Handling Tickets

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

Replying to Tickets

How do I reply to a ticket? When you open a ticket and scroll down, you will see a text box for replying to tickets. You can also press 'r' after opening a ticket and the cursor will be put in the reply box for you to reply. How can we make sure two of us don't reply to the same ticket? There are two i...

Adding CC and BCC to replies

How do I add CC or BCC in my replies? When you open a ticket, right on top of the 'New Reply' section you will see the options for CC and BCC. Click on those to add the email address that you want to CC or BCC. Can I add multiple addresses in my CC and BCC? Yes. Can I CC or BCC people that are not added...

Attaching files to tickets

How can I attach files to a ticket? You will see the option to attach files in the bottom right corner of the reply editor. You can either drag and drop your file or select the file from your computer. If using drag and drop, you can drop a file anywhere in the message box and it will automatically a...

Using Images in Tickets

SupportBee allows the use of inline-images in ticket replies. Instead of being limited to using images as attachments, images can be integrated directly into a reply. Using inline-images within a ticket reply Inserting an image into your reply is very easy in SupportBee. To insert the image, simply cl...

Easy replying with snippets

What is a snippet? When handling support tickets, you will often find yourself answering the same or similar questions on a regular basis. To make this repetition easier, and save time when giving common instructions or troubleshooting sets, you can save answers as snippets which can be added to tick...

Commenting on a ticket

What are comments? Comments provide an easy way to collaborate on support tickets. If you need input from another agent without assigning the ticket to them, you can use the comment feature to add input or request input from someone else. How do I comment on a Ticket? Just below the ticket body on the ...

Merging Tickets

What is ticket merging? Quite often, clients reply from different email addresses to the same ticket. This breaks the ticket flow, splitting the original thread into two different tickets. Also, when you get two or more tickets from the same client about the same problem, it will be easier to manage ...

Replying and Issuing Commands via Email

Can I reply to tickets from Email notifications? Yes, you can. Not just that, you can even reply inline and/or copy commands like assign.me etc! Is there way to avoid multiple agents replying to the same email notification? No. Currently we don't have a feature to avoid this. However, we ...

Keyboard Shortcuts

We support a large number of keyboard shortcuts for faster and easier use of our interface. We are also always trying to grow this list, so please check back occasionally for any updates. What keyboard shortcuts can I use? Here's the list of our Gmail compatible keyboard shortcuts. ? Open keyboard sh...

Assigning tickets to a User

One of the most common help desk software functions is to assign tickets to other team members. In SupportBee, you can assign tickets to users or teams How do I assign tickets to a user? After you have added users to your helpdesk, Select tickets you want to assign in the listing and click 'Assign'. Y...

Assigning tickets to a Team

How do I assign tickets to a team? After you have added teams to your helpdesk and added users to teams, Select tickets you want to assign in the listing and click on 'Send to Team’. You can also open a ticket and click 'Send to Team’. From the list of teams, select the team you want to assign the ti...

Ticket States

Unlike traditional email ticketing systems, tickets in SupportBee are categorized in simple, easy to follow pairs: Answered/Unanswered, and Assigned/Unassigned. Unanswered - Answered When a ticket is created, it is automatically unanswered. When you reply to a ticket, it is marked Answered and it is m...

Archive a Ticket

How do I archive a ticket? You can archive a ticket by selecting it in the list and clicking Archive or by opening it and clicking Archive. You can also use the keyboard-shortcut e How do I access archived tickets? You can click on the 'All Tickets' section in the left navigation menu to access all the...

Managing Private Tickets

What are private tickets? Tickets with restricted visibility are called private tickets. The contents of a private ticket can be viewed only by admins, and assignees if any. How can I mark a ticket private? The following are the three ways to mark a ticket private: By manually marking individual tickets...

Handling trash and spam tickets

How do I handle spam or trash tickets? If you have tickets arriving that are spam or unnecessary, there are two ways to address the issue:Mark the tickets as trash/spam. Tickets can be marked as trash/spam from the main ticket interface, or from a specific ticket window. Any ticket marked as trash or...

Searching through tickets

SupportBee’s advanced search function allows you to search through tickets based on particular fields, using exact phrases and wildcards, using modifiers (like ‘AND’, ‘OR’), and so much more.Below is a comprehensive list of options that will help you in searches within SupportBee. You can also take ...

Forwarding tickets outside SupportBee

Can I forward support tickets outside SupportBee? Yes, you can forward a message to any address outside SupportBee. This can be useful in situations where you might need to get information from a ticket to a 3rd party not associated with your organization, or to someone who might not be assigned to y...

Tracking Performance with Reports

Using the Reports Feature Reports in SupportBee offer a great way to track the performance and metrics of your support system. With reports, you can track the metrics for your entire team, a specific agent, teams, or even a label. Using the reports is simple.Note that only admin level users can acces...

Viewing original email headers

Where can I view the original email headers of a ticket? You can view the original email headers by clicking on the 'More' button while viewing the ticket, then clicking 'Show Headers'. Please note that we do not store headers for tickets older than 30 days or for tickets created via our API.

Creating tickets from the interface

Can I create a ticket in SupportBee on behalf of my customers? Yes, you can create a new ticket on behalf your customers from the SupportBee interface. This can be useful when you have an issue come up, or want to track communication with a customer that does not have a ticket already. To create a ti...