Use a Support Case when something needs to be tracked, a cadence call when you want a structured review, and WhatsApp or email when you want to communicate directly with the Booking Ninjas team.
You can use more than one channel for the same situation, but the Support Case should hold the formal record when an issue or request needs ongoing follow-up.
Which Channel Fits Which Need?
On smaller screens, scroll the table horizontally to view all columns.
| Need | Best Channel | Why |
|---|---|---|
| A specific issue or request needs tracking | Support Case | Keeps the details, evidence, updates, and follow-up in one trackable record. |
| Review open items, priorities, feedback, adoption, or upcoming needs | Cadence call | Creates a scheduled weekly, monthly, or quarterly review based on the client’s chosen rhythm. |
| A quick question, update, or coordination message | WhatsApp or email | Gives direct communication through the Booking Ninjas Contact Center. |
| A direct message turns into an issue that needs investigation | Support Case | Moves the important context into the structured ticketing system. |
| A larger future change needs discussion | Cadence call or Support Case, then separate review if needed | Lets the business need be understood before anyone assumes it belongs in normal support. |
Can You Use More Than One Channel?
Yes. You may send a quick WhatsApp message and then open a Support Case when the issue needs tracking. You may also review important open cases during a cadence call.
The channels work best together when each keeps its proper role: direct contact for conversation, cases for tracked items, and cadence calls for the wider review.
What if You Need a Fast Answer?
WhatsApp or email is the most direct communication channel, but it is not guaranteed to be live. If no one is online, the message waits. Booking Ninjas targets a response within 12 hours for direct messages.
If the matter needs investigation or repeated follow-up, opening a Support Case gives it a better place to stay visible while the team works through it.
What if the Request Grows?
A small question can reveal a larger need. The system may be working correctly, but the client may want a new workflow, integration, data migration, major configuration change, or additional development.
That should be reviewed before it is treated as a normal support fix. See What Happens When New Requirements Appear?.
Simple rule: track it in a case, review it in a cadence call, or talk to us directly through WhatsApp or email.
What Should You Review Next?
Read How Booking Ninjas Support Works for the full model, How to Submit a Support Case for tracked issues, and How Cadence Calls Work for recurring reviews.
Sources and Further Reading
- What Support Is Available After Launch? — explains the wider Booking Ninjas post-launch support boundary.
- Salesforce Help: What’s a Case? — supports the general role of cases in tracking customer questions, feedback, and issues across channels.
- Salesforce Trailhead: Customer Success — supports the broader role of proactive review, adoption, and ongoing customer engagement.
External sources support the general support-management concepts. Booking Ninjas defines its own channels, cadence options, and direct-message response target.