Get your first ticket
Updated
Tickets reach Bancroft in a few ways. Most teams start with email and add the rest over time.
Where tickets come from
- Email. Forward your support address to Bancroft and each new conversation becomes a ticket. See Forward your support email to Bancroft.
- Your help center. Your public help center has a contact form. Find its link in Settings → General.
- Your own app. Build a contact form into your product with an API key. See API keys and your in-app contact form.
- By hand. For a phone call or a question in the hallway, press C anywhere in the dashboard, or select New ticket in the sidebar. Pick the customer or type their email, add a subject and details, and optionally set a priority and an assignee.
Send yourself a test
The quickest check is your help center's contact form:
- Copy your help center link from Settings → General and open it.
- Select Contact support and send a message from your personal email address.
- Open Tickets in Bancroft. The message is waiting in Unassigned.
You'll also get the confirmation email your customers receive. It thanks them, repeats the ticket number and lets them reply by email to add more.
What your team is told
When a ticket arrives without an owner, every teammate gets an email about it. When a ticket is assigned, only the assignee is emailed.
Practice without real customers
Want to try replying, assigning and resolving before going live? Switch on Test data at the bottom of the sidebar. See Practice with test data.