Ticketing for e-commerce
All customer emails go to the ticketing system. Every case has a number, category, priority, status and an assigned agent. Contact history and related Shoper orders are visible in one panel.
Case study • furniture e-commerce (Poland)
Design Town – ticketing and call center for scalable customer service
Combining the Debesis ticketing system z a call center system and cloud PBX and Shoper integration brought order to customer service, cut report preparation to 2 minutes and raised team efficiency by about 30%.
Summary
Project summary at Design Town
Facing a growing number of orders and enquiries, Design Town needed one place to manage e-commerce customer service. Rolling out the ticketing system, call center system with IVR and Shoper integration centralised communication, automated repetitive tasks and made KPIs precisely measurable.
Before the project, customer service relied mainly on email and a traditional phone system. Cases had no statuses, priorities or owners, and reporting meant manual work in spreadsheets.
After the Debesis rollout:
- all customer requests go to the ticketing system,
- calls are handled by the call center system with IVR,
- customer and order data comes straight from Shoper,
- the team lead has a dashboard with key KPIs – FRT, TTR, agent workload.
Context
About the customer and the main challenges
Design Town is an online store selling furniture, lighting and interior accessories. Customers expect fast, competent service — from availability and technical details to delivery status and returns.
Before the rollout there were typical problems:
- communication scattered between the phone and several mailboxes,
- no single list of cases with priorities and statuses,
- difficult reporting – no visibility of FRT/TTR and team workload,
- limited visibility of each customer’s contact history.
As a result it was hard to plan staffing, measure SLAs and keep a consistent standard of customer experience as order volumes grew.
Strategy
Project goals and systems rolled out
Together with Design Town we defined the key goals:
- Centralisation – all requests in one ticketing system,
- Automation – rules, templates, notifications,
- Faster response without lowering reply quality,
- Scalability – room to grow without chaos.
The scope covered:
- rolling out the Debesis ticketing system as the main helpdesk,
- rolling out the the call center system with IVR and call recording,
- a new cloud PBX for the customer service team,
- Shoper integration – customer and order data in the Debesis panel,
- KPI reporting and dashboards.
Solution
Key Debesis features at Design Town
Debesis was configured around real customer service processes in furniture e-commerce — from first contact to KPI analysis.
Call center with IVR and cloud PBX
The new call center system with IVR and queues handles calls more efficiently, and recordings support quality control. The cloud PBX makes remote work and adding agents easy.
Shoper integration
The integration with Shoper gives quick access to customer data, purchase history, payments and shipping status. Agents do not switch systems to give a complete answer.
Customer service automation
Reply templates, auto-closing rules for simple requests and email notifications on ticket registration shorten handling and reduce repetitive tasks.
FRT/TTR and workload reporting
Team leads see reports on First Response Time, Time To Resolution, tickets per agent and per channel — the basis for scheduling and SLAs.
Scalability and standardisation
The main case types are standardised, with categories, templates and handling paths. Adding agents or channels does not require changing the basic way of working.
Rollout
How the rollout went
1. Analysing current service
We started with workshops with the Design Town team, analysing mailboxes, enquiry types, call load and reporting. This produced a process map and the main automation points.
2. Designing categories, queues and IVR
We designed ticket categories and call center queues. The IVR guides customers simply to the right topic (orders, complaints, availability).
3. Configuring ticketing and the Shoper integration
Categories, priorities, assignment rules and reply templates were defined in the ticketing system, and the Shoper integration was configured so agents can move from a request to order details in seconds.
4. Training and user testing
The team was trained on tickets, phone queues and reports. During the pilot we gathered feedback and adjusted rules and templates to simplify daily work.
5. Stabilisation and KPI optimisation
After go-live, regular report reviews led to changes in categories, priorities and queue loads to keep FRT, TTR and answer rates on target.
Results
Main results
Ticketing, call center and the Shoper integration brought Design Town concrete, measurable benefits.
+30% team efficiency
Centralisation and automation let the team handle more cases in the same time without adding staff.
Reports in 1–2 minutes
Reports that used to take hours in Excel now come straight from the ticketing and call center panel.
One source of truth
Customer and order data and the full contact history are in one panel — no switching between systems.
Customer opinion
What Design Town says
“We run two online stores – designtown.pl i magicznypokoik.pl – served by one shared, fully remote team. Every day we use Debesis, which fully meets our needs for managing requests and monitoring team performance. The ticketing system makes it easy to see the workload per employee, store or channel. With hourly reports, statistics on closed emails and calls and performance reports, it is ideal for supervising remote work. Another advantage is easy cover — if an agent is absent, their requests can be taken over quickly by a colleague, so service keeps flowing. The system makes organising work much easier, increases transparency and lets us manage customer service effectively in a remote setting.” (translated from Polish)
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+48 22 699 99 00 · helpdesk@debesis.pl
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+48 22 699 99 09 · biuro@debesis.pl
Mon–Fri · 08:00–16:00 CET
Help desk for customers
+48 22 699 99 00 · helpdesk@debesis.pl
Mon–Fri · 08:00–19:00 CET · in English and Polish