BlueHill Support: user guide

What 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 about that conversation lives on the ticket: the messages back and forth, your team's private notes, who it is assigned to, its status and priority, the customer it belongs to and any follow-ups you set.

Tickets are grouped under brands. A brand is the identity your support email is sent from: its name, its ticket prefix (for example AS-16683) and the domains and mailboxes it sends and receives through. Most workspaces have one brand; a company that supports several products can have one brand per product.

Key terms

Term	Meaning
Ticket	One conversation with a customer. It has a number, a status, a priority, an assignee and a requester.
Requester	The person the ticket is with. Replies go to them. People in Cc are copied on replies.
Status	Where the ticket is in its life. The defaults are New, Open, Pending, On hold, Solved and Closed. Every status belongs to one of four buckets: open, pending, solved or closed.
Priority	Low, Medium, High or Urgent.
Assignee	The teammate responsible for the ticket. A ticket with no assignee is Unassigned.
Brand	The identity a ticket is handled under: its name, ticket prefix, sending domain and mailboxes.
Mailbox / Sender	An address a brand receives at and can reply From, such as support@ or a named teammate's address.
Reply	A message emailed to the customer. An internal note is visible to your team only.
View	A ready-made list such as Active, Unassigned or Overdue. A saved view is your own combination of filters, sort and columns.
SLA	The reply and resolution targets a ticket is measured against. A ticket that misses one shows Overdue.
Follow-up	A dated reminder on a ticket, for example to chase a customer who has not answered.
Canned response	A saved reply you can drop into the composer in one click or with a shortcut.
Help center	Your public knowledge base and contact form. The customer portal is where signed-in customers see their own tickets.

Where to find Support

• Support → Support opens the inbox, which lists every ticket in your workspace. Tickets open in place, so the inbox is where you read and answer them.
• Support → Analytics shows ticket volume, channels, priorities, backlog ageing and busiest hours.
• Support → Contacts is the directory of everyone who has written in, and Support → Portal users manages who can sign in to the customer portal. Both are covered in the Customers guides.
• Support → Support settings holds brands, domains, statuses, routing, SLA, canned responses and everything else an administrator sets up.
• Press ⌘K (or Ctrl+K) anywhere and type a ticket number, a subject or a customer name to jump to a ticket.
• A ticket's link looks like /support/acme-inc/BH-85213721. Paste it into the address bar, or follow it from a notification email, and the ticket opens in the inbox.
• The BlueHill mobile app has an Inbox tab with the same tickets, filters and composer.

Guides

1. The Support inbox at a glance. The three panes, the toolbar, what a ticket row tells you and the keyboard shortcuts.
2. Find and filter tickets. Search, views, the Filters panel, sort, saved views and acting on many tickets at once.
3. Create a ticket or a new email. Start a conversation by email, log an internal ticket and manage drafts.
4. Work a ticket. The ticket header, the conversation, status and assignee, and the More actions menu: forward, merge, spam, delete and restore.
5. Reply, add notes and use the composer. Replies, internal notes, From and Cc, canned responses, attachments, AI help, drafts and undo send.
6. The customer panel and follow-ups. The cards beside the conversation: customer, conversation details, watchers, follow-ups, files and more.
7. Statuses, priority and SLA. What every status means, how tickets reopen, priorities and how the SLA clock works.
8. Support settings: brands, domains and senders. The settings page, brands, ticket numbering, auto-replies, custom domains and the addresses you send from.
9. Support settings: statuses, fields, routing and SLA. Custom statuses, ticket categories and fields, routing rules, scheduled rules and SLA policies.
10. Canned responses, inbound filters, AI assistant and CSAT. Reusable replies, spam and suppression lists, the AI assistant, satisfaction surveys and knowledge-base analytics.
11. What your customers see. The contact form, the emails customers receive, replying by email and the customer portal.
12. FAQ and troubleshooting. Quick answers to the questions we hear most.

How these guides are written

• Bold text is a label you will see on screen, such as a button, a tab or a field.
• A path with arrows, such as Support → Support settings, means open the first item, then the next.
• Italic text is a value you might pick, such as a status name.
• Screenshots were taken in a demo workspace called Acme Inc. Your tickets, customers and team members will differ.