel intake and contact deduplication it would sit on top of are live today.
Available today
What you can actually use, and what you cannot.
No hedging and no asterisks. The left column works right now. The right column does not, and nothing on this site will imply otherwise until it does.
Live today
- Assigned WhatsApp conversations with a named owner — see WhatsApp
- A layered chatbot that deflects repeat questions — see Support
- A self-hosted knowledge base your team and the bot both answer from
- Lead routing rules and a first-response SLA clock the desk would reuse
In development — not available
- A ticket record with a status lifecycle
- Triage, categories and priority
- Queues, assignment rules and escalation
- Per-priority SLA targets with breach reporting
- Internal notes separated from customer replies
- Resolution, reopening and satisfaction follow-up
In the product
What is planned, and what already works.
Use the shared inbox today
WhatsApp conversations already have a named owner, are visible to everyone with access, and hang off the customer record. It is not a ticket queue, but it stops two people answering the same customer.
Use the chatbot and knowledge base today
The layered engine answers repeat questions from your own articles and reports which layer answered. Most of what a small service desk handles never needs to become a ticket.
Routing would be reused, not rebuilt
The ordered-rule engine assigning leads today is the one a ticket queue would use. That is why this is a roadmap item rather than a rewrite.
SLA would be reused, not rebuilt
The response clock, its minute sweep and its not-measured / met / breached distinction already exist and are the part most service desks implement badly.
Ticket lifecycle and queues
A ticket record with status, priority, category, queue, escalation and reopening. In development.
Internal notes and resolution reporting
Customer-visible replies kept strictly apart from internal notes, with resolution reasons feeding back into the knowledge base. In development.
Straight answers
What this does not do
Every one of these is a real constraint — some ours, some the upstream platform's. They are on this page so you find them now rather than after you have paid.
This module does not exist
There is no ticket record, no queue, no escalation and no service-desk screen in Sayl today. If ticketing is the reason you are evaluating us, the honest answer is that we are not ready for you yet — and we would rather say that now than in month two.
What to use instead, today
Assigned WhatsApp conversations plus the chatbot and knowledge base cover a surprising amount of small-team support. They are live, they are documented on the Support and WhatsApp pages, and neither is presented here as a ticketing system.
No date on this page
We are not going to publish a delivery date we might miss, and a roadmap page with a quarter on it is a commitment dressed as information. Ask on a call and you will get the current honest answer.
Questions
Before you ask
Can we buy this now?
No. It is not built. You can tell us it matters — what customers actually ask for is what decides the order things get built in — but you cannot use it today.
What do teams use in the meantime?
The shared WhatsApp inbox with assignment, plus the chatbot and knowledge base for repeat questions. For anything that needs a real ticket lifecycle, keep the help desk you have.
Why is there no screenshot on this page?
Because there is no screen. Every other product page on this site shows the software; this one cannot, and faking it would undermine the pages where the screenshots are real.
Keep going
What connects to this
Ready when you are
See Ticketing running on your own process.
Bring a real example — an enquiry that got lost, a quote that took three days, a campaign nobody could measure. We will walk it through the actual product.