Supercharge Your B2B Support Process
Stop managing your customer issues via email.
Your business can't wait. Poor support is the number #1 reason why customers leave.
Issuebear Can Transform Your Business
You add your customers, they log in to your Ticket Hub and you start delighting.
For Your Support Team
A great experience for your support agents, because happy agents = happier customers.
Project Managers, Account Managers and other staff can view and watch tickets for the customers they’re responsible for.
Take Responsiblity
Assign tickets to agents or teams so everyone knows who is responsible for resolving the problem. Assign back to the customer when ready.
The Important Issues First
Easily see all the tickets that need dealt with, prioritise them, categorise them, and take them through your workflow.
Make A Customer Promise
Setup Service Level Agreements to target when tickets will get their first response, regular updates, or resolution.
Highlight Your Best Customers
Use Ticket Helium to raise the importance of individual issues or all tickets from your key customers.
For Your Customers
A user friendly ticket hub where they can see all their tickets and raise new ones.
Customers no longer think that issues just disappear into a black hole.
Full Visibility - No Black Holes
Can either see their own tickets or all the tickets from their organisation. They can triage them, post updates, and prioritise them.
Customers Can Help Themselves
Private access to your Knowledge Base, with only articles you want them to see. Let your customers help themselves.
Always Kept Up To Date
Can view your company announcements, such as upcoming maintenance or any other important information you need to inform them of.
Accept New Tickets Via Email
Your existing customers can send you issues by email which can then be automagically turned into a new ticket.
Ticket Management
Move beyond shared email inboxes and to a dedicated tool for managing inbound requests. Manage your ticket lifecycle and empower your agents to provide amazing support.
Rules
Create canned responses and automated ticket processing rules that help you resolve tickets more efficiently. Automate the boring stuff and leave more time for delighting your customers.
Reporting
Get detailed analytics of your inbound ticket flow, SLAs, agent responsiveness and customer satisfaction. We give you the peace of mind of knowing your customers are happy.
SLAs
Make a promise to your customers with a Service Level Agreement, target tickets with different rules, and keep track of breaches and successes.
Knowledge Base
Help your customers help themselves by populating a knowledge base with articles which describe your product or services. Write articles just for your agents or staff and help everyone learn.
Customer Management
Manage your customers and their organisations, attach notes to them, store their office locations, job titles and other contact details to help supporting them be a breeze.
Customisation
Customisation equals flexibility. Setup your own ticket types and custom ticket creation forms, your own ticket statuses, impacts, urgencies, and much more. Make the system your own and keep it secure.
Agent Dashboard
Agents can quickly see the tickets assigned to them, what they’re watching, pending tickets and more. Customise this dashboard with your own queues.
Customer Login
Let customers login to your ticket hub and see the tickets relevant to them, either from themselves or other members of their organisation.
Queues
Queues are lists of tickets matching specific criteria. We give you some sensible defaults, but you can always create your own.
Detailed List
See the important details of all your tickets, such as who created it, priority, the next SLA target, who last replied and when, and more.
Powerful Sidebar
See all the ticket information in one place, quickly click fields to edit the information, read organisation and user notes or search your knowledge base.
Ticket Messages
See the message history between you and your customer and easily switch between notes, attachments and related tickets.
Watch Tickets
Customers and agents can watch tickets they’re not involved in, so managers can make sure they’re kept in the loop.
...for 14 days, then just $19 per agent per month