Support
For anyone on your team who answers customer email, works tickets or sets up the support desk in BlueHill. Start here, then follow the guides in order or jump to the one you need.
BlueHill Support: user guideWhat a ticket is A ticket is one conversation with one customer about one thing. It starts when a customer emails your support address, fills in the contact form on your help center or opens a request in the customer portal, or when a teammate creates it by hand. Everything abou…5 min readThe Support inbox at a glanceOpen the inbox Open Support → Support. The whole support desk is one page: the ticket list on the left, the conversation in the middle and the customer panel on the right. Tickets open in place, so you never leave the inbox to read or answer one. The three panes | Pane | What it…6 min readFind and filter ticketsSearch Type in Search tickets, contacts, content… at the top of the inbox, or press /. As you type, a dropdown lists matching tickets. Each result carries a badge saying what matched: Number, Subject, Requester, Contact, Company, Attachment, Field or Message. Click a result to o…6 min readCreate a ticket or a new emailThree ways to start Most tickets arrive on their own, when a customer emails your support address or uses the contact form. When you need to start one yourself, click the arrow next to New email in the inbox toolbar. | Option | Use it when | |---|---| | Create an email | You wan…4 min readWork a ticketOpen a ticket Click a row in the inbox, press j or k to step through the list, or paste a ticket link such as /support/acme-inc/BH-85213721 into the address bar. The conversation opens in the middle pane with the customer panel on the right. The ticket header From left to right:…6 min readReply, add notes and use the composerReply or internal note The composer starts collapsed. Click Reply… to open it, or Internal note to go straight to a note. Once open it has two tabs: - Reply sends an email to the requester (and anyone in Cc). Your greeting (Hi Marcus,) is already filled in. - Internal note adds…5 min readThe customer panel and follow-upsThe customer panel is the column on the right of an open ticket. It is made of cards, each of which can be collapsed, and you can choose which cards show and in what order. Hide customer panel in the header tucks the whole column away; Show customer panel brings it back. Some ca…6 min readStatuses, priority and SLAStatuses Every ticket has one status. Your administrator can rename, recolour and add statuses, but each one belongs to one of four buckets, and the buckets are what the inbox views and reports use. | Bucket | Default status | Meaning | |---|---|---| | Open | New | The ticket ha…4 min readSupport settings: brands, domains and sendersThe Support settings page Open Support → Support settings. The left-hand menu groups the settings: | Group | Sections | |---|---| | Overview | A health summary of the desk. | | Channels & identity | Brands & domains | | Ticket workflow | Statuses, Ticket categories, Ticket field…8 min readSupport settings: statuses, fields, routing and SLAAll of these live under Support → Support settings in the Ticket workflow group. Statuses Statuses define a ticket's lifecycle. Each one maps to a bucket (Open, Pending, Solved or Closed) that drives the inbox views and reports. Below the Automation card, the page shows one card…6 min readCanned responses, inbound filters, AI assistant and CSATThese sections live under Support → Support settings in the Email & automation, Customer-facing and Data groups. Canned responses A canned response is a saved reply that agents insert from the composer with one click or by typing its shortcut. Open Canned responses (the page is…7 min readWhat your customers seeFour ways a customer reaches you | Channel | What happens | |---|---| | Email | The customer writes to your support address (support@support.acme.com, or a mailbox you forward). A ticket is created under the brand that owns the address, with the sender as the requester. | | Cont…6 min readFAQ and troubleshootingI cannot find a ticket Check these in order in Support → Support: 1. The View. Active hides solved and closed tickets; switch to All. 2. Mine. If it is on, only your tickets are listed. 3. Filters and the search term. Click Clear all filters. 4. Spam and Trash. A teammate may ha…5 min read