QuackbackUse cases / Ticketing
A ticketing system that keeps one thread
Tickets in Quackback live next to the conversation they came from. Customers fill in the form you need, follow a simple stage, and hear back when the fix ships, while your team tracks the work in the same inbox.
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The widget your customers see inside your app.
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 PMHi 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 RiveraSome questions take longer than one reply
A bug that needs engineering, a refund that needs finance, an outage that hits fifty customers at once. A ticket tracks work that outlasts a chat. It should keep the customer informed without making them repeat themselves, and keep your team from updating the same status fifty times.
Who it's for
From intake to resolved
Four steps, and the customer keeps one thread throughout.
Collect the details up front
Create ticket types, each with its own intake form. Customers pick a type and fill in the form from your portal or from chat in the widget, so the ticket arrives with what your team needs.
Set up ticket typesSupport
Questions about Acme Corp? Message the team here.
Work it in one thread
A customer ticket and the conversation it came from are one thread. Your team works the ticket and the conversation together, and the customer follows its stage and replies in the same place, or by email.
Explore the inboxGroup the same problem
When many customers report one problem, link their tickets to a tracker ticket. Change the tracker's status once and every linked ticket follows. Link or create a GitHub, Jira or Azure DevOps issue, and its state maps back to the ticket.
Read about ticketsAutomate the routine
On Business, visual workflows run on ticket and SLA events. Start from a template such as Rescue approaching breaches or Close the loop when a ticket ships, then adjust it.
Browse workflow templatesTicketing without a second tool
Three kinds of ticket
Statuses and stages
Intake forms
One thread per ticket
Tracker fan-out
Issue tracker links
Time to resolve
Workflows
Common questions
What is a ticketing system?
A ticketing system turns each customer request into a ticket with a status, an owner and a history, so nothing is lost while the work gets done. Quackback's tickets live in the same inbox as your live chat and email, and a customer ticket shares one thread with the conversation it came from.
What's the difference between a conversation and a ticket?
A conversation is the back-and-forth with a customer. A ticket tracks work that takes longer, such as a bug fix or a refund, with its own status and stage. In Quackback a customer ticket and its conversation are one thread, so the customer never has to start again.
What kinds of tickets does Quackback have?
Three. Customer tickets track a customer's request. Back-office tickets are internal tasks the customer doesn't see. Tracker tickets group many customer tickets about the same problem, and a status change on the tracker flows to every linked ticket.
Can tickets link to Jira or GitHub issues?
Yes. Link a ticket to an existing GitHub, Jira or Azure DevOps issue, or create one from the ticket, and changes to the issue's state map back to the ticket's status. Integrations are on Business and Enterprise.
Can I automate tickets?
Yes, on Business and Enterprise. Workflows can run when a ticket is created or changes status, or when an SLA is about to breach or has breached. Starter templates cover jobs such as rescuing approaching breaches and telling the customer when their ticket ships. Self-hosted Quackback includes workflows too.
Can I import tickets from Zendesk or Freshdesk?
No. Quackback has no importer for tickets, conversations or help articles from another help desk. Most teams start new tickets in Quackback and close out the old ones where they are. The Zendesk and Freshdesk integrations add customer context, but they don't move ticket history.
Are tickets included on the Free plan?
Yes. Tickets, ticket types, stages and tracker tickets come with the support inbox on every plan. Workflows, SLA policies and issue tracker integrations are on Business and up, and every paid plan has a 14-day trial with no card needed.
Have another question? Talk to the team.