Ticket Management
Every inbound email becomes a ticket your team can claim, track, and close — without leaving Slack. View unassigned tickets, take ownership, reply directly to customers, and keep status up to date so nothing falls through the cracks.
What is a ticket?
When an email arrives at one of your aliases (e.g., support@acme.com), SyncSupport creates a ticket and posts it to your connected Slack channel. From that point, your team can claim it, reply to the customer, and track its status — all from the dashboard or from Slack.
Ticket statuses
Every ticket moves through these four states.
Open
New email arrived, no one has claimed it yet. Visible to the whole team under Unassigned Tickets.
In Progress
A team member has claimed the ticket and is actively working on a response.
Waiting
Your team has replied and is waiting on the customer to respond or provide more information.
Resolved
The issue is fully closed. Resolved tickets are stored and exportable for analytics.
How to claim and resolve a ticket
The full lifecycle from an arriving email to a resolved ticket.
Navigate to Dashboard → Unassigned Tickets to see all open tickets that haven't been claimed yet. These are visible to your entire team.
Find the ticket you want to handle and click Claim. The ticket is immediately assigned to you and its status changes from Open to In Progress. Other team members will see it's taken.
Open the ticket and click Reply. Compose your response — or pick a canned response if you have one set up — and click Send. The customer receives your reply as a normal email, threaded with their original message.
As the conversation progresses, keep the status current. Mark as Waiting if you need the customer to respond, or Resolved once the issue is fully closed. Status updates are visible to everyone in the channel so your team always knows what's been handled.
Where to find your tickets
Two views in the dashboard give you full visibility.
Best practices
Small habits that keep your team's ticket queue healthy.
Claim quickly
Claiming a ticket signals to the customer and your team that someone is on it. Even if you can't reply immediately, claiming prevents duplicate effort.
Keep status current
A ticket stuck on In Progress with no updates is invisible to your manager. Move it to Waiting or Resolved so the team dashboard stays accurate.
Use canned responses
For common questions — billing, password resets, feature timelines — save a canned response. It keeps your replies consistent and cuts reply time to seconds.
Check your analytics
The analytics dashboard shows average response time, ticket volume by alias, and 7 or 30-day trends. Use it to spot which alias is getting hammered before a customer notices.