Handling Tickets

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

Ticket States

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

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

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

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

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

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

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

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

Organize and categorize tickets using color-coded labels for better ticket management and tracking.

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

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

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

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

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

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

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

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

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

Find tickets quickly using keyword search and customer email lookup.

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

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

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