One message, one ticket
Every customer message is handled as its own ticket: new, in progress, resolved. No group chat where ten people read the same report and nobody takes ownership.
Who, when, what — all logged
Service · On-call helpdesk · WhatsApp
A fault report on WhatsApp. A ticket for whoever is on duty.
Your customers write to your company's own WhatsApp number, just as they do today. Nordlake's helpdesk turns every message into a ticket, alerts the person on duty and keeps the full history — without the chaos of group chats.
Who it is for
Companies whose customers call in from the field and expect an answer in minutes — for example on-call service, technical support and maintenance.
Official WhatsApp Business Platform (Meta)Your own number — the WhatsApp Business app keeps working alongsideHosted in the EU, data used only for your own helpdesk
How it works
Nothing changes for your customer — they send a WhatsApp message. What changes for you: the report no longer lives in somebody's phone.
About 30 min
1. Connect
Your company's WhatsApp Business number is connected to the helpdesk through Meta's official Embedded Signup. The number stays yours, and the WhatsApp Business app keeps working alongside.
Instantly
2. A report comes in
The customer writes to the number — text, photo or video. The helpdesk creates a ticket, stores the attachments and sends the customer an acknowledgement: message received.
Per the duty roster
3. The person on duty is alerted
Whoever is on duty gets an alert. If nobody takes the ticket within the agreed time, it escalates to the whole team. No report goes unnoticed.
On record
4. Resolution and history
The engineer replies to the customer from the helpdesk — the reply goes out from the company number. The ticket is closed with a resolution, and the whole conversation stays in the site's history.
What the helpdesk includes
Alerting and escalation
An alert to the person on duty by WhatsApp or email. A ticket nobody picks up escalates automatically to the team. A separate SOS button for when you run out of options on your own.
Only the person on duty is alerted
On-call shifts by the hour
The roster lives in the helpdesk, with a Cover-for-me button for sudden changes. Alerts always reach the person who is actually on duty. Shifts can be exported to Outlook or Google Calendar.
Export-to-calendar
Sites and history
Every site — building, machine, customer — gets its own card: contacts, equipment details, links to drawings and a calendar. An unknown number is linked to a site with one click.
Previous tickets under each site
First-aid guides and canned replies
From symptom to fix: the engineer finds the guide on a phone and sends the customer a standard reply in the right language. You maintain the content yourselves — nothing is hard-coded.
FI · EN · SV
Response times and fault categories
How fast reports were handled and which faults keep coming back. A fault category is chosen at resolution, so the data accumulates without separate reporting work.
CSV export
Frequently asked
Do the on-call engineers have to link WhatsApp on their phones?
No. Tickets are handled in the browser — on a phone or a computer. Replies go to the customer from the company number, not from anyone's personal one.
Can we keep using the WhatsApp Business app?
Yes. The connection uses Meta's coexistence model: the same number works in the app and in the helpdesk. Voice calls continue in the app as before.
What do we need to get started?
A company WhatsApp Business number (an ordinary voice and SMS subscription), a Meta Business portfolio and the contact details of your on-call staff. The connection is done together, remotely, in about 30 minutes.
Where is the data, and who can see it?
Messages and attachments are stored in your company's own helpdesk on a server in the EU, operated by Nordlake. Nordlake uses the data only to provide the service and never passes it on. Data is deleted on request or when the contract ends. More in the privacy notice.
What does it cost?
A fixed setup fee and a monthly fee that covers hosting, maintenance and small changes. The price depends on the number of sites and on-call staff — ask for a quote and you'll have it the same week.
Ask for a quote.
Tell us what kind of reports your customers send and how many people are on call. You talk straight to the builder — we have no salespeople.
The first conversation is freeFixed prices — no surprisesConnected together, remotely
Get in touchReply within one business day.
Service provider
Nordlake Oy · Finnish Business ID 3175406-7 · Matsompintie 67, 62200 Kauhava, Finland · roope@nordlake.ai · +358 40 356 8194
The helpdesk is developed and operated by Nordlake. WhatsApp is a trademark of Meta Platforms, Inc.; Nordlake is not part of Meta and is not endorsed by it.