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Ticket Management

Support requests, form submissions, enquiries… we’re just the ticket

Whether you're receiving support tickets from your customers, your staff, or are getting sales enquiries from potential clients, managing them all via email is a difficult challenge, especially after it becomes too much for one person. Taking on a help desk application like Issuebear lets you start treating each of these requests as a ticket to resolve, providing a shared inbox for all your support agents. Prioritise, categorize, tag, automate and assign tickets so your team never loses track.

Create separate ticket types for each kind of ticket you receive, like support requests and sales enquiries. Use custom fields and forms to ensure you collect the correct information to let you deal with the request effectively. Use a status to track the lifecycle of the ticket from New to Closed, and create your own categories and sub-categories to help narrow down what the ticket is for. Tag tickets to help you find similar requests later. Tickets can also have an Impact, a measure of severity, and an Urgency, a measure of time, which combine to create a Priority, so you answer the right tickets first.

Agents are the members of staff who will answer your tickets. We’ve worked hard to make sure their experience is a good one, because happy agents mean happy customers. Create and organise agents into teams, with a choice of routing rules when a ticket is assigned to them. Agents can easily see their assigned tickets, the ones they’re watching, and the new ones that need dealt with. To stop agents duplicating work, we’ll proactively monitor who has a ticket open and who is replying and stop others from doing the same. Agents can even use Canned Responses for common replies, allowing them to breeze through waiting tickets.

To make sure that agents are working on the right tickets, you can create queues that match specific criteria. You could create a queue that only contained Critical tickets from your top customer organisation, or a queue that only contains new tickets from inside your own business. These can be setup by administrators and shared with everyone. You can also use Ticket Helium to help raise tickets to the top of your lists. The amount of helium in a ticket increases automatically, and when combined with an organisation or ticket-specific helium value, can give you a single value for its importance.

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Ticket Management Features

Private Notes

Add private notes to tickets that only agents can see, sharing knowledge and resolution ideas.

Knowledge Base

Search your knowledge base while looking at a ticket to easily find articles or answers that may help your customer.

Related Tickets

Relate similar tickets to help agents know about similar problems. Make sure everyone gets the same answers.

Powerful Sidebar

See all the ticket information in one place, quickly click fields to edit the information and 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.