Support that knows who your customer is
Tickets live next to the customer's account. Your team sees what they bought, what they paid and their past tickets while replying. No second system and no per-agent fees.
Billing context on every ticket
Active products, total paid, refunds and your notes about the customer, right above the reply box.
Support levels follow the plan
Ticket categories use the same access rules as content. A priority category for Gold members is one setting.
No seats, no sync
Staff use their aMember admin accounts, and customer data stays in one database.
For customers
Tickets in the member area
Open and follow tickets where they already log in. Attach files and screenshots.
Answers before asking
Matching FAQ articles appear while the customer types the subject.
Never miss a reply
A notice in the member area shows tickets waiting for the customer.
Reply by e-mail
With the tickets-by-email add-on, customers write and reply from their mailbox.
FAQ
Public or members-only, with categories, search and readable URLs.
For your team
Clear inbox
New, awaiting reply, my tickets and closed views.
Assignment
Assign tickets, take them over, add watchers. Default owner and watchers per category.
No double replies
The ticket shows when a colleague is already answering it.
Canned replies
Snippets that fill in the customer's name and details, plus FAQ links in one click.
Internal notes
Notes for staff only, never shown to the customer.
Custom fields
Ask for different details in each category, for example the site URL in installation tickets.
Automation
Auto-close
Close tickets waiting on the customer after the time you set, with a notice.
Round-robin
Spread new tickets between agents automatically.
E-mail templates
Editable and translatable notices for every ticket event.
Staff permissions
Separate rights for tickets, FAQ and helpdesk settings.
How it works
- 1Turn on the module and create categories. Limit any category to certain products.
- 2Customers open tickets from the member area or by e-mail.
- 3aMember assigns the ticket and notifies the owner and watchers.
- 4Your agent replies with the customer's purchases and history in view.
- 5Tickets waiting on the customer close automatically after the timeout you set.
Questions and answers
Does it cost extra?
No. The helpdesk comes with every aMember Pro license. Tickets by e-mail is an add-on.
Can people e-mail support?
Yes, with the tickets-by-email add-on. Replies join the ticket, and a new sender gets an account automatically.
I already use Zendesk or Kayako.
aMember can keep your users in sync with them too.