Top Sites>Ticketing System for Collaborative Customer Service | SupportBee

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# SupportBee Documentation

SupportBee is a help desk platform for shared inbox, knowledge base, customer portal, workflows, and API integrations.

Use this file as a curated map of SupportBee docs for LLM-assisted development and support operations.

## Docs

### Email Setup

- [Connecting your email inbox with SupportBee](https://supportbee.com/docs/email-setup/connecting-your-email-inbox-with-supportbee.md): Connect your Gmail, Outlook, or custom email inbox to automatically receive support emails as tickets in SupportBee.
- [Setting up Automatic Responses](https://supportbee.com/docs/email-setup/setting-up-automatic-responses.md): Create automated acknowledgment emails for new tickets and notify customers when tickets are archived.
- [Setting up an email copy on all tickets](https://supportbee.com/docs/email-setup/setting-up-an-email-copy-on-all-tickets.md): Send automatic BCC copies of all support replies to specific email addresses for recordkeeping and oversight.
- [Using Customer Satisfaction Ratings](https://supportbee.com/docs/email-setup/using-customer-satisfaction-ratings.md): Collect customer feedback ratings and comments after ticket resolution to measure support effectiveness.
- [Automatic spam filtering](https://supportbee.com/docs/email-setup/automatic-spam-filtering.md): Enable automatic spam detection to filter out suspicious emails and keep your SupportBee inbox clean and focused on real tickets.
- [Working with filters](https://supportbee.com/docs/email-setup/working-with-filters.md): Automate ticket routing, labeling, and team assignments with conditional filters based on email subject and content.
- [Migrating to a new email provider](https://supportbee.com/docs/email-setup/migrating-to-a-new-email-provider.md): Learn how to update your SupportBee email setup when switching from SMTP/forwarding to Gmail or Outlook.
- [SMTP server setup](https://supportbee.com/docs/email-setup/smtp-server-setup-legacy.md): Configure SMTP server settings to send replies to customers from SupportBee when using email forwarding or a non-native email provider.
- [Using Contact Forms](https://supportbee.com/docs/email-setup/using-contact-forms.md): Embed a contact form on your website or integrate third-party form builders to create tickets in SupportBee.
- [Email deliverability](https://supportbee.com/docs/email-setup/email-deliverability.md): Understand why emails sent from SupportBee may not reach recipients, and how to troubleshoot delivery issues with your email provider.
- [Managing email addresses](https://supportbee.com/docs/email-setup/managing-email-addresses.md): Add, remove, and manage the email addresses connected to your SupportBee account, including aliases, group addresses, and forwarding configuration.
- [Supported email providers](https://supportbee.com/docs/email-setup/supported-email-providers.md): Which email providers SupportBee integrates with natively, which work via SMTP, and which protocols are supported.

### Handling Tickets

- [Ticket States](https://supportbee.com/docs/handling-tickets/ticket-states.md): Understand how tickets move through answered, unanswered, assigned, snoozed, and archived states in SupportBee.
- [Replying to Tickets](https://supportbee.com/docs/handling-tickets/replying-to-tickets.md): Respond to customer inquiries from a shared inbox with automatic state tracking and real-time collision detection.
- [Commenting on a ticket](https://supportbee.com/docs/handling-tickets/commenting-on-a-ticket.md): Add internal notes and collaborate with team members using private comments that are hidden from customers.
- [Easy replying with snippets](https://supportbee.com/docs/handling-tickets/easy-replying-with-snippets.md): Save time with reusable text snippets for common responses, and insert them quickly into any ticket reply or comment.
- [Using Images in Tickets](https://supportbee.com/docs/handling-tickets/using-images-in-tickets.md): Add images inline or as attachments to ticket replies for visual references and better communication.
- [Attaching files to tickets](https://supportbee.com/docs/handling-tickets/attaching-files-to-tickets.md): Add files and images to ticket replies and comments using drag-and-drop, clipboard paste, or the file picker.
- [Assigning tickets to a User](https://supportbee.com/docs/handling-tickets/assigning-tickets-to-a-user.md): Assign tickets to individual team members so every conversation has a clear owner responsible for the response.
- [Assigning tickets to a Team](https://supportbee.com/docs/handling-tickets/assigning-tickets-to-a-team.md): Route tickets to specific teams for organized workload distribution and specialized support handling.
- [Managing labels](https://supportbee.com/docs/handling-tickets/managing-labels.md): Organize and categorize tickets using color-coded labels to streamline filtering, reporting, and team workflows.
- [Archive a Ticket](https://supportbee.com/docs/handling-tickets/archive-a-ticket.md): Mark resolved tickets as archived to keep your shared inbox organized and accurately track resolution times.
- [Merging Tickets](https://supportbee.com/docs/handling-tickets/merging-tickets.md): Combine related or duplicate tickets into a single thread to keep conversations organized and avoid repeated replies.
- [Forwarding tickets outside SupportBee](https://supportbee.com/docs/handling-tickets/forwarding-tickets-outside-supportbee.md): Forward ticket details to external parties outside your helpdesk while keeping the original conversation intact.
- [Changing sender or recipient for the ticket](https://supportbee.com/docs/handling-tickets/changing-sender-or-recipient-for-the-ticket.md): Update the sender address or primary recipient on a ticket to correct routing errors or redirect the conversation.
- [Managing Private Tickets](https://supportbee.com/docs/handling-tickets/managing-private-tickets.md): Restrict ticket visibility to admins and assigned agents to handle sensitive or confidential support conversations.
- [Creating tickets in SupportBee](https://supportbee.com/docs/handling-tickets/creating-tickets-from-the-interface.md): Manually create new support tickets on behalf of customers directly from the SupportBee web interface.
- [Replying and Issuing Commands via Email](https://supportbee.com/docs/handling-tickets/replying-and-issuing-commands-via-email.md): Reply to tickets and execute actions like assign, archive, and star directly from email notifications.
- [Searching through tickets](https://supportbee.com/docs/handling-tickets/searching-through-tickets.md): Find tickets quickly using keyword search, customer email lookup, and advanced filters in SupportBee.
- [Viewing original email headers](https://supportbee.com/docs/handling-tickets/viewing-original-email-headers.md): Access and inspect original email headers on any ticket to troubleshoot delivery issues and verify sender details.
- [Keyboard Shortcuts](https://supportbee.com/docs/handling-tickets/keyboard-shortcuts.md): Navigate your inbox and manage tickets faster using familiar Gmail-style keyboard shortcuts in SupportBee.
- [Tracking Performance with Reports](https://supportbee.com/docs/handling-tickets/tracking-performance-with-reports.md): Monitor team performance with built-in reports covering ticket volume, first response times, and per-agent activity.
- [Understanding Reports and Metrics](https://supportbee.com/docs/handling-tickets/understanding-reports-and-metrics.md): How SupportBee calculates each report metric, what counts toward response times, and how business hours affect the numbers.
- [Using Draft Replies](https://supportbee.com/docs/handling-tickets/using-draft-replies.md): Prepare draft replies for review before sending and let teammates collaborate on responses before they reach the customer.
- [Viewing the Audit Trail](https://supportbee.com/docs/handling-tickets/viewing-the-audit-trail.md): See a complete history of every action taken on a ticket, including assignments, state changes, and replies.
- [Using Cc and Bcc](https://supportbee.com/docs/handling-tickets/using-cc-and-bcc.md): Add Cc and Bcc recipients to your ticket replies so managers, teammates, or external stakeholders stay informed.
- [Organizing tickets with labels](https://supportbee.com/docs/handling-tickets/organizing-tickets-with-labels.md): Use labels strategically to categorize tickets, track request types, and build filter-based workflows for your team.

### Users

- [Adding Users](https://supportbee.com/docs/users/adding-users.md): Invite team members as admins, agents, or collaborators and configure their access and notification settings.
- [Understanding User Permissions](https://supportbee.com/docs/users/understanding-user-permissions.md): Learn the differences between admin, agent, and collaborator roles and what each can access in SupportBee.
- [Using Teams](https://supportbee.com/docs/users/using-teams.md): Create teams to organize agents by department or function and assign tickets to groups instead of individuals.

### Customer Management

- [Managing customers](https://supportbee.com/docs/customer-management/managing-customers.md): View all customers, their contact information, and complete ticket histories in one centralized location.
- [Creating and managing customer groups](https://supportbee.com/docs/customer-management/creating-and-managing-customer-groups.md): Group customers from the same organization to track tickets at both individual and organizational levels.

### Knowledge Base Software

- [Setting up](https://supportbee.com/docs/knowledge-base-software/setting-up.md): Create, configure, and customize your knowledge base site with publishing controls and analytics tracking.
- [Adding content](https://supportbee.com/docs/knowledge-base-software/adding-content.md): Create categories and add articles with rich text, images, videos, and file attachments to your SupportBee knowledge base.
- [Visibility](https://supportbee.com/docs/knowledge-base-software/visibility.md): Control who can access your knowledge base by making it public, private for your team, or password-protected.
- [Custom domain setup](https://supportbee.com/docs/knowledge-base-software/custom-domain-setup.md): Configure a custom domain name for your knowledge base so it appears on your own branded URL instead of SupportBee's.
- [Integration with email ticketing](https://supportbee.com/docs/knowledge-base-software/integration-with-email-ticketing.md): Connect your knowledge base with email ticketing to suggest relevant articles when handling support tickets.
- [Integrating a contact form](https://supportbee.com/docs/knowledge-base-software/integrating-a-contact-form.md): Add a contact form to your knowledge base so customers can submit tickets directly from help articles.
- [DMCA](https://supportbee.com/docs/knowledge-base-software/dmca.md): Learn about SupportBee's DMCA compliance policies and how to report copyright infringement on hosted content.
- [Hive: Embeddable Knowledge Base](https://supportbee.com/docs/knowledge-base-software/hive-embeddable-knowledge-base.md): Embed your knowledge base articles and search directly on your website using the Hive embeddable widget.

### Customer Portal Software

- [Ticket tracking with customer portal software](https://supportbee.com/docs/customer-portal-software/ticket-tracking-with-customer-portal-software.md): Enable customers to track, reply to, and create support tickets through a branded self-service portal on your domain.

### Time zone and business hours

- [Setting up time zone and business hours](https://supportbee.com/docs/time-zone-and-business-hours/setting-up-time-zone-and-business-hours.md): Configure your company timezone and business hours for accurate response time reporting and metrics.

### Account Settings

- [Notification Settings](https://supportbee.com/docs/account-settings/notification-settings.md): Customize email notification preferences for new tickets, assignments, replies, and comments in your SupportBee account.
- [Signatures](https://supportbee.com/docs/account-settings/signatures.md): Create personalized email signatures with rich text and links that automatically append to your ticket replies.
- [Passwords](https://supportbee.com/docs/account-settings/passwords.md): Change your SupportBee account password or use the reset flow to recover access if you have forgotten your credentials.
- [Two-factor authentication (2FA)](https://supportbee.com/docs/account-settings/two-factor-authentication-2fa.md): Enhance your SupportBee account security by enabling two-factor authentication using TOTP authenticator apps.
- [Administering Billing and Plan Options](https://supportbee.com/docs/account-settings/administering-billing-and-plan-options.md): Manage your SupportBee subscription, update payment methods, and switch between plans from the billing admin panel.
- [Deleting your support desk](https://supportbee.com/docs/account-settings/deleting-your-support-desk.md): Learn how to permanently close and delete your SupportBee account, including all tickets, users, and associated data.
- [Adding a profile picture](https://supportbee.com/docs/account-settings/adding-a-profile-picture.md): Upload a custom profile picture or connect your Gravatar to personalize your agent profile and replies in SupportBee.

### API

- [API](https://supportbee.com/docs/api/api.md): Complete REST API reference for managing tickets, users, labels, and comments in SupportBee programmatically.
- [Using Web Hooks](https://supportbee.com/docs/api/using-web-hooks.md): Integrate SupportBee with external services by pushing real-time event notifications via HTTP POST webhooks.
- [Agent Skills for AI Coding Agents](https://supportbee.com/docs/api/agent-skills.md): Give AI coding agents like Claude Code, Cursor, and GitHub Copilot contextual knowledge about SupportBee's API, features, and best practices.

### Security

- [GDPR](https://supportbee.com/docs/security/data-processing-addendum.md): Review SupportBee's GDPR-compliant Data Processing Addendum covering customer data protection and processing terms.
- [Vulnerability Disclosure Program](https://supportbee.com/docs/security/vulnerability-disclosure-program.md): Report security vulnerabilities responsibly through our disclosure program and help keep SupportBee user data secure.

## Instructions for Large Language Model Agents

- Install all SupportBee skills: `npx -y skills add https://supportbee.com --all`
- Skills index: [SupportBee skills index](https://supportbee.com/.well-known/skills/index.json)
- API reference: [SupportBee API reference](https://supportbee.com/docs/api/reference)
- API quick start: [SupportBee API guide](https://supportbee.com/docs/api/api.md)