Ticket Management

Simplify all types of ticket management

Better Than Email

A single view that everyone can see. Categorise, Prioritise, Tag and Organise with ease.

Screenshot of setting a ticket status
Ticket Status

Use statuses to manage your ticket lifecycle. Customise them to meet your business requirements and the kinds of tickets you manage.

Screenshot of setting the impact level on a ticket
Ticket Priority

Every ticket has an urgency and impact, both of which can be customised to your own list. Each one has a score, which when multiplied together gives you a priority.

Screenshot of placing tags on a ticket
Ticket Tags

Tag tickets with any word or phrase to help you relate common issues. Search or create queues from your tags.

Screenshot of ticket category setup
Ticket Categories

Create categories and sub-categories for each of your ticket types. Use a different set for your support requests or sales enquiries.

Team Work Makes The Dream Work

Bring everyone together in one space. Have all your support agents working towards the same goal.

Screenshot of private notes on a ticket
Private Notes

Use Private Notes to communicate internally on tickets. Send colleagues messages asking for help, have agents write notes on their progress to a solution, and use it as a place to share the ultimate solution so others can learn from it. Private Notes appear in their own tab, so you won't accidentally send them to the customer.

Screenshot of assigning a ticket to an agent, team or customer.
Assign To People And Teams

Tickets can be assigned to agents, staff and customers, so you always know who has responsibility. Create teams of agents for specific departments or escalation levels.

Screenshot of a form where you can setup routing rules
Routing Rules

Decide whether tickets can be assigned to teams and how new tickets are assigned to them, such as randomly or who on the team has the least assigned.

Screenshot of live ticket collision detection, showing a user who is currently viewing a ticket
Collision Detection

Live collision detection on tickets always shows you which agents have it open and who is currently replying. Automatically lock tickets which others are replying to.

Automate the Boring Stuff

Use our rules and canned responses to tag, reply and assign tickets automatically. No humans required.

Learn More...
Screenshot of a list of ticket rules

From Support Tickets To Sales Enquiries

Handle all types of ticket and manage them the way which makes sense for your business.

Screenshot of a form where you can setup ticket types
Ticket Types

Use different settings for each type of ticket you deal with, from support requests to sales enquiries. Decide what categories they should have and whether you want to accept new tickets via email.

Screenshot of the system queues available to all users
Queues

A saved set of filters on your open tickets, queues allow you to focus your agents on the right priorities. This could be tickets from your top customers, those that have been open the longest, a specific tag, or more.

Screenshot of a list of related tickets
Related Tickets

Relate tickets covering the same topic together so you can quickly jump between them. Use canned responses to quickly and accurately give all of them the same answer.

Screenshot of Ticket Helium in action
Ticket Helium

Helium is a measurement of how high up your list a ticket should be. Helium can be set at a a customer level to make your key customer tickets rise to the top, or at a ticket level, for those that need attention now.

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.

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.

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.

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.

Related Tickets

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

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