Social CX Atienda

Tickets and email with SLAs under control

Atienda is OneMarketer’s help desk: every request becomes a ticket with priority, owner and due date, linked to the customer’s conversations.

Talk to an expert

We have advised major brands in 16 countries

  • Abbott
  • AFP Capital
  • AFP Habitat
  • Avon
  • Banco General
  • Banco Promerica
  • Caja Los Andes
  • Cargo Expreso
  • Castaño
  • Cencosud
  • Chilexpress
  • Claro
  • Coca-Cola Andina
  • D&C
  • Econorent
  • Entel
  • Froneri
  • Global Bank
  • Izipay
  • LATAM Airlines
  • L'Oréal
  • Mallplaza
  • Manpower
  • Niu
  • Posadas
  • RAC Asistencia
  • Ripley
  • Simmons
  • SMU
  • SURA
  • Telefónica
  • Transbank
  • Tur-Bus
  • Universidad de Las Américas
  • Universidad Tecnológica del Perú
  • Vivo
  • WOM

Why your support team needs Atienda

  • Nothing goes overdue unnoticed

    Every ticket has a deadline by priority and the team sees what’s about to expire first.

  • Solve with what’s already solved

    Atienda suggests similar closed tickets to answer faster with consistent quality.

  • Email, organized

    Support emails arrive as tickets from your own mailbox, with no manual forwarding.

  • Full customer context

    Chats, past cases and CRM data in view for whoever handles the ticket.

How it works

  1. 1

    A request comes in

    By email, web form, WhatsApp or created by an agent from a conversation.

  2. 2

    It gets classified

    It gets a category, priority, owner and due date.

  3. 3

    It gets solved

    The agent replies from Atienda with similar-ticket suggestions and the customer’s history.

  4. 4

    It gets measured

    Response times, SLA compliance and volume by category and agent.

Features

  • Your own email

    Send and receive from your company mailbox (Gmail or SMTP), with your domain and signature.

  • SLA by priority

    Response and resolution targets with alerts before they expire.

  • Similar tickets

    Meaning-based search that finds related cases even when worded differently.

  • Volume per customer

    An alert when a customer piles up tickets, so you act before it escalates.

  • Webchat conversations

    Review web conversations with attachments and match them with tickets and leads.

  • Assignment and teams

    Route tickets by team or agent and reassign without losing history.

  • Attachments and history

    Each ticket keeps its messages, files and status changes.

  • Reports

    SLA compliance, times and workload by category, agent and period.

Use cases

  • Retail and e-commerce

    Delivery claims, exchanges and returns with clear deadlines for each case.

  • Banking and insurance

    Requests and complaints with full traceability for audits and regulators.

  • Telecommunications

    Tier-2 technical support receiving cases from chat with full context.

  • B2B services

    A help desk for business customers with contractual SLAs.

Frequently asked questions

Can I use my company email?

Yes. Atienda sends and receives from your own mailbox, via Gmail or your SMTP server.

Does it connect with WhatsApp and webchat?

Yes. An agent can create a ticket from any conversation and the customer keeps a single history.

How does it find similar tickets?

It compares the ticket’s meaning with solved ones, not just exact words, and shows the closest matches.

Can I set my own deadlines?

Yes. You configure priorities and their response and resolution times.

Related products

Organize your support with Atienda

We’ll show you your help desk with your channels, categories and deadlines.

Request your demo