Pielęgnacja Obuwia — ticketing for e-commerce with BaseLinker integration
A dozen-plus mailboxes, categorisation and automatic notifications in one ticketing and customer service system. The BaseLinker integration shows product, payment and shipment status in real time. Since 2019 more than 2 million requests have been logged; over 400 a day are handled, and 55% close automatically.
Project summary
Pielęgnacja Obuwia needed one tool for growing order and enquiry volumes. Ticketing with categorisation, automation and the BaseLinker integration gives full product, payment and shipment context at the moment of reply.
Scattered mailboxes, no categorisation and manual status checks in BaseLinker slowed service down. We rolled out the Debesis ticketing and customer service system with a dozen-plus mailboxes, SLAs and templates, plus a BaseLinker integration that shows product, payment and shipment in the thread.
The result: stable SLAs at a scale of more than 2 million requests, handling >400 tickets a day i 55% closed automatically thanks to smart notifications and rules.
Challenges before the rollout
- Many mailboxes and channels with no shared categorisation made reporting and SLAs hard.
- No single view of order, payment and shipment status while replying.
- Manual notifications and duplicate messages added to the team’s workload.
Solution Debesis
One ticketing system connected to BaseLinker and automation to close cases faster.
Ticketing + customer service system
Many mailboxes in one place, categories, SLAs and reply templates for recurring topics.
Automation and auto-closing
Rules for thank-yous, duplicates and simple questions; automatic status notifications.
BaseLinker integration
Product, payment and shipment status in the ticket; less tab-switching and faster replies.
Reports and quality control
Visibility of queues and workload; bottlenecks spotted quickly.
Results summary
2 million requests since 2019
The ticketing system keeps data and history consistent across channels.
>400 cases a day
Stable SLAs through categorisation, priorities and the BaseLinker integration.
55% closed automatically
Rules and notifications reduce manual work and speed up replies.
Find out how to speed up service in your store
We will show how Debesis ticketing and customer service system Debesis with automation and the BaseLinker integration shortens response times and takes pressure off your e-commerce service team.