Handling Tickets

Merging & forwarding tickets, adding Cc & Bcc, replying, commenting, assignments and more.

Tracking Performance with Reports

Monitor team performance with detailed reports on tickets, response times, and agent activity.

Mark resolved tickets as archived to keep your inbox organized and track resolution times.

Add files and images to ticket replies using drag-and-drop or file selection.

Share ticket information with external parties by forwarding messages outside your helpdesk system.

Quickly select multiple tickets using Shift+click to perform bulk actions efficiently.

Understand how tickets move through answered, unanswered, assigned, snoozed, and archived states.

Add images inline or as attachments to ticket replies for visual references and better communication.

Update the reply-to address and primary recipient for better ticket routing and communication.

Find tickets quickly using advanced search with field filters, exact phrases, and logical operators.

Respond to customer inquiries and automatically track ticket states with collision detection.

Include additional recipients in ticket replies using CC and BCC fields for broader communication.

Save time with reusable text snippets for common responses and frequently used message blocks.

Manage unwanted tickets by marking them as spam or trash without affecting your plan limits.

Navigate and manage tickets faster using Gmail-compatible keyboard shortcuts in SupportBee.

Combine related tickets into a single thread for better conversation tracking and management.

Reply to tickets and execute actions like assign, archive, and star directly from email notifications.

Delegate tickets to individual team members for clear ownership and accountability.

Manually create new tickets on behalf of customers directly from the SupportBee interface.

Access original email headers for troubleshooting and verifying email delivery information.

Restrict ticket visibility to admins and assignees for sensitive or confidential support issues.

Add internal notes and collaborate with team members using private comments on tickets.

Route tickets to specific teams for organized workload distribution and specialized support handling.