Ticketing

Tickets that stay with the conversation

When a chat or email needs work that takes longer than a reply, turn it into a ticket. It stays in the same thread, the customer can follow it, and your issue tracker keeps it up to date.

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The widget your customers see inside your app.

Your team’s viewYour customers’ view

Priya NatarajanOpen

Hi team! We're rolling Acme out to ~400 people at Northwind next month, and our field teams need calendar sync before we go live. Is it on the roadmap, and is there a rough timeline?

Priya Natarajan · 8:30 PM

Hi Priya! Calendar sync is in progress right now, and Google and Outlook are the first two we're building. I've added Northwind to the request so you'll hear the moment it reaches beta.

8:52 PM · Sam Rivera

Three kinds of ticket

Different work needs different visibility. Pick the kind when you create the ticket.

Read about tickets

Customer tickets

Work a customer is waiting on, such as a bug or a refund. They see its stage and can reply at any time.

Back-office tickets

Internal tasks, such as checking an invoice with finance. Only your team sees them.

Tracker tickets

One problem, many customers. Link their tickets to a tracker and each one follows when the tracker's status changes.

Customers follow along without writing in again

A customer ticket and its conversation are one thread, so nobody loses the history.

The right details, up front

Define ticket types with their own intake forms. Customers fill them in from your portal or Messenger, so your team starts with the browser, the account or the order number instead of asking for it.

Read about ticket types

Acme Corp

Support

Questions about Acme Corp? Message the team here.

Stages customers understand

Name your statuses however your team likes. Customers see one of four stages: received, in progress, waiting on them or resolved. When a ticket turns out to be a feature request, add it to your feedback board as a vote.

Explore the support inbox

Acme Corp

Boards

Linked to Linear, Jira and GitHub

Engineering keeps working in its own tracker. The ticket and every customer waiting on it stay up to date.

Browse integrations

Create or link an issue

Create an issue in Linear, Jira, GitHub or Azure DevOps from a ticket, or link one that already exists. On Business and up.

Status fans out

When the issue changes state, the ticket follows. On a tracker ticket, every linked customer ticket follows too.

On time, with less manual work

Every plan gets a default SLA. Business adds policies and workflows.

SLA policies

First response, next response and time to close, plus a time-to-resolve clock for tickets. Clocks follow office hours and pause on snooze.

Workflows

Turn a conversation into a ticket, set a ticket's status, or tell the customer when the work behind it moves.

Bulk updates

Assign or update many tickets at once, and filter them with saved views.

Common questions

What is a help desk ticketing system?

Software that turns customer requests into tickets your team can assign, prioritize and track until they're resolved. Quackback keeps tickets in the same inbox as live chat and email, so a ticket and the conversation it came from stay one thread.

What kinds of tickets does Quackback have?

Three. Customer tickets track work a customer is waiting on, and they can follow its progress. Back-office tickets are internal tasks your team keeps private. Tracker tickets group many customer tickets about the same problem, and when a tracker's status changes, every linked ticket follows.

Can customers see their tickets?

Yes. Customers see their tickets with their conversations in the widget and on your portal's Support page, with a simple stage: received, in progress, waiting on them or resolved. Your internal status names stay internal. They can reply from the widget or by email.

Does Quackback connect tickets to Linear, Jira or GitHub?

Yes, on Business and up. Create an issue in Linear, Jira, GitHub or Azure DevOps from a ticket, or link an issue that already exists in GitHub, Jira or Azure DevOps. When the issue's state changes, the ticket's status follows, and a tracker ticket passes the change on to every customer ticket linked to it.

Does ticketing include SLAs and automation?

Every plan gets a default SLA, and a ticket linked to a conversation picks up its time-to-resolve clock. SLA policies by team or customer, and visual workflows that create tickets, set their status or tell the customer when a ticket moves, are on Business and up on Cloud and on every self-hosted install.

Is ticketing free?

Yes. Tickets, ticket types, intake forms and custom statuses are on every plan, alongside live chat and email. Self-hosted Quackback includes every feature.

Have another question? Talk to the team.

Track every request to the finish