Automated Support Tickets
The ticket writes itself while the customer talks. Logged, graded, and assigned before the call ends.
Omani enterprises take thousands of support issues a week by phone, chat, WhatsApp and email. CustomerCare.OM listens to the live conversation, drafts the record, grades the urgency and hands it to the team that owns it. Before the customer says goodbye.
4
Ways in, one queue out
0
Portals customers must log into
Day one
Working your chat and inbox
Pick a support situation
Thanks for calling Al Mounah. How can I help today?
My card was charged twice for the same order this month.
Can you put the extra one back on my card?
Done. The duplicate charge is reversed and you will see it within one business day.
Duplicate charge on order 8842, refund requested
Auto-created by CustomerCare.OM from the call
- Priority
- P2 · High
- Assignee
- NANadia
- Team
- Billing
- Sentiment
- Calm
- Labels
- PaymentsReversal
The support problem
Nobody should fill in paperwork to report a problem.
By the time a customer finishes explaining an issue on the phone, every detail your desk needs has been spoken aloud. Sending them to a portal afterwards asks them to repeat it, and your team still inherits a case stripped of its context.
CustomerCare.OM hears the original conversation, so the record starts complete.
The customer explains once. The ticket does the rest.
Heard live, on the call
While the customer is still speaking, the agent picks out the complaint: an overcharged invoice, a van that never showed, a unit that stopped cooling. No form appears at any point.
Drafted with severity and context
The write-up arrives in Arabic or English with the original recording and transcript alongside, in any of our nine supported languages, and an urgency grade drawn from the caller's own words.
Delivered to whoever answers for it
Finance takes the billing dispute, operations takes the fault, the duty desk takes the escalation. The deadline and its reminder schedule travel with the ticket.
No forms filled. No context dropped. No orphan tickets.
A ticket with an owner still needs momentum. Smart Follow-Ups takes over from here, nudging the assignee and keeping the customer posted until the fix is confirmed on both sides.
Smart Follow-UpsThe whole support load, readable at a glance.
- Tickets opened automatically from calls, chats, WhatsApp, and email
- Write-ups drafted by AI in Arabic or English
- Issues routed straight to the owning team
- Categories modelled on your own departments
- Progress visible from intake through to closure
- Severity graded from the customer's own words
- Deadlines that send their own reminders
- Workload spread evenly across the team
- A complete audit trail kept on each ticket
- Every case pinned to its CRM account
- Optional web form for walk-in requests
- Reporting on backlog, ageing, and time to fix
Sized for the support volumes Omani enterprises carry.
Telecoms operators, banks, utilities, hospital groups, logistics networks: when thousands of issues arrive each week by phone and WhatsApp, the queue stays ordered and nothing sits unowned.
FAQ
The questions Omani teams ask us most often.
What does the customer have to do to raise a ticket?
Nothing beyond explaining the issue the way they already were, on the call or in the chat. The record is assembled on our side; no portal, no reference form, no repeating themselves.
Where can tickets come from?
Phone calls, web chat, WhatsApp threads, and email, with an optional intake form for the front desk. All of them feed a single numbered queue, so nothing lives in two systems.
Does it write tickets in Arabic?
Yes. You choose whether write-ups are drafted in Arabic or English, in whichever language the call took place, and the recording and transcript are kept in the original alongside.
How do tickets reach the right team?
You map categories to owners once, such as invoicing disputes to finance and site faults to operations. Each new issue is classified against that map, and anything the AI cannot place confidently goes to a fallback owner instead of waiting unassigned.
Can it feed the helpdesk we already run?
Yes. Run ticketing end to end on CustomerCare.OM, or keep your current helpdesk and let us create and update tickets there through our integrations and API.
Put an end to hold music and IVR menus
Your first 100 minutes of customer conversations are free, and your customer data stays inside Oman.
Oman Personal Data Protection Law compliant · Data never leaves the Sultanate