Customer support · Taskending editorial team
Manage tickets from email, a portal and your API
A customer may report the same problem by email, through an in-product form and in a follow-up conversation. A useful help desk keeps ownership and next steps clear without turning every channel into a separate work queue.
Updated: · 2 min read
Create one record across channels
Use a shared title, description, customer, priority and responsible team. Distinguish feature requests from bugs through the issue type instead of spreading them across tools. Taskending’s customer portal, application API and configured Gmail bridge use the same issue model, so the receiving team can work from one queue.
Handle repeated emails and replies
When Gmail intake is configured, message identifiers help prevent duplicate processing and conversation context associates replies with existing requests. Map each support mailbox to the correct project. Google tokens are encrypted on the server. Attachments within the size limit can be imported; larger files require a separate access plan.
Separate internal notes from customer replies
A technical discussion or investigation note is different from a public reply. Check visibility before posting. Taskending customers see their own requests and public messages. Sending email requires a configured outbound provider; creating a portal message does not by itself guarantee email delivery. Check outgoing delivery status when email is an important part of the support process.
Create in-product tickets safely
Do not put an API key into browser JavaScript. Your application backend should authenticate the user, collect relevant diagnostic context and send the request using a project-scoped intake key. Leave passwords, access tokens and unnecessary personal details out of the description. The calling application is responsible for supplying a trustworthy customer email address.
Link support to development
If a bug needs a separate engineering issue, link it to the support request. Keep customer communication separate from internal investigation while preserving which change resolves which report. Assess priority using customer impact and reproducibility. If advanced SLA calendars or multiple request participants are mandatory, evaluate the current product scope before adopting it.
Try it in your own workflow.
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