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How can I use WhatsApp for my work in IT?

In IT everyone already uses WhatsApp: customers reporting a problem, sales between one demo and the next, engineers out at customers’ sites. With Ugo it becomes a work tool: you type or send a voice message, and it summarises and replies to Zendesk tickets, updates the CRM, opens issues in Linear, keeps track of projects and renewals and replies to customers from the company number. It asks you to confirm before every action.

Try UgoExamples of using WhatsApp in IT

At an IT company the phone never stops buzzing. A customer messages on WhatsApp that the network printer isn’t working, a salesperson asks whether Thursday’s demo is confirmed, an engineer is on site and can’t find the NAS password where it should be, the project manager wants to know which bugs are blocking the release, accounts point out that thirty licences expire at the end of the month. The answers are scattered across the helpdesk, the CRM, project boards and renewal spreadsheets.

Ugo is a WhatsApp contact connected to the tools the company already uses: Google Workspace or Microsoft 365, email, calendar, Zendesk for support, HubSpot or another CRM for sales, monday.com for projects, and Notion, Linear or any app with an MCP server for development. Everyone uses it from their own phone, with their own accounts and permissions. With Automations on the company’s WhatsApp Business, Ugo also collects customers’ requests and opens the ticket.

Ugo doesn’t access customers’ servers or PCs, doesn’t run commands on systems and doesn’t replace your RMM, PSA or monitoring. It finds, summarises, prepares and reminds. Every reply to a customer, issue or update goes out only after you tap “Confirm”.

Who uses it in the company

Who uses WhatsApp with Ugo at an IT company

From sales to support, everyone has their own questions. Ugo answers each of them with their own tools.

Sales and presales

The customer’s history, open deals and tasks before a demo, notes and stage updated straight after. Ugo also answers questions about product features by reading the website and the public documentation.

Project managers

What’s running late, what’s blocking the release, how far the customer’s migration has got: Ugo summarises the monday.com boards and the issues, and updates status and dates once you say so.

Helpdesk and support

The tickets waiting for you in Zendesk, most urgent first, with long conversations summed up in three lines. Ugo writes the reply to the customer or the internal note and changes the ticket status.

Development

The issues assigned to you in Linear, the specs in Notion, the bug a customer reported turned into an issue with steps to reproduce. All from WhatsApp, without opening your laptop.

Field engineers

The route to the customer with live traffic, Street View of the entrance, the job’s ticket summarised before you go in and the closing note dictated by voice on the way out.

Accounts and renewals

Licences, support contracts, domains and certificates coming up for renewal: Ugo reads the renewals sheet, warns you in good time and drafts the renewal emails to customers once you confirm.

Examples of using WhatsApp in IT

Real conversations, typed in a hurry the way people type on WhatsApp.

The urgent ticket, handled from your phone

You’re out of the office and an urgent ticket comes in. Ugo summarises the conversation, writes the reply to the customer and puts the ticket on hold, once you confirm.

Skills used

Ugoonline

  1. What do Harper & Co want in the urgent ticket?

  2. Ticket #4517, Harper & Co: since this morning three workstations can’t see the “Clients” shared folder on the NAS. They’ve already restarted the PCs. Shall I reply that Luke Saunders will be there today at 3pm and put the ticket on hold?

  3. Yes

  4. I’ll reply on ticket #4517: “Good morning, Luke Saunders will come over today at 3pm to check access to the shared folder.” Then I’ll set it to On-hold. Confirm?

The demo that just finished, in the CRM

Straight out of the demo, the salesperson sends a voice message. Ugo adds the note to the deal in HubSpot, moves it to the next stage and creates the task for the proposal.

Skills used

Ugoonline

  1. 🎤 Voice message (0:33)

  2. Here’s what I’ll do on the deal “Warehouse management – Carter Logistics”: • Note: “Demo went well, interested in the inventory module with handheld scanners, 8 users, want to go live in January” • Move the deal to Proposal • Task “Send Carter the proposal” for Friday Confirm?

The customer’s bug, turned into an issue

The project manager forwards the customer’s report to Ugo. Ugo creates the issue in Linear with a title, steps to reproduce and priority, through Linear’s MCP server.

Skills used

Ugoonline

  1. Open an issue: in the Dales Fresh Produce app the order PDF export cuts off the last line if there are more than 40 items

  2. I’ll create in Linear, “Customer apps” team: • Title: “Order PDF export: last line cut off above 40 items” • Description: customer Dales Fresh Produce; steps: order with 41 items → Export PDF • Priority: high, label “Bug” Confirm?

The on-site visit, from arrival to sign-off

The engineer asks how long it will take to get there and how to get in. On the way out they dictate how it went: Ugo adds the internal note to the ticket and marks it as solved.

Skills used

Ugoonline

  1. How long from here to Harper & Co?

  2. 18 minutes with current traffic (6 miles, via the A64). You’ll arrive at 2:52pm. Shall I send you Street View of the entrance at 12 Station Road?

  3. 🎤 Voice message (0:29)

  4. On ticket #4517: • Internal note: “Permissions on the Clients folder restored after the NAS update, access checked from all three workstations” • Status: Solved Confirm?

Automations on your number

Customers message the support number, Ugo opens the ticket

Customers and users message the support team’s WhatsApp Business. An automation replies with three buttons: New problem, Open ticket, Sales. For a new problem Ugo asks for the company and a description, opens the ticket in Zendesk and replies with the number; with “Ask me to confirm first” you see it first. For an open ticket it reads the status, for sales it alerts the right colleague.

The blue bubbles are the customer, the white ones are the replies sent from the company’s WhatsApp Business number.

Discover WhatsApp automations

  1. Hi, we’ve got a problem with our email

  2. Hello! I’m the assistant at Ridings IT. How can I help?

  3. New problem

  4. Could you tell me the company name and what’s happening? If there’s an error message, type it out or send me a photo.

  5. Booth Hardware, since this morning Outlook keeps asking for the password on two PCs

  6. Thanks, I’ve opened ticket #4532 “Booth Hardware – Outlook asking for password on two PCs”. An engineer will get back to you within the hour. For updates you can message me here with the ticket number.

Ideas for using Ugo’s skills at an IT company

Each skill is a connected tool. Here’s how to get the most out of it in this sector.

ZendeskZendesk

The helpdesk in your pocket

The tickets waiting for you, a customer’s requests over the last year, replies and internal notes written from WhatsApp. Handy in the evening and at weekends, when you’re on call but not at your desk.

Discover Zendesk
NotionNotion, Linear and apps with an MCP server

Linear, Notion and the team’s tools

Issues assigned to you, new issues from customers’ bugs, spec pages and runbooks in Notion. And any other tool with an MCP server, from the PSA to your in-house system.

Discover Notion, Linear and apps with an MCP server
HubSpotHubSpot

Deals, demos and follow-ups in the CRM

Before the demo Ugo tells you everything about the prospect, afterwards it logs notes, moves the deal to the next stage and creates the task for the proposal. It also works with Zoho CRM, Odoo and Agile CRM.

Discover HubSpot
monday.commonday.com

Projects and migrations on the boards

Onboardings, migrations and releases as items on a board: Ugo tells you what’s running late, changes status and dates and writes the updates for the customer and the team.

Discover monday.com
OneDriveOneDrive, Word and Excel

The licence and contract renewals sheet

Ugo reads the Excel sheet with licences, support contracts, domains and certificates, warns you about expiry dates and updates the cells when a renewal is done.

Discover OneDrive, Word and Excel
Website previews

The customer’s website, before the call

How the prospect’s site looks on a phone, whether the page the customer is complaining about really does look wrong: Ugo sends you an image of the public page in a few seconds.

Discover Website previews

What Ugo does not do

Ugo organises messages, calendars, emails and documents. Everything else stays with your systems and your people.

  • It doesn’t access customers’ servers, PCs or networks and doesn’t run commands or scripts on systems.
  • It doesn’t replace your RMM, PSA or monitoring system, and doesn’t send automatic fault alerts: it works with the tickets and boards you’ve connected.
  • It doesn’t store customers’ passwords and credentials: those stay in the company’s password manager.
  • It doesn’t run mass campaigns on WhatsApp: automations reply to whoever messages, within WhatsApp’s 24-hour window.

The skills to switch on

The most useful Ugo features in this sector, starting with the first one to turn on. Each person switches them on from the portal in a few minutes.

Ugo for people working in the sector

The pages for the jobs in this sector, with more specific examples.

Questions about WhatsApp and Ugo in IT

How do you use WhatsApp for work at an IT company?

To receive customers’ problem reports, coordinate engineers on site, follow demos and deals and keep customers updated on projects. With Ugo everyone can also handle tickets, deals, issues and deadlines in the chat, and the support team’s WhatsApp Business collects requests and opens tickets on its own.

Can Ugo open and manage tickets in Zendesk?

Yes. It lists the tickets waiting for you, searches by customer or keyword, summarises conversations, replies to customers, adds internal notes, opens new tickets and changes the status. Every action goes ahead after you tap “Confirm”. Ugo works with the permissions of your agent account.

Does it connect to Linear, Notion or our PSA?

Yes, to Notion and Linear with your account, and to any tool that offers an MCP server reachable from the internet: you paste the address and Ugo learns to use it. It reads freely, but any action that creates or changes something is shown to you first.

Can Ugo work on customers’ systems?

No. Ugo doesn’t connect to servers, PCs or networks, doesn’t run commands and isn’t a monitoring system. It takes care of everything around the job: tickets, diary, routes, notes, communication with the customer.

How much does Ugo cost for the whole company?

Ugo costs €50 a month or €550 a year per person, excluding VAT, with every skill included. You only switch it on for the people who use it: for example helpdesk, engineers and sales. Data stays on servers in Frankfurt.

Useful references

Associations, bodies and official sources for the sector: external websites, independent of Ugo.

Tickets in the system, answers on WhatsApp

Connect Zendesk, the CRM, the boards and the support team’s WhatsApp Business in a few minutes. Engineers, sales and developers work from the chat.

Try UgoTalk to us

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