Nobody owns it
In a shared inbox everyone can see an email, so everyone assumes someone else has it.
Desk · Ticket Management
A ticket management system for support teams.
Ticket management is the core of Flaxxa Desk. Every request becomes a numbered ticket with a status, priority, owner and the full thread, with notes the customer never sees, custom fields, shared views, merge, bulk actions and time tracking, and live indicators that show who else is on it.
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Free plan
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desk.flaxxa.com / ticket-management
All channelsEmailWhatsAppPortal147 open
- #19248Where is my order?
A. Mehtatyping
2m - #19245Invoice for March
R. Khanna
8m - #19241How do I export my data?
P. Iyer
21m - #19239Refund hasn't arrived
I. Bose
34m - #19236Thanks for the quick reply
M. Iyer
1h
- Ticket statuses
- 8
- Custom field types
- 9
- Viewing and typing indicators
- Live
- Saved views
- Shared
02 / 04
How does a ticket work in Flaxxa Desk?
Every request gets a number
Each email, chat or form becomes a ticket customers can quote, such as DESK-1042, and later replies join the same ticket.
One owner, one status
The ticket is assigned to an agent or team and moves through statuses, from new to resolved and closed.
Notes stay internal
Agents add private notes and talk in a ticket's discussion thread; only replies reach the customer.
Fields, views and bulk work
Custom fields capture what you need to know, saved views find it again, and bulk actions tidy a queue in one go.
03 / 04
What can agents do with a ticket?
The everyday tools of a support workspace.
Statuses, priorities, types
Eight statuses, four priorities, ticket types and your own categories.
Internal notes
Notes visible only to agents, kept apart from customer replies.
Agent discussion
A private thread on each ticket for agents to talk it through and @mention colleagues.
Custom fields
Nine field types on tickets, contacts and companies, editable through the API too.
Saved views
Saved filters and sorting, private or shared with the team.
Bulk actions
Assign, change status or priority, resolve, close, mark spam or delete up to 100 tickets at a time.
Collision detection
See who is viewing a ticket and when someone is typing.
Merge
Merge duplicates; messages move to the ticket you keep, with a note recording the merge.
To-dos and time logs
Track follow-up tasks and time spent on each ticket.
Stars, spam and trash
Star tickets to come back to, mark spam, and restore deleted tickets from the trash.
04 / 04
What changes for agents and managers?
Clear ownership, less double work.
Nothing slips
Every request has an owner and a status, so you can see what's waiting and on whom.
No duplicate replies
Live indicators show when a colleague is already answering.
Context for whoever's next
Notes, discussion and history sit on the ticket, not in someone's head.
Keep exploring
More Desk capabilities
Departments + Routing
Route tickets into departments and teams, auto-assign round-robin or to the least-busy agent, and sort email with triage rules instead of by hand.
Canned Responses + Macros
Save replies to common questions as canned responses, personal or shared, and run scenarios: one-click macros that set status, priority, assignee and tags.
Email Ticketing
Turn support email into tickets: connect Gmail, any IMAP mailbox or a forwarding address. Replies thread on email headers and go out from your address.
FAQ
Ticket Management: common questions
Software that turns each customer request into a ticket with a number, an owner, a status, a priority and the full conversation, so a team can share the work and nothing gets lost.
Get started in minutes
Try Flaxxa Desk free.
Spin up a workspace and put Ticket Management through its paces.
Free plan · No credit card · Cancel anytime