# BlueHill Support: user guide

> Source: https://support.usebluehill.com/support-overview  |  Updated: 2026-10-26T23:46:59Z

## 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](./support-support-inbox-overview). The three panes, the toolbar, what a ticket row tells you and the keyboard shortcuts.
2. [Find and filter tickets](./support-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](./support-create-a-ticket-or-email). Start a conversation by email, log an internal ticket and manage drafts.
4. [Work a ticket](./support-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](./support-reply-and-notes). Replies, internal notes, From and Cc, canned responses, attachments, AI help, drafts and undo send.
6. [The customer panel and follow-ups](./support-customer-panel-and-follow-ups). The cards beside the conversation: customer, conversation details, watchers, follow-ups, files and more.
7. [Statuses, priority and SLA](./support-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](./support-support-settings-brands-and-email). The settings page, brands, ticket numbering, auto-replies, custom domains and the addresses you send from.
9. [Support settings: statuses, fields, routing and SLA](./support-support-settings-workflow). Custom statuses, ticket categories and fields, routing rules, scheduled rules and SLA policies.
10. [Canned responses, inbound filters, AI assistant and CSAT](./support-canned-responses-ai-and-csat). Reusable replies, spam and suppression lists, the AI assistant, satisfaction surveys and knowledge-base analytics.
11. [What your customers see](./support-customer-portal-and-help-center). The contact form, the emails customers receive, replying by email and the customer portal.
12. [FAQ and troubleshooting](./support-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.