A ticket system for small businesses: no customer request gets lost

The shared inbox is the ticket system of most small businesses. It works as long as two people check it and talk to each other. Then come the questions nobody can answer: Has anyone replied yet? Who is handling this? How long has the customer been waiting?

Every email becomes a ticket

In the Blina Desk helpdesk, every email that arrives in a monitored mailbox automatically becomes a ticket with its own number; the same email is never created twice. Requests also come in through the customer portal, a form you link from your website, or are created by hand, after a phone call for example. Anyone who writes through the customer portal receives a confirmation with their ticket number.

Whose turn is it? The queues

Instead of one long inbox there are lists that answer clear questions:

• Unassigned: nobody has taken this yet.
• My tickets: this one is mine.
• SLA at risk: the deadline is about to expire.
• Waiting on customer: the ball is not in our court.

Deadlines that only run during business hours

For each priority you set how fast you want to respond to and resolve tickets. The clock only runs during your business hours: a request sent on Friday evening does not become overdue over the weekend. On the ticket you see how much working time is left.

Reply faster without sounding the same

Recurring answers are ready as canned responses, with placeholders for name and ticket number. The knowledge base collects solutions for the team; articles you publish also appear in the customer portal, so customers can answer some questions themselves.

Rules that take work off your hands

With automations following the pattern “IF … THEN …” you assign tickets, change priority or status, add a tag or send a template reply. Conditions can be, for example, category, priority, source, subject or the sender’s domain. Every rule can be tried out on a real ticket first.

How satisfied was the customer?

Optionally, the customer receives a short survey after the ticket is resolved. The rating only counts once they confirm it on the page, not when the link is opened: the security filters of some email clients open links on their own and would otherwise register false ratings. Time tracking per ticket, merging duplicate tickets and PDF reports are included too.

In short

A ticket system answers the three questions where the shared inbox fails: who is responsible, how long the customer has been waiting and what needs doing next. The module page shows what this looks like in the Helpdesk, and you can try it free for 30 days.