Customisation
Ticket Types and Forms
Use Ticket Types for each type of inbound request you receive. Create one for bugs, one for sales enquiries or one for feature requests. You can then customise the form displayed to your users when they’re creating this type of ticket. Add a description and hide the fields you don’t want to show. You choose which ticket types are available in each inbox.
Categories
Create a set of categories and sub-categories and then choose which one is used for each ticket type. Maybe you want to categorise bugs based on the area of the system the problem applies to. Maybe you’ve got a ticket type for internal IT hardware requests, and need to know more about what the problem is. Categories allow you to do things like create a set of hardware categories and list all the devices they could be creating a ticket about.
Custom Fields
Step beyond our built-in fields and create your own questions for a Ticket Type form. Create text fields, dropdowns and date entry fields. Want to ask a user when they first encountered a problem? How about giving them a dropdown to ask them their mood or maybe you work in web-design and want to know the browser they’re using? Custom fields let you gather the information you need.
Statuses
Every ticket in Issuebear has a single status, starting with New and ending with Closed. Beyond the built-in statuses you can also add your own and tie them to our system behaviours. So if you have a particular workflow you follow, you can build it here. You can then decide which statuses each of your inboxes use.
Impacts and Urgencies
Impact is a measure of severity and urgency is a measure of time. A ticket can have a high impact, but a low priority, because maybe it only has that impact once per year. Every ticket in Issuebear can be assigned both of these values, and you can customise the items that appear in each. Give each item a score, and we’ll calculate a priority for you too – impact multiplied by urgency. You can even decide which impacts and urgencies each of your inboxes show.
Inboxes
If you need to separate one set of tickets from another, you can use multiple inboxes to do it. Each inbox in your account has its own settings, optional permissions, and choice of fields like statuses and impacts. An inbox can have its own working hours schedule, ticket locking method, default SLA, timings for how long before tickets are automatically closed after being resolved, whether you want to collect CSAT feedback, and more. If you’re running two distinct help desks from one system, inboxes are the way to do it.
Security
We offer a range of security settings on all accounts that you can modify to suit your business requirements. Set minimum password lengths, complexity rules, reset frequency and session length. Enforce MFA for all users or allow them to choose whether to enable it themselves. And when MFA is enabled, you can always prompt for it or only prompt for it when they login from a new device. You can even disable passwords altogether and only allow login via MagicCode, which we send to a user’s email address upon login.
Localisation
Setup a default timezone, date format, time format and number format for your system, and then override that on a per organisation or per-user basis. Got users in multiple timezones around the world? Not a problem. Make sure everyone sees dates and times the way they expect.
Customisation Features
Help Out
Tell your users what you expect and help reduce confusion.
Multiple Field Types
Create custom fields as text, dropdowns with multiple options or a date picker to make sure you collect the correct information.
Score
Give Impacts and Urgencies a numeric score and we’ll use it to calculate an overall priority for the ticket.
Go Password Free
Skip passwords and have users receive an email with a six-digit code upon login instead.
Multi-Factor Enabled
Require multi-factor login for all users or make it optional. Always ask for it, or only when the user logs in from somewhere new.
Span Inboxes
Share the same ticket type across multiple inboxes and reduce your setup time for complex environments.
Help Out
Tell your users what you expect and help reduce confusion.
Multiple Field Types
Create custom fields as text, dropdowns with multiple options or a date picker to make sure you collect the correct information.
Score
Give Impacts and Urgencies a numeric score and we’ll use it to calculate an overall priority for the ticket.
Go Password Free
Skip passwords and have users receive an email with a six-digit code upon login instead.
Multi-Factor Enabled
Require multi-factor login for all users or make it optional. Always ask for it, or only when the user logs in from somewhere new.
Span Inboxes
Share the same ticket type across multiple inboxes and reduce your setup time for complex environments.
...for 14 days, then just $19 per agent per month