helpdashGive every request a clear owner.
Assign tickets to people or agent groups. Set priorities, use saved views and track the status of each request without stitching together a spreadsheet.
Assignment · Saved views · Priority · Status Shared inbox
A conversation worth keeping together.
Every request has a customer, a history and a next step. Bring them together so your team can spend its attention on the answer.
A little help with our team setup
Maya Chen · Northstar Studio
Internal note
Roles are the right place to start. I have attached the setup guide.
Alex · Support teamMade for the work behind the answer
From “who is on this?” to “I have got this.”
Keep the whole customer in view.
Contacts and companies put the person behind the message in context. See recent requests, company details and VIP markers while your team works through the conversation.
Contacts · Companies · Customer historyMake the handoff part of the ticket.
Add internal notes, attach files and bring colleagues into the work with watchers. SLA policies and escalation rules give the team a shared view of what needs attention.
Internal notes · Watchers · Attachments · SLAsAsk for the details your work needs.
Build ticket forms with custom fields and conditional sections. Keep extra records such as devices or contracts in custom objects, so your support process can reflect the service you actually provide.
Custom fields · Conditional forms · Custom objectsA few good
questions.
How does email become a ticket?
Connect your inbound email configuration. Incoming messages become tickets, with the sender linked to a contact. Replies can remain attached to the same conversation.
Can customers see internal notes?
Internal notes are for your team. The ticket composer distinguishes them from customer-facing replies so that your handoff context stays inside the workspace.
Can different teams work in the same inbox?
Yes. Agent groups, assignments, roles and saved ticket views help organise the work. Workspace permissions determine what each member can access.
Part of a bigger picture.
Bring the rest of your support work along.