Create tickets from many sources
Press Convert to ticket on an email, Create ticket from a Chat conversation, or create one manually and email the customer.
Support tickets
Every customer request gets an owner and a deadline
Every customer request becomes a ticket with a status, an owner and a response deadline. When the customer replies by email the reply lands on the right ticket, so nobody digs through inboxes.
The problem
Support requests drown in inboxes and chats
A customer reports a fault by email, then on Zalo, then by phone. Each place holds a different story, nobody owns it, and you only learn it is overdue when the customer complains.
- It is unclear which tickets wait on you and which wait on the customer.
- Two people answer the same customer, or nobody does.
- No numbers: first response time, SLA attainment, satisfaction.
How hOne solves it
A ticket queue with statuses, deadlines and reports
A hOne ticket is a task plus support details, so comments, assignees and priority are shared with Tasks. On top you get ticket statuses, SLA, merge/split, canned replies and reports.
Key capabilities
Auto-convert email to tickets
Pick a mode per mailbox: Off, Match customer (only if the sender is in the CRM), All, or AI decides. A list of ignored domains is included.
Queue and 5 statuses
Views: Mine, Unassigned, All. Statuses: Open, Pending (waiting for customer), On hold, Solved, Closed. A customer reply re-opens the ticket.
SLA policies
Set First response, Next response and Resolution targets by priority, channel or team, optionally counting business hours only. Tickets show Due or SLA breached.
Auto-assign
Distribute new tickets to the person with the fewest open tickets, or round robin within a pool you choose.
Macros and internal notes
Reply in the same email thread, or add an Internal note that is never sent. Macros insert a saved reply and can change the status for you.
Merge, split, no double replies
Merge duplicate tickets into one, or split a request into a new ticket. You see "viewing/replying" when a colleague opens the same ticket.
CSAT and reports
When a ticket is Solved the customer gets a 1-5 star link. Reports by agent, team or channel show tickets, first response, resolution time, SLA % and CSAT; export to Excel.
How it works
Choose ticket sources
Turn on auto-convert in an email account, or let staff press Convert to ticket.
Set the rules
Ticket settings: SLA policies, auto-assign, CSAT. Needs the Manage tickets permission or admin.
Work the queue
Open the queue, take a ticket, reply to the customer, change status, use macros.
Measure
Open Ticket reports for a date range and export to Excel.
A real workflow
A customer reports a delivery problem by email
Công ty ABC set the support@ mailbox to auto-convert email in "Match customer" mode.
- CustomerHoa, already in the CRM, emails that her order arrived short.
- hOneCreates the ticket, assigns Minh (fewest open tickets) and sets the first-response deadline from the SLA policy.
- MinhApplies the macro "Sorry, we are checking" and sends it. The ticket moves to Pending and the SLA clock pauses.
- CustomerReplies with a photo. The ticket re-opens and the clock runs again.
- MinhFixes it and marks Solved. The customer receives a 1-5 star rating link.
Connects with the rest of hOne
WebmailCustomer email arrives in a Webmail mailbox and becomes a ticket; replies go out through that same mailbox.Omnichannel chatPress Create ticket in a Chat conversation (Zalo, Messenger, livechat...); the ticket shows right on the conversation.Tasks & projectsA ticket is a task, so comments, assignees and priority are shared with Tasks.CustomersTickets link to customers in the CRM; Match customer mode relies on the sender being in the CRM.NotificationsA ticket created from email notifies the default assignee.
Frequently asked questions
Where do tickets live in hOne?
In the Webmail area: the ticket queue, ticket settings and reports. Tickets also appear in Tasks, so your team has one place to follow them.
Who can see all tickets?
Admins and people with the "View all tickets" permission. Everyone else sees tickets they created or are assigned. The "Manage tickets" permission lets you change status, assignee, team and priority.
Does SLA count outside working hours?
Per policy: you can choose to count business hours only, using the assignee's calendar or the company calendar.
Must customers sign in to see a ticket?
No. Tickets from email have a link where the customer can view and reply. Staff replies go out by email in the same thread.
Does AI take part in tickets?
AI helps decide which emails should become tickets (AI mode) and analyses messages. Your staff remain the ones who answer customers.
When should we use SLA and CSAT?
SLA, auto-assign and the CSAT survey are switched on by an admin when your business needs them, so you can start simple and add them later.
More in this area: Email, Tickets & Marketing
WebmailConnect existing IMAP/SMTP mailboxes: shared inboxes, rules, scheduled send, open tracking.Email MarketingLists, drag-and-drop templates, campaigns, automation and open/click/bounce stats.Landing pagesDrag-and-drop landing pages, email capture forms, versions, custom domain + SSL, view counts.