Ticketing System for Small Business
For the team still running support out of a shared inbox. Every request gets an owner, a status and a due date — so nothing is answered twice and nothing is missed.
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Three things a shared inbox does every week
Two of you answer the same message
Both saw it, both assumed the other had not, and the client gets two replies that do not quite agree. Nothing in the mailbox was going to stop that.
One gets marked read and never comes back
Read is not the same as handled, but the mailbox treats them identically. The message drops off the first screen and that is the last anyone thinks of it.
Covering for someone means reading their email
When the person who knows is away, the context is in a thread you have to go hunting for — assuming you were copied in at all.
Someone owns every request
A shared inbox has no owner, so a message is either handled twice or not at all. Assign a ticket and it is visibly somebody's job.
The history follows the request
Replies, internal notes, attachments and status changes live on the ticket, so covering for someone on holiday does not mean reading their email.
Find it a year later
Full-text search covers tickets and their attachments, so "what did we do last time" takes seconds instead of a scroll through a mailbox.
What's included
Frequently asked questions
Can we keep using our support email address?
Yes. Forward it and incoming mail becomes tickets, with replies threading back onto the right one automatically.
Is it hard to move off a shared inbox?
No — most teams forward the address and work the queue from day one. Old mail stays where it is; new requests arrive as tickets.
What does it cost?
Free for 2 agents and up to 100 clients, with unlimited tickets. $12 per agent per month after that.