Last May, we introduced an invisible customer support help desk system for activeCollab using Tasks Plus module. With that system, you can setup a support email address and all emails coming to that address will become “support tickets” within activeCollab. This allows you to solve clients’ queries right within activeCollab. You don’t need another support / helpdesk system. Hundreds of people are using this system now and it’s grown well over the time.

But what about issues you get over phone? Or when clients forgot to send it to the support email and emailed you directly?

That gap is bridged too now!

In last release of Tasks Plus, we introduce a feature to create support tickets from activeCollab on behalf of your client.

You can create new support tickets while you are on the phone with your clients, and when your team replies (by posting a comment), it will go to your client as if they initiated the original support ticket. You won’t miss a single support request now!

Here’s how it works:

Go to any project that is configured to receive support tickets – ones you set in incoming mailbox filters.

You’d see a “Create Support Ticket” button next to “New Task” button in top right toolbar.

Click on “Create Support Ticket”.

Enter the details, type your client’s name and email, select the mailbox (if there are multiple mailboxes associated with this project) and save!

Support Ticket Form

What do you think? Do tell us how you’d use this new feature by posting a comment! Thanks!