Handling Tickets

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

Archive a Ticket

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

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.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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