WhatsApp is built for fast messaging, not operational tracking. Sorto lets your team turn any incoming message—in a 1:1 chat or a busy client group—into a numbered ticket or task with an owner, priority, and live status.
Key Capabilities
One-click message-to-ticket conversion
Hover over any WhatsApp message and create a ticket or task pre-filled with the customer’s exact text and timestamp.
Statuses & priorities built for operations
Track items across Open, In Progress, Waiting on Customer, and Resolved with Low, Medium, High, or Urgent priority.
Jump straight back to the source message
Every ticket stores a direct link to the exact WhatsApp conversation and message bubble that triggered it.
Dedicated views for 1:1 and WhatsApp Groups
See all open tickets for a specific customer or client group in the right-hand sidebar while you chat.
Internal task checklists & handoffs
Assign follow-up tasks to back-office staff, drivers, or technicians and get notified when the status changes.
Timed SLA & follow-up reminders
Set due times on open tickets so overdue customer requests highlight automatically for supervisors.
How It Works
Step 01: Select the customer message
Click any incoming WhatsApp message—text, photo, or group request—inside Sorto.
Step 02: Assign owner, type & priority
Choose Ticket or Task, assign a teammate, set priority, and add an optional due reminder.
Step 03: Track to resolution & reply in context
Update status from the Tickets board or chat sidebar and message the customer the moment the job is done.
Frequently Asked Questions
What is the difference between a Ticket and a Task in Sorto?
Tickets represent customer-facing requests or issues that require resolution and a customer update (e.g., warranty claim, itinerary change). Tasks are internal action items for your team (e.g., verify stock, prepare invoice).
Can I create tickets from messages inside WhatsApp groups?
Yes. You can convert any message inside a WhatsApp group into a tracked ticket or task while keeping the link to that specific group message.
Do customers receive automated ticket numbers unless I want them to?
No. Sorto never spams your customers with robotic messages. Tickets are tracked cleanly in your workspace, and your team replies naturally.
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