At Dots, we are constantly looking for ways to improve communication, reduce delays, and create a smoother support experience for your team.
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Until now, many order-related requests were handled through Slack messages, scattered emails, or manual support conversations. While this worked in the past, it also created challenges:

To solve this, we are introducing CSA Tickets (Customer Support Automation) — a new AI-assisted support workflow built directly into your Dots platform.
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CSA creates a centralized, structured, and transparent way to communicate with our procurement and logistics teams regarding your orders. Instead of opening requests through Slack or informal channels, you will now be able to open and manage support tickets directly from the relevant order.
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The result:

✅ Faster response times
✅ Better visibility and tracking
✅ Reduced miscommunication
✅ More organized support workflows
✅ Clear ownership and accountability
✅ Easier follow-up for both sides

CSA (Customer Support Automation) is Dots’ new built-in ticketing system designed specifically for order-related communication.
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The system combines:

All communication stays connected directly to the relevant order, making it easier for both your team and Dots teams to track updates, resolve issues, and maintain clear communication.

You can open tickets for:

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Instead of searching for the right person on Slack or waiting for information to be passed internally, your request will automatically reach the Dots logistics/Procurement specialist.

Each ticket is linked directly to the relevant order.

This means:

Once a ticket is submitted, it is automatically routed to the correct procurement or logistics specialist responsible for your order.

While CSA uses AI capabilities to improve communication, organize requests, and assist with message formatting, every ticket is still backed and handled by a real Dots supply-side specialist.

This means your request reaches the team member directly responsible for the operational handling of your order — reducing unnecessary middle layers, minimizing delays, and improving communication accuracy.

Instead of communication passing manually between multiple people or departments, CSA creates a more direct connection between your team and the operational specialist managing the order.

The AI supports the workflow, but the operational communication and decision-making remain fully managed by the Dots team.

Every ticket has a clear status so you always know what is happening.

You will receive updates through:

This ensures you never miss an important update.
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CSA includes AI assistance to help improve communication quality and streamline the support experience.
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The AI helps:

However, CSA is not an AI-only support system.

Every ticket is reviewed and managed by a real procurement or logistics specialist from the Dots supply team, who takes an active role in the communication and operational handling process.
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This approach allows us to combine:

The goal is not to replace human communication — but to improve it by reducing unnecessary middlemen, organizing information better, and enabling more direct collaboration between your team and the Dots operational team.
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Important:

The AI does NOT make operational decisions or automatically answer order-specific questions independently.
Operational handling, decisions, and follow-up remain fully managed by the Dots team.

Go to the relevant order inside your Dots dashboard.

Inside the order page, click:

This opens the CSA side panel directly inside the platform.

Examples:

Once submitted:

You can return to the order at any time to:

All communication remains organized in a single thread.

If a resolved issue requires additional follow-up, you can simply send another message inside the same ticket.

The ticket will automatically reopen and notify the Dots team.

This helps avoid duplicate conversations and keeps the full history in one place.
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CSA supports communication in multiple languages, which can be especially valuable for clients whose English is not their strongest language.
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You may write tickets in the language that is most comfortable for you. The AI-assisted workflow helps structure, translate, and clarify the message so both your team and the Dots supply specialists can communicate more easily and accurately.

This helps reduce misunderstandings and makes the support experience more accessible for global teams.

As part of this transition:

CSA Tickets is specifically designed for communication related directly to orders, procurement, logistics, shipment updates, and operational order handling.

This helps us:

Technical support requests and non-order-related issues should continue to be handled through the existing support workflows, including:

Examples include:

CSA is intended specifically for order-related communication and collaboration with the Dots procurement and logistics teams.

For urgent operational escalations outside normal workflows, your Dots point of contact remains available when necessary.

CSA Tickets will become the primary workflow for order-related support communication. This allows both sides to maintain structured tracking and faster handling.

Yes. You will continue receiving updates through:

Yes. Simply send another message in the same ticket thread.

Yes. CSA supports multi-language communication.

No. The AI assists with communication formatting and clarity only. Operational handling is always performed by the Dots team.

CSA was designed to create a more transparent, efficient, and scalable support experience for both your team and ours.

By centralizing order communication directly inside the platform, we can:

We’re excited to introduce this new workflow and look forward to continuously improving it together with your feedback.
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