Support overview
Every request from a customer becomes a ticket in the Support tab. Your team answers from the ticket, and replies go out from your own support address.
Channels
Section titled “Channels”| Channel | How it reaches you | Set it up |
|---|---|---|
| Customers write to your support address. Your mailbox forwards it to CustomerCatalyst. | Set up support email | |
| Messenger | A launcher in the corner of your website. Visitors write; your answers show in the same window, and by email if they don’t see them. | Set up Messenger |
| Web form | A support form inside a page of your website, a popup from your own button, or a page we host for you. The conversation continues by email. | Add the support form |
| Phone or Other | An agent logs the request by hand with Create Ticket in the Support tab. | Tickets |
Each channel is switched on separately. Messenger and the form both need email set up first: a verified sending domain and a support address.
HubSpot tickets
Section titled “HubSpot tickets”If you sync tickets from HubSpot, they show in the same queue, with HubSpot as their Source. They are read-only here: there is no reply box, and status, assignee, priority and type can’t be changed. Answer and update them in HubSpot; the next sync brings the changes in. You can still add internal notes, which stay in CustomerCatalyst.
If the same support address sends email both to HubSpot and to CustomerCatalyst, every email becomes two tickets. Use one of them for your support address. See HubSpot.
Where the settings are
Section titled “Where the settings are”Organization admins set up support under Settings:
- Email settings — sending domain, support address and forwarding. See Set up support email.
- Support settings — everything else, on six tabs:
| Tab | What it holds |
|---|---|
| General | Branding (colour, logo, corners, font), your help site, topics. Used by Messenger and the form; the logo also heads your ticket emails. |
| Channels | One card per channel with its status, and the on/off switches for Messenger and the form. |
| Messenger | Launcher, Messenger texts, the code for your site. |
| Form | Fields, look and texts, files, what happens after sending, the code for your site. |
| The greeting, message and signature of ticket emails. | |
| Ticket rules | Ticket prefix, auto-closing solved tickets, when unseen Messenger replies are emailed. |
Changes to Messenger and the form can take up to a minute to reach your site.