When a customer calls, your team sees their orders, invoices, payments and history on one screen — so answers are instant and 'let me check with accounts' disappears from your vocabulary.
Orders, balances and history load beside the case.
Escalations fire before promises break.
Returns and credit notes raise straight from the ticket.
Every ticket opens against the customer's live account — outstanding balance, recent orders, delivery status — because care and billing share one database.
Tickets linked to the customer's account 360
Order, invoice and payment context inline
Internal notes and assignment
Full interaction history
Response and resolution targets per priority, with escalations before a breach — and reporting that shows where service really stands.
SLA policies by priority and channel
Escalation rules and alerts
First-response and resolution metrics
CSAT capture on closure
When a case ends in a return or refund, the credit note raises right from the ticket — posted to the books, linked to the original invoice.
Returns and credit notes from the ticket
Approval workflow on financial actions
Root-cause tagging for quality analysis
Recurring-issue reporting by product
Last updated 3 July 2026 · Reviewed by the PeppyBooks product & compliance team
Customer care software manages support interactions as tickets with owners, priorities and SLAs. The differentiator for product businesses is context: agents resolving a complaint about a delivery or an invoice need the order, the payment status and the customer's history on the same screen — not in another department's system.
Yes — the ticket view includes the customer's live account: orders, invoices, payments and outstanding balance.
Yes — response and resolution SLAs per priority, with escalation before breach.
Yes — credit notes raise directly from the case with approval control, linked to the original invoice.
Yes — cases can originate from email, phone logging and WhatsApp conversations, all attached to the same customer record.