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What Are Support Tickets?

Support Tickets are created when a customer needs help from a real person on your team. When Cosmo detects that a customer issue requires human attention, your team gets notified instantly—and you can respond directly in the same WhatsApp or Instagram conversation.
Your response is automatically translated to match your customer’s language, ensuring clear communication every time.

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When Support Tickets Are Created

Support tickets are triggered when:

Customer Requests Agent

Customer explicitly asks to speak with someone (“I need to talk to a person”, “Can I speak with support?”)

Issue Escalation

Customer reports problems like damaged items, refunds, order issues, or complaints

Complex Request

Customer’s request is too complex for Cosmo to handle automatically

Frustration Detected

Cosmo detects frustration or dissatisfaction in the conversation

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How It Works

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For Your Customers

1

Customer Requests Help

Your customer asks for support or reports an issue in their WhatsApp or Instagram conversation with Cosmo.
2

Cosmo Creates Ticket

A support ticket is automatically created with all the context from the conversation.
3

Customer Gets Confirmation

Cosmo lets them know that a team member will respond soon.
4

They Receive Your Response

Your answer is delivered in their language, right in the same conversation thread.

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For Your Team

1

Instant Notification

You receive a WhatsApp message from Cosmo with the customer’s request, including their phone number and the issue description.
2

Review & Respond

Read the ticket details and type your response directly in your WhatsApp conversation with Cosmo.
3

Automatic Translation

Cosmo translates and formats your response to match the customer’s language and conversation style.
4

Customer Receives Answer

Your response is delivered to the customer instantly via WhatsApp or Instagram from your business number.

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Smart Routing

Cosmo intelligently routes support tickets to the right team member based on the issue type:

Sales Team

Product questions, pricing, availability

Support Team

Technical issues, account help, general support

Operations Team

Returns, exchanges, refunds, damaged items
How Routing Works:
  1. Cosmo analyzes the support request
  2. Matches it to your team member roles and responsibilities
  3. Sends the notification to the most appropriate person
  4. If that team member doesn’t exist, sends to your admin users
You can configure team member roles and routing rules in Settings → Team Members.

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Responding to Tickets

When you receive a support ticket notification on WhatsApp:

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What You’ll See

You will receive a message from the Cosmo Notification Number (not your own business number). This dedicated thread keeps your business inbox clean and organized. 
*Support Ticket*
A support request has been submitted.

Merchant: Your Store Name (ID: 123)
Customer Phone: +1234567890
Ticket Type: Returns
Ticket Reason: Item arrived damaged, need to return

Please review and respond promptly.

[Open Ticket Button]
Followed by an assistant message from Cosmo: 
[Notification for Merchant: Your Store Name]
You just received a notification that requires your input.

Summary:
support_request_reason: Item arrived damaged, need to return

Notification ID: NOTIF_123
Merchant: Your Store Name (ID: 123)

If you want to respond to this notification, let me know what you'd like to say and I'll confirm before sending.
To answer, I'll use the notification ID: NOTIF_123, with answer_notification_tool...

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How to Respond

Simply reply to Cosmo in this dedicated thread. Cosmo acts as your co-founder assistant here. Example: 
You: "Tell them to send their order number and email. We'll process a full refund within 3-5 business days."
Cosmo will:
  1. Confirm the response with you
  2. Translate it to the customer’s language
  3. Format it professionally
  4. Send it to the customer from your business number

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Response Timing

Within 24 Hours of Customer’s Last Message:
  • Your answer is delivered as a natural, conversational message
  • Cosmo incorporates your response into a flowing conversation
  • Customer receives it instantly
After 24 Hours:
  • WhatsApp requires using an approved template message
  • Your answer is formatted into a professional notification template
  • Customer still receives it instantly, just in template format
Try to respond within 24 hours when possible—it allows for more natural, conversational responses and better customer experience.

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Multiple Team Members

If multiple team members receive the same support ticket:
  1. First to Respond: The first person who answers closes the ticket
  2. Others Notified: Other team members are notified that the ticket is closed
  3. No Duplicates: Prevents multiple people from sending conflicting responses
This ensures customers get one clear answer without confusion.

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Example Flow

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Real-World Scenario

Customer (in Spanish):
“El producto llegó roto, necesito devolverlo” (Translation: “The product arrived broken, I need to return it”)
What Happens:
  1. Cosmo creates a support ticket
  2. Routes to your Operations/Returns team
  3. You receive a notification from Cosmo on WhatsApp
You Respond to Cosmo:
“Ask for their order number and email. Tell them we’ll issue a full refund immediately.”
Cosmo Confirms:
“Got it. I’ll send this to the customer: ‘Please provide your order number and email address so we can issue a full refund immediately.’ Shall I proceed?”
You Confirm:
“Yes”
Customer Receives (in Spanish) from Your Business Number:
“Hola [Customer Name], Gracias por comunicarte. Nuestro equipo ha revisado tu solicitud y te enviaremos un reembolso completo de inmediato. Solo necesitamos tu número de pedido y correo electrónico. Si tienes más preguntas, pregúntame lo que quieras!”

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Best Practices

Aim to respond within 1 hour during business hours. Fast responses build customer trust and loyalty.
Provide actionable next steps. Instead of “We’ll look into it,” say “Please send your order number and we’ll process the refund within 24 hours.”
Write your response conversationally—Cosmo will format and translate it appropriately. No need to be overly formal.
For complex issues, you can add internal notes (not sent to customer) to track resolution details for your team.

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Tips for Reducing Support Tickets

While support tickets are valuable for customer service, fewer tickets means Cosmo is handling more automatically:
  1. Keep your AI Knowledge updated with common questions and answers
  2. Review support ticket patterns weekly to identify gaps in your knowledge base
  3. Add comprehensive product information so Cosmo can answer sizing, materials, features questions
  4. Configure clear policies for returns, shipping, and common issues
Every support ticket you answer is an opportunity to improve Cosmo. Consider adding the Q&A to your knowledge base so Cosmo can handle it automatically next time.

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Settings

Configure support ticket behavior in Settings → Notifications:
  • Team Member Routing: Assign team members to specific ticket types (Sales, Support, Returns, etc.)
  • WhatsApp Notifications: Enable/disable instant notifications to your phone
  • Auto-Responses: Configure automatic acknowledgment messages
  • Business Hours: Set when your team is available to respond

Open Questions

When customers ask questions Cosmo can’t answer, you can provide the answer and it’s added to your knowledge base

AI Knowledge

Build your knowledge base to reduce support tickets and questions

Inbox

View and manage all customer conversations in one place

Analytics

Track support ticket volume, response times, and trends