Customer Management
Issuebear can handle tickets received from email, from web forms or via registered users logged into your Ticket Hub. That means you can reliably handle both tickets from customers you don’t know, such as a public contact address for an online store, as well as tickets from those you already do, by creating an account for each of your SaaS customers. Registered users can be put into Organisations, so if you provide support for lots of different companies, each of which has many users who need to login and create tickets, then Issuebear can help.
For your support agents, context matters. Which is why you can create notes on both people and organisations to let agents know who they are. Perhaps the organisation is one of your main clients and needs to be dealt with in a specific way. Maybe one of the people is the decision maker on whether they keep using you for their business, and you want to make sure that the agents give them extra attention. Whatever the note, these appear in the sidebar when viewing their tickets, giving the agents context where they need it.
For Organisations in a physical location, you can tag them with all the details of their office addresses, phone numbers and email addresses. You can say who is the main contact from your company when speaking to them, as well as they're speaking to you. The registered users you attach to an organisation can also have job titles, phone numbers, and a marker to say which office location they’re in. Just like notes, all of this information is available to your agents in the ticket sidebar, giving them complete visibility without needing to dig through a separate address book.
To help control the inbound flow of tickets, you can choose to only accept emails and form submissions from known people, so you receive emails from registered users but not from anyone else who gets your support address. You can also go further with both Allow and Deny lists for inbound emails, letting you block individual addresses or entire domains from submitting forms or sending in emails to your ticket system. Inbound emails are also spam scored and automatically flagged and hidden from all ticket views by default.
Customer Management Features
Multiple Notes
Attach multiple notes to your organisations and customers to store important information.
Agent Visibility
Make the most important notes visible to agents when answering tickets.
Organise Everyone
Give access to external users and put them into Organisations.
Assign Roles
Give your users roles that match their job requirements.
All People Types
Manage your agents, registered users, and public ticket creators in one place.
Location
Organisations can have all their offices attached, with contact details and phone numbers.
Per-Organisation SLA
Assign a service level to each organisation and make a promise to answer their tickets within a targeted timescale.
Per-Organisation Localisation
Set appropriate localisation options for each organisation depending on where they are based.
Helium Value
Assign a helium value to help an organisation’s tickets rise to the top of your lists.
Location
Organisations can have all their offices attached, with contact details and phone numbers.
Per-Organisation SLA
Assign a service level to each organisation and make a promise to answer their tickets within a targeted timescale.
Per-Organisation Localisation
Set appropriate localisation options for each organisation depending on where they are based.
Helium Value
Assign a helium value to help an organisation’s tickets rise to the top of your lists.
Organise Everyone
Give access to external users and put them into Organisations.
Assign Roles
Give your users roles that match their job requirements.
All People Types
Manage your agents, registered users, and public ticket creators in one place.
Multiple Notes
Attach multiple notes to your organisations and customers to store important information.
Agent Visibility
Make the most important notes visible to agents when answering tickets.
...for 14 days, then all features from just $19 per month