Tickets
Tickets handle customer support, onboarding requests, and any other tracked conversation. Every ticket is linked to the customer and contact it's about, so whoever replies has the full history in context.
What tickets are for
A single inbox for every customer request, tied back to the CRM record.
Tickets are how DealJourney handles customer support, onboarding requests, and anything else that needs a tracked conversation. Unlike a generic shared inbox, every ticket is linked (automatically or manually) to the customer and contact it's about, so the rep replying has the full history right there: what they've bought, which deals are open, what was said last time.
Each ticket carries a status, a priority, a source, an assignee, a set of tags, and any custom fields you've added. The conversation itself (replies, internal notes, attachments) lives on the ticket and threads with the customer's email.
Email-to-ticket
Incoming support emails become tickets automatically.
Point a support address at DealJourney and inbound messages become tickets. Replies from the customer are threaded onto the existing ticket by message-id, so conversations stay together even when the subject line drifts. Outbound replies from DealJourney go back to the customer from the same address, keeping the experience identical to working in a mail client.
Tickets can also come in through the public submission widget (embeddable on your website or help centre), through the REST API, or be created manually by a rep after a call or chat.
Working the inbox
The three-column layout built for speed.
The ticketing UI uses a three-column layout: the list of tickets on the left, the conversation in the middle, the composer and context on the right. Keyboard shortcuts let you move between tickets, change status, and send replies without leaving the keyboard.
A Kanban view is available when you want to see tickets grouped by status or priority instead of as a flat list.