Zigly · 2025

Calling and ticketing

Fixing dropped calls first, then making sure every call, email and message became a ticket someone owned.

Employer and timeframe: Zigly · 2025, foundation phase.

Problem: About 60% of calls to customer care dropped; issues tracked in spreadsheets; social media answered platform by platform
Role: Product lead; chose the tools and led the integration between calling and ticketing
Key decision: Ozonetel for calls and Easy Rewards for tickets, integrated so every channel creates a ticket
Result: Dropped calls 60% → 15%; one queue for calls, missed calls, email and social media

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Problem and context

Customers couldn't get through, missed calls were never followed up, and nobody could see the full list of open issues. The aim was to fix the telephone problem with a dedicated cloud calling provider, and the tracking problem with a ticketing tool that every channel feeds automatically.

Users

Pet parents trying to reach Zigly; the customer care team working from spreadsheets.

Discovery

The problems came straight from the care team's day: dropped calls, connection failures, spreadsheet tracking and manual social replies.

Options and trade-offs

OptionWhy it was or wasn't chosen

A full CRM straight away vs. a simple, replaceable setup first ChosenThe simple setup was chosen, because it was quick to deploy with off-the-shelf tools and a fuller CRM could replace it later. That is what happened: Zoho Desk replaced the ticketing tool in 2026 (see the customer care case study).

The solution

Fix the line first: move calls to Ozonetel.
One queue for every channel: received calls, missed calls, email and social media all create tickets.
Never lose a missed call: each one becomes a ticket for a call back.
Keep it replaceable: a simple integration, so a fuller CRM could take over later.

Technical considerations

Phone calls (received and missed) go to Ozonetel cloud calling, which sends a call event to the Easy Rewards desk. Support email and social media comments, posts and messages also feed the same desk, giving one ticket queue for every channel. CRM agents work that queue instead of a spreadsheet and call customers back. — Ozonetel calling integrated with Easy Rewards ticketing

Outcomes

MeasureBeforeAfter

Dropped callsBefore60%After15%
Where issues were trackedBeforeSpreadsheetsAfterOne ticket queue for every channel
Missed callsBeforeNot followed upAfterA ticket for each, for a call back
Social mediaBeforeAnswered on each platformAfterIn the same queue as calls and email

Most of the improvement in dropped calls came from the move to a dedicated cloud calling provider. The product work was in making sure every contact turned into a ticket that someone owned.