Learn & Support · Customer support

Answer customer email as support tickets

Every email to your support address becomes a ticket; customers reply from their inbox.

A 1:59 video; captions under CC. The steps are below too.

1. One button sets up the desk

   Open your team and choose Agents, then Knowledge bases. Under Faster Support, choose Set up Faster Support. It makes a request form, Support Tickets, a Support chat, a Support Triage agent and an assistant, and starts your 14-day free trial.

2. Your support address

   Choose Account, then Faster Support. Your team’s support address is there, ready to copy. Give it to customers, or have your email provider forward your own support@ mail to it.

3. A customer emails it

   Customers write from their own email, as they always have, with pictures or PDFs if they like.

4. Triaged for you

   Support Triage reads each email, judges its urgency, files a ticket, drafts an answer, and tells the Support chat in Team Chat.

5. Reply from the conversation

   Choose ChatNow and open the customer. Each ticket has its own conversation, with the email and its picture. Reply right there.

6. They reply from their inbox

   The customer gets your reply by email. When they hit reply, their answer comes back to the same ticket.

7. All in one place

   Their answer lands in the conversation, without the quoted email. New emails become tickets while Faster Support is on; replies on tickets you already have always arrive.

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