For a single-founder startup supporting customers via regular email is... OK. Once your business grows - along with your team and the volume of support - you might want to move to a "shared inbox". But a shared mailbox, which is essentially "several people being logged into the same mail account", is still missing many features:
From the user's perspective it looks like they're just writing you an email - and getting responses. From the support team's side it's an organized database of support tickets that allows them to:
In addition Jitbit's ticketing system will:
Most ticketing systems connect to your existing mailboxes via POP3, IMAP or sometimes EWS (Exchange Web Services), pulls the fresh emails, creates tickets (or replies to existing tickets) and then mark the message as "deleted" (or "read") in the mailbox. The message is being pulled with all the file-attachments and inline images. Most systems additionally perform basic spam-checks and antivirus scans.
Once a support agent responds to a ticket - the response is simply being sent back to the user via SMTP.
Our SaaS version comes with built-in mailboxes that look like this:
Where "account" is the name of your help desk instance. You can send (or forward) all your support emails to this mailbox and the messages will become tickets (or replies to existing tickets) instantly.
In additon you can customize this mailbox like this:
Where "1234" is the "Category ID" from your help desk system and "any-word" is literally any non-numeric text you want. This way tickets will be routed to a category of your choice.
Reminder: this works with our SaaS, cloud-hosted version only, the on-premise installation is limited to POP/IMAP/Exchange only.
Last updated: 11/6/2019 more Helpdesk Ticketing System whitepapers