Tickets (support inbox)

The support inbox (Supportsager) is where customer support requests land and get worked. A ticket is a single support conversation, usually started by a customer email or the support widget, that your team tracks from open through to resolved.

The page has three parts: the list of tickets on the left, the selected conversation in the middle, and the ticket's details on the right. Emails to your connected support address become tickets automatically; you can also create one by hand.

Every ticket carries:

• a status that tracks where it is (for example unresolved → closed),
• a priority so urgent issues stand out,
• an assignee: the team member responsible for it.

You reply to the customer directly from the ticket, and Dealy can draft a reply for you based on what it knows about your product and the customer. Because the whole back-and-forth stays in one place, anyone on the team can pick up where someone else left off.

Somebody who emails you for the first time becomes a real contact. If their address belongs to a company you do not already have, that company is created too, so the ticket has something to hang off instead of a loose name. It is filed as a prospect, not a customer: plenty of the people who email a support address are suppliers, payment providers or nobody at all, and they should not sit in your customer list looking like accounts that pay you. Recategorise one the day it becomes something else.

Freemail addresses (gmail, hotmail and the like) only ever make a contact — a personal address says nothing about which company somebody works for.

Tickets is in beta. It is in daily use and supported, but it is still growing features and the occasional rough edge is expected. Tell us when you hit one — beta is exactly when that feedback changes the product.