A support ticketing system helps teams manage customer requests in an organized, trackable, and efficient way. Instead of juggling emails, spreadsheets, or messaging apps, every request becomes a structured ticket that can be assigned, followed, and resolved with clarity. This not only improves internal coordination, but also ensures customers feel heard and supported throughout the process. When ticketing is combined with task management, support teams move faster, solve issues more consistently, and provide a smoother customer experience. In this blog, we’ll explore how Cubicl brings these two essential workflows together in one workspace.
What is Support Ticketing System?
A support ticketing system is a structured software application that logs, tracks, manages and resolves individual support requests, “tickets”, from customers or internal users.
Instead of relying on standalone emails or informal means, every request (for help, for issue resolution, for an inquiry) enters a unified system where it can be properly assigned, prioritized, monitored and closed.
Its primary aim is two-fold:
- To enable the support team to respond quickly, consistently and transparently to customer queries and problems.
- To drive higher customer satisfaction by making sure no request is overlooked, and by gathering data that allows ongoing improvement of the support process.
Who Needs a Ticketing System?
Managing incoming requests should start from the first day a company begins operating. Customers, partners, and even employees will always have questions, issues, and needs.
Studies show that More than 50% of consumers reduce or stop doing business with a brand after a bad experience. This often happens not because the team doesn’t care, but because there is no clear system to manage requests.
A support ticketing system brings structure.
- Small companies use it to present a professional, reliable support process.
- Growing companies use it to handle increasing request volume without chaos.
- Large organizations use it to ensure accountability and maintain customer satisfaction at scale.
No matter the size of the company, when demand is organized and visible, teams work more efficiently and customers feel heard. And when we talk about productivity, it makes sense to use a software solution that supports this. Cubicl Business Management Software is one such tool combining a support ticketing system and task management in one place.
Cubicl: All-in-One Solution for Tickets, Workflows, Clients and More
Cubicl is a single workspace where teams can organize their work, collaborate smoothly, and manage requests without switching between multiple tools. It brings together the essential components of daily work so teams stay connected, informed, and productive. What you can do in Cubicl Task Management Software:
- Task Management: Create, assign, and follow tasks with clear priorities and deadlines.
- Project Management: Plan work, set milestones, and track progress through visual boards, reportings and analytics.
- Ticketing System: Collect, organize, and resolve client or user support requests in a structured way.
- Clients & Support: Maintain client information, track communication history, and improve customer satisfaction.
- File Management: Store and share documents directly within tasks and tickets.
- Team Collaboration: Chat with teammates, leave comments, and share updates without switching apps.
- Team Administration: Manage roles and permissions, and track time-off records.
- Email to Task/Ticket: Turn incoming emails into actionable ticket based tasks instantly.
- Automations & Integrations: Connect Cubicl with other applications and automate workflows using free Monkedo integration credits.
By unifying communication, task management, and support handling, Cubicl reduces scattered work and helps teams focus on solving problems, not searching for information.
How to Use Cubicl's Ticket Management System?
Cubicl Project Management Tool allows you to collect support requests through a public form and manage them as tasks inside the system. This keeps all requests organized, visible, and easy to track without switching between email, WhatsApp, or external tools.
Cubicl ensures you gain full visibility into:
- Ticket routing, ensuring the right request goes to the right team
- Ticket volume, how often customers reach out and why
- Response times, how quickly your team replies
- Resolution time, how efficiently issues are solved
- Who solved the ticket and how the issue progressed
It’s a scalable workflow that works for early-stage teams and continues to grow with your business.
1. Activate Public Support in Support Ticketing System
To begin, enable Public Support from the Client Portal settings. This allows you to create a shareable link that anyone can use to submit a request (customers, partners, or employees.)
You can share this link on your website, email signature, WhatsApp profile, or any communication channel your audience prefers.
2. Define Support Topics (Optional but Recommended)
Support requests don’t all go to the same team. Some relate to products, some to billing, some to technical issues. To manage this efficiently, you can create Support Topics. For each topic, you can define:
- Which project the ticket will be created in
- Who will be automatically assigned to handle it
Example:
- Product inquiries → Sales team in Sales project
- Invoice questions → Accounting team in Accounting project
This ensures requests always reach the right person, without manual routing.
3. Requests Become Tasks in Cubicl
When someone submits a request through the public support form:
- A task is automatically created in Cubicl
- The assigned person or team receives a notification
- A customer record is created (or matched to an existing one)
This builds a complete communication history for each customer, past issues, responses, resolutions, and patterns are all visible in one place. This transparency is one of the key contributors to higher customer satisfaction.
4. Communicate and Work as a Team
Once the request becomes a task in the support ticketing system, your team can manage it just like any other task:
- Reassign it
- Add comments
- Change priority or due date
- Collaborate internally
If you need to respond to the customer, you can mark selected comments as visible. The customer receives the response by email and can reply. Their responses appear directly under the same task, no scattered communication threads.
Close the Ticket When Resolved
When the issue is handled, mark the task as Completed. The full history stays stored, useful for quality control, auditing, and learning from repeated cases.
Enhance Customer Support Through Automation & Integrations
Support becomes much more efficient when routine processes are automated and communication channels work together. Cubicl offers built-in tools and integration options that streamline support workflows and help teams respond faster.
Transform An Email Into A Task
Cubicl Task Management Software includes a native email-to-task feature that turns incoming emails into tasks automatically. Whether your team uses Outlook, Gmail, Yandex, or IMAP/SMTP, every support email becomes a trackable task in Cubicl, working just like a ticket.
- An email arrives
- A task is created instantly
- The task is assigned to the relevant team member
- The team collaborates internally and responds from within Cubicl
Selected responses can be marked as visible to the customer, meaning your reply is shared directly back to the sender. No copy-paste. No lost email threads. Just one continuous conversation. This ensures your email support becomes organized, accountable, and consistent.
Automate and Integrate Apps with Monkedo
For more advanced workflows, Cubicl can be connected with Monkedo, a no-code automation platform developed by the same team. Monkedo lets you integrate Cubicl with other applications and build automations without writing any code.
Cubicl users receive free Monkedo credits, which means you can create automations without additional cost, up to your included usage limit.
With Monkedo, you can:
- Integrate tickets with reporting tools
- Connect other communication platforms
- Sync data with live chat systems
- Integrate marketing and sales tools like Salesforce
- Automate follow-ups, status updates, notifications, and more
This allows businesses to transform Cubicl into the center of a multichannel support workflow. And when multiple channels (email, chat, website forms, messaging tools) are integrated into Cubicl and managed in one place, your support experience becomes omnichannel: consistent, unified, and seamless.
Frequently Asked Qustions About Ticketing System
To help clarify things further, we’ve answered some of the most common questions about ticketing tool.
What is the difference between ticketing software and help desk software?
A ticketing toole focuses on logging, assigning, and resolving individual requests, ensuring each issue is tracked as a ticket. A full help desk system goes further by not only managing tickets, but also providing additional customer support tools such as a knowledge base, communication channels, and performance tracking. In short, ticketing solution handles the request itself, while a helpdesk ticketing manages the entire customer support experience.
What is the difference between ticketing software and service desk?
Ticketing system software focuses on logging and resolving individual support requests, while a service desk manages the entire lifecycle of a service request, often including approval steps, asset tracking, change management, and broader operational workflows. A service desk is typically more customizable and designed to reduce manual effort by standardizing how services are delivered across departments, not just how tickets are resolved.
What is the difference between multichannel and omnichannel?
Multichannel means customers can contact support through different channels (email, chat, phone, etc.), but each channel operates separately. Omnichannel support connects all those channels so the conversation is continuous and unified no matter where the customer messages from. With an omnichannel approach, the ticketing system allows support agents to see the full communication history in one place, making support faster, clearer, and more consistent.
Why should I use a ticketing system instead of email or WhatsApp?
Email and WhatsApp make it easy to communicate, but they make it hard to track and follow requests. Messages get buried, forwarded, or forgotten. A ticketing system keeps every request in one place, assigns responsibility, tracks progress, and shows the full conversation history. This ensures no request is lost, response times are clearer, and the support process becomes organized and accountable.
Can I use a ticketing system for internal (employee) requests too?
Yes. Ticketing systems are just as effective for internal service requests, such as IT access, HR documents, equipment needs, or facility maintenance. Employees submit requests, the system assigns them to the right person, and the workflow remains transparent. This reduces manual effort, prevents miscommunication, and keeps internal operations running smoothly.
Do small businesses need a ticketing system or only large teams?
Small businesses benefit just as much, sometimes even more. When support requests come through multiple channels, it’s easy for a small team to become overwhelmed or miss something important. A ticketing system helps small teams stay organized, respond faster, and appear professional from day one. And it scales naturally as the business grows, without changing tools later.
Can Salesforce, Jira, and Zoho Desk be used as ticketing software?
Yes. Salesforce, Jira Service Management, and Zoho Desk can all be used as ticketing software. Salesforce’s Service Cloud uses “Cases” to manage support requests, Jira is popular for technical and IT-focused service teams, and Zoho Desk offers help desk and knowledge base features. However, many of these tools require additional setups or separate platforms for task management and day-to-day teamwork. Cubicl combines both ticketing and task/project management in one place, allowing teams to track support requests and internal work together, without switching tools.
Right Support Ticketing System Software for You
Delivering responsive, reliable support doesn’t have to be complicated. When requests are centralized, assigned clearly, and worked on collaboratively, both teams and customers benefit. Cubicl makes this simple by combining ticket management, task tracking, team collaboration, and automation in a single, easy-to-use platform. If you want to streamline support, reduce back-and-forth, and keep your team aligned, try Cubicl and see how much easier managing customer requests can be.
👉 Start your free trial today.