The Ticketing module helps you manage customer support in a structured and efficient way by automatically converting emails into support tickets. It ensures that no messages are lost and that all communication is linked to the correct customer and ticket. This is especially useful for support teams that handle a high volume of enquiries and need clear oversight. By following this guide, you will understand how the Ticketing module supports your organisation and how to activate it in Tribe.
Table of Contents
What Does The Ticketing Module Do?
Why Should You Use The Ticketing Module?
How Do I Activate The Ticketing Module?
Additional Features And Related Actions
What Does The Ticketing Module Do?
The Ticketing module links customer emails directly to support tickets in Tribe. Incoming emails sent to a configured support email address are automatically processed and either added to an existing ticket or used to create a new one.
Only emails from known contacts in Tribe are converted into tickets. Emails from unknown email addresses are shown separately, allowing you to review them and decide whether to link them to a ticket or remove them. This approach keeps your data reliable and your support administration organised.
Why Should You Use The Ticketing Module?
Using the Ticketing module helps your organisation work faster and with more clarity.
It provides:
Automatic ticket creation, so support questions are registered without manual effort
A complete communication overview, including emails, appointments, notes, and documents
A clear support dashboard, showing ticket status, ownership, and workload distribution
Better process control, through automation and smart alerts
These features reduce manual work and make it easier to follow up on customer enquiries consistently.
How Do I Activate The Ticketing Module?
The Ticketing module can be activated by an administrator from the account settings.
Click the Organisation icon in the top-right corner of the screen.
Select Account Settings.
Click Add / Remove Modules.
Enable the Ticketing module.
Click Get Started to confirm.
Once activated, the Ticketing module becomes available and can be configured further to match your support workflow.
Did you know?
You can find more detailed information about ticket handling and email processing in the article How Does The Ticketing Module Work?
Additional Features And Related Actions
The Ticketing module also supports additional tools that improve collaboration and customer experience:
Support dashboard, with widgets for personal tickets, tickets per phase, and tickets per employee
Automation options, such as automatic ticket assignment and alerts
Customer portal, where customers can view their tickets, add notes and attachments, and create new tickets themselves
These features help both your team and your customers stay informed and aligned.
Quick Summary
The Ticketing module automates how support requests are received and managed in Tribe. It converts customer emails into structured tickets and provides clear dashboards and overviews for your support team. By activating and using the module, you create a reliable and efficient support process with all communication stored in one place.