Stop trusting others with your client data. Issuebear helps you answer support requests more efficiently, measure customer happiness, manage your service level agreements, and do it all with a simple interface that everyone can understand.
The Problem
Too many requests and unhappy customers. Email just isn’t cutting it — but traditional SaaS help desks want you to hand over all your client data to their cloud. If you handle sensitive information, that’s a hard trade-off.
Issuebear is different. It’s self-hosted, so your data never leaves your infrastructure.
Ticket Management
Filter, categorise, and prioritise with custom queues. Assign tickets to agents, teams, or customers. Use round-robin assignment for new tickets, collision detection to prevent duplicate work, and private notes for internal discussion.
Customise your statuses with colour coding for quick identification. Use impact and urgency scoring to ensure the right issues get attention first. Link related tickets together and use canned responses to speed up common replies.
Client Management
Your clients can log in, view their requests, and see the status of every ticket — no more “any update?” emails. Colleagues from the same organisation can view and reply to each other’s tickets. Prioritise based on client payment levels so your biggest customers get the attention they deserve.
Service Level Agreements
Set response, resolution, and update time commitments per client. Define custom working hours. Issuebear’s Helium Priority System automatically escalates unresponded tickets to increase their visibility before an SLA breach.
AI Helpers
Integrate with ChatGPT or Claude to generate ticket summaries and auto-tag incoming requests. Let AI handle the mechanical work so your agents can focus on solving problems.
Automation and Reporting
Set up routing rules to get tickets to the right team automatically. Track SLA compliance, ticket trends, and agent performance. Collect post-support feedback to identify your top agents and spot areas for improvement. Send announcements to notify clients about maintenance and updates.
Built for Teams
Dark mode, markdown support, multi-factor authentication, attachments, schedules, and broad customisation options. Issuebear is designed to be lived in every day by support agents — not just clicked through occasionally.