Frequently Asked Questions

BlueTickets is a multi-tenant helpdesk and ticketing system designed for small teams. It helps you centralize support requests from multiple channels (email, web, mobile apps, and agent-created tickets) into a single, organized workflow.

1. Sign up for a free 30-day trial at bluetickets.app
2. Create your organization - Set your organization name and default settings
3. Invite team members - Add teammates by email; they'll receive secure invitation links
4. Connect your support email (optional) - Set up email forwarding to receive tickets via email
5. Start creating tickets - Use the web interface, API, or email forwarding

No. The 30-day free trial requires no credit card. You can explore all features during the trial period.

Most teams can complete the initial setup in under 30 minutes. This includes:

1. Creating your organization
2. Inviting team member
3. Configuring email forwarding for ticket collection
4. Connecting your support email (if desired)
5. Configuring basic settings

BlueTickets currently supports English and Italian. The interface automatically adapts based on your browser language preference, and you can manually switch languages at any time.

An organization is your workspace in BlueTickets. All tickets, users, API keys, and settings belong to a specific organization. Each organization is completely isolated from others (multi-tenant architecture).

Yes. You can be a member of multiple organizations, each with its own tickets, settings, and team members. Switch between organizations using the organization selector in the top navigation bar.

1. Click the Organization dropdown in the top navigation bar
2. Select the organization you want to switch to
3. You'll be redirected to that organization's dashboard

1. An email notification (if you already have a BlueTickets account)
2. An in-app popup notification when you log in
3. A guidance tooltip showing you where to switch organizations

BlueTickets has two roles for registered users:

1. ORG_ADMIN (Admin): Full control over the organization, including user management, settings, API keys, and billing. Can delete the organization. Only admins can access:

1. AGENT: Can view, create, update, and assign tickets. Can add comments and change ticket statuses. Cannot access organization settings, user management, or API keys. Admin-only links appear disabled with a tooltip "Only admins can access here".

If you already have a BlueTickets account and are added to an organization:

1. Email notification: You'll receive an email informing you that you've been added
2. In-app notification: When you log in (or if already logged in), a popup will appear stating you've been added to the organization
3. Status display: In the member list, you'll appear as "Connected" (not "Waiting for confirmation")
4. Organization selector: The organization will appear in your organization dropdown immediately

1. Go to Settings → Users (admin-only)
2. Click Invite Users
3. Enter email addresses (one per line, comma-separated, or semicolon-separated)
4. Click Send Invitations

Yes. Organization admins can manage pending invitations from Settings → Users:

1. Resend invitation: Click "Resend" next to a pending invitation to send the invitation email again
2. Delete invitation: Click "Delete" to cancel a pending invitation (requires confirmation)
3. View status: Pending invitations show "Awaiting response" status with the invitation date

Yes. Organization admins can change team member roles from Settings → Users:

1. Find the team member in the members list
2. Select a new role from the dropdown (Admin or Agent)
3. Click "Update" to save the change

1. You cannot demote yourself from admin if you're the only admin in the organization, otherwise that organization will be left orphan
2. The primary admin (organization creator) cannot be removed from the organization settings page for the same reason

Yes. Organization admins can remove team members from Settings → Users. Removing a member does not delete their tickets or comments, but they will lose access to the organization.

1. Go to Settings → Profile
2. Scroll to the Change Password section
3. Enter your current password
4. Enter your new password (minimum 8 characters)
5. Confirm your new password
6. Click "Update Password"

Use the "Forgot Password" link on the login page. You'll receive an email with instructions to reset your password.

If you receive an invitation email and don't have a BlueTickets account yet:

1. Click the invitation link in the email
2. You'll be taken to a signup page with your email pre-filled (but locked)
3. Enter a password (minimum 8 characters)
4. Confirm your password
5. Click "Create account & join organization"

Yes. Go to Settings → Profile to update your email address. You'll need to verify the new email address before it becomes active.

Deleting your account removes your user profile. If you're the only admin of an organization, you must transfer admin rights to another member or delete the organization first.

Deleting an organization permanently removes all associated data, including:

1. All tickets and their history
2. All comments and attachments
3. All API keys
4. All user memberships
5. All settings and configurations

A ticket represents a single support request or issue. Each ticket has a title, description, status, priority, source, assignee, and conversation history.

You can create tickets in several ways:

1. Web Interface: Click "Create Ticket" from the tickets page
2. API: Use the POST /api/tickets endpoint with your API key
3. Email: Forward emails to your organization's unique inbound address (e.g., [email protected])
4. Agent Creation: Agents can manually create tickets from the dashboard

Tickets can have the following statuses:

1. pending: Waiting to be picked up by an agent (default for new tickets)
2. processing: Actively being worked on by an agent
3. completed: Resolved and closed
4. reopened: Previously completed but reopened (issue recurred)
5. urgent: Requires immediate attention
6. escalated: Escalated to higher-level support or management
7. on_hold: Temporarily paused, waiting for external information or customer response

Yes. When changing a ticket's status, you must provide a reason for the change. This helps maintain an audit trail and ensures accountability.

Tickets have three priority levels:

1. Low (0): Can be handled during normal business hours
2. Medium (1): Standard priority, should be addressed promptly
3. High (2): Important issues that need faster response

The urgent flag marks tickets that require immediate attention, regardless of their priority level. Urgent tickets are highlighted in the dashboard and ticket list.

The attention score is an automated metric that helps prioritize tickets. It considers:

1. How long a ticket has been waiting for a response
2. Whether the ticket is marked as urgent
3. Whether the ticket has exceeded SLA targets
4. Whether the ticket has been escalated

Tickets can originate from:

1. app: Created via API from a mobile or web application
2. web: Created through the BlueTickets web interface
3. email: Created from an inbound email
4. agent: Manually created by an agent

1. Open the ticket detail page
2. Use the Assignee dropdown to select a team member
3. Or click "Pick" on a ticket in the "All Tickets" list to assign it to yourself

Yes. Set the assignee to "Unassigned" from the ticket detail page.

Tags are labels you can add to tickets for organization and filtering. Each organization can define its own tags with custom colors. Tags help categorize tickets by type, department, or any other classification.

You can filter tickets by:

1. Status (pending, processing, completed, etc.)
2. Priority (low, medium, high)
3. Source (app, web, email, agent)
4. Assignee (including "Unassigned")
5. Urgent flag
6. Tags
7. Search keywords (searches title and description)

Yes. Each ticket's detail page shows a complete audit log of all status changes, including:

1. Previous and new status
2. Reason for the change
3. Who made the change
4. When it was changed

1. My Tickets: Shows only open tickets assigned to you
2. All Tickets: Shows all tickets in your organization, regardless of assignee

1. Open the ticket detail page
2. Scroll to the conversation section
3. Type your reply in the comment box
4. Optionally check "Notify Requester" to send an email notification
5. Click "Add Comment"

Yes. When adding a comment, you can mark it as an "Internal Comment". These comments are only visible to agents and admins, not to the requester.

When you mark a ticket as completed:

1. The ticket status changes to "completed"
2. The ticket moves out of active views (unless you filter for completed tickets)
3. You must provide a reason for closing the ticket
4. The requester can still view the ticket and reopen it if needed

Yes. If a ticket was previously completed, it can be reopened. The ticket will show a "reopened" status, and the reopen count is tracked.

SLA (Service Level Agreement) tracking helps ensure timely responses. BlueTickets monitors:

1. First Response Time: How long it takes for an agent to respond to a new ticket
2. Resolution Time: How long it takes to resolve a ticket

BlueTickets can receive tickets via email using a forwarding setup:

1. Set up forwarding: Configure your email provider (e.g., Gmail, Outlook, or your domain's email service) with a forwarding rule to forward emails received from [email protected] to the address below.

1. Automatic ticket creation: When an email is forwarded to your inbound address, BlueTickets automatically creates a ticket with:

1. Reply threading: When agents reply to tickets, emails are sent to the requester. Replies to those emails automatically thread back to the original ticket.

1. Go to Settings → Tickets
2. Click "Connect Support Email"
3. Enter your support email address (e.g., [email protected])
4. Follow the DNS setup instructions to verify your domain
5. Configure email forwarding from your email provider to the unique inbound address shown

To send emails from your custom domain, you need to add DNS records for email authentication:

1. DKIM Records (3 CNAME records): Generated automatically when you connect your domain
2. SPF Record (TXT): v=spf1 include:_spf.resend.com ~all (add to existing SPF if you have one)
3. DMARC Record (TXT): v=DMARC1; p=none; rua=mailto:[email protected] (recommended)

After connecting your support email in Settings → Tickets, your unique inbound address is displayed (e.g., [email protected]). This is the address you'll forward emails to.

Yes. You can forward multiple email addresses to the same inbound address. For example:

1. [email protected] → [email protected]
2. [email protected] → [email protected]
3. [email protected] → [email protected]

When a requester replies to an email notification:

1. The reply is automatically forwarded to your inbound address
2. BlueTickets matches the reply to the original ticket using email threading headers
3. The reply is added as a new comment to the ticket
4. All agents can see the reply in the ticket conversation

Common issues:

1. Forwarding not configured: Make sure your email provider is forwarding to the correct inbound address
2. DNS not verified: Check that your domain's DNS records are correctly added and verified
3. Webhook not receiving emails: Verify that the inbound email service is properly configured
4. Email in spam: Check your spam folder; some email providers may filter forwarded emails

Yes. Once your domain is verified (DNS records added and confirmed), all outbound emails (ticket notifications, replies) will be sent from your custom domain (e.g., [email protected] instead of a generic BlueTickets address).

Domain verification typically completes within 2-5 minutes after adding the DNS records. You can click "Refresh Domain Status" in Settings → Tickets to check the verification status.

If you use Cloudflare (or any DNS provider), you can still add the required DNS records. The process is the same:

1. Log into your DNS provider's dashboard
2. Add the CNAME records for DKIM (shown in BlueTickets)
3. Add the TXT records for SPF and DMARC
4. Wait for DNS propagation (usually 2-5 minutes)

BlueTickets provides a REST API that allows you to programmatically create, list, update, and manage tickets. This is useful for:

1. Mobile app integrations
2. Webhook automation
3. Custom integrations with other tools
4. Automated ticket creation from your applications

1. Go to Settings → API (admin-only)
2. Click "Generate New API Key"
3. Give it a descriptive name (e.g., "Mobile App - iOS", "Webhook Integration")
4. Copy the key immediately - it won't be shown again after closing the dialog
5. Store it securely in your application's configuration

All API requests require authentication using a Bearer token:

 Authorization: Bearer qt_your_api_key_here 

1. POST /api/tickets - Create a new ticket
2. GET /api/tickets - List tickets with filters and pagination
3. POST /api/tickets/{id}/status - Update ticket status
4. GET /api/tickets/stats - Get ticket statistics
5. GET /api/tickets/{id}/messages - Get ticket message history
6. POST /api/tickets/{id}/messages - Reply to a ticket

Yes. Visit /developers/test to get a public test API key that rotates every hour. This key allows you to test the API without affecting your production data. Tickets created with the test key are visible in a public stream for testing purposes.

To ensure fair usage and system stability, all API endpoints are rate limited:

1. Limit: 100 requests per minute per API key
2. Scope: Per API key (each key has its own limit)
3. Window: 1 minute rolling window

Implement exponential backoff in your client:

1. When you receive a 429 response, read the Retry-After header
2. Wait for the specified time before retrying
3. If you continue to hit rate limits, increase the delay between requests

Yes. You can create multiple API keys for different applications or environments (e.g., one for production, one for staging, one for a mobile app). Each key is tracked independently and can be deleted separately.

If you lose an API key, you cannot recover it. You must:

1. Delete the old key from Settings → API
2. Generate a new API key
3. Update your application with the new key

Yes. In Settings → API, each API key shows its "Last Used" timestamp. This helps you identify unused keys that can be safely deleted.

The API is RESTful and works with any programming language that can make HTTP requests. We provide examples in:

1. cURL (command line)
2. Node.js
3. Python

Yes. The API allows you to integrate BlueTickets with:

1. Mobile apps (iOS, Android, React Native)
2. Web applications
3. Automation tools (Zapier, Make, n8n)
4. Custom scripts and workflows

The free trial gives you 30 days to explore all BlueTickets features with no credit card required. After 30 days, you'll need to choose a subscription plan to continue.

After your 30-day trial ends, you'll need to select a subscription plan to continue using BlueTickets. Plan management and billing configuration will be available in Settings → Subscription.

Pricing plans are currently being finalized. Contact [email protected] for information about available plans and pricing.

Yes. You can cancel your subscription at any time from Settings → Subscription. Your account will remain active until the end of your current billing period.

Refund policies depend on your subscription plan. Contact [email protected] for specific refund information.

Yes. Plan upgrades and downgrades will be available from Settings → Subscription once billing is fully enabled.

Payment method options will be available when billing is fully enabled. Contact [email protected] for current payment options.

Annual plan discounts and other pricing options are being finalized. Contact [email protected] for information about annual billing and discounts.

Your data remains accessible until the end of your current billing period. After cancellation, you can export your data. Data is permanently deleted after the account closure period (typically 30 days).

BlueTickets works in all modern browsers:

1. Chrome (latest)
2. Firefox (latest)
3. Safari (latest)
4. Edge (latest)

BlueTickets is a web application optimized for mobile browsers. The interface automatically adapts to mobile screens with:

1. Collapsible sidebar navigation
2. Mobile-friendly header with organization selector
3. Responsive ticket lists and detail views
4. Touch-optimized controls

Yes. BlueTickets includes a dark mode theme:

1. Click the theme toggle button in the top navigation bar (sun/moon icon)
2. Your preference is saved and will persist across sessions
3. The theme applies to all pages, including the dashboard, tickets, settings, and documentation

Self-hosting is not currently supported. BlueTickets is a cloud-based SaaS application.

1. Production: https://www.bluetickets.app/api

Use the health check endpoint:

bash curl https://www.bluetickets.app/api/health 

json {   "ok": true,   "ts": "2025-11-25T12:00:00.000Z" } 

Common issues:

1. Incorrect credentials: Double-check your email and password
2. Email not verified: Check your email for a verification link
3. Account locked: Contact support if you're locked out
4. Browser issues: Try clearing cookies or using an incognito window
5. Session expired: If your session times out, you'll be automatically logged out. Simply log in again.

Some features are restricted to organization admins only:

1. Settings → Tickets: Admin-only (email configuration, domain management)
2. Settings → Organization: Admin-only (organization name, domain settings)
3. Settings → Users: Admin-only (invite members, manage roles)
4. Settings → API: Admin-only (generate API keys)

Check the following:

1. Domain verification: Ensure your domain's DNS records are correctly added and verified
2. API key: Verify your Resend API key is correctly configured
3. Email provider status: Check Resend's status page for any service issues
4. Spam folder: Check if emails are being filtered to spam

Common causes:

1. DNS propagation delay: Wait 5-10 minutes after adding records
2. Incorrect record values: Double-check that you copied the exact values from BlueTickets
3. Wrong record type: Ensure you're adding CNAME records (not A or TXT) for DKIM
4. DNS provider issues: Some DNS providers have delays; try refreshing the status
5. Duplicate domain: If you see a "Unique constraint failed" error, the domain may already be in use by another organization. Contact support if you believe this is an error.

Data export functionality is coming soon. Contact [email protected] if you need to export your data immediately.

Attachment handling is currently being implemented. File size limits will be documented once the feature is available.

Custom ticket fields are not currently supported. The standard fields (title, description, status, priority, source, assignee) are available for all tickets.

Report bugs by:

1. Contacting [email protected]
2. Including steps to reproduce the issue
3. Providing screenshots or error messages if available

System status and uptime information will be available on our status page (coming soon). For immediate issues, contact [email protected].

BlueTickets uses industry-standard security practices:

1. Encryption in transit: All data is encrypted using HTTPS/TLS
2. Encryption at rest: Database and file storage are encrypted
3. Authentication: Secure session management and API key authentication
4. Access control: Role-based permissions ensure users only see data they're authorized to access

Data is stored in secure, compliant data centers. Contact [email protected] for specific information about data residency and compliance.

Only members of your organization can see your tickets. Each organization's data is completely isolated (multi-tenant architecture). BlueTickets staff cannot access your data unless you explicitly grant permission for support purposes.

Yes. You can:

1. Delete individual tickets
2. Delete your user account
3. Delete your entire organization (removes all data)

1. API keys are hashed in the database (never stored in plain text)
2. Keys are only shown once when generated
3. Each key is scoped to a specific organization
4. Keys can be revoked at any time

1. Immediately delete the compromised key from Settings → API (admin-only)
2. Generate a new API key
3. Update all applications using the old key
4. Review your API usage logs for any unauthorized activity

GDPR compliance features are being implemented. Contact [email protected] for specific information about data processing agreements and GDPR compliance.

Yes. Data export functionality is coming soon. Contact [email protected] to request a data export.

Data is typically retained for 30 days after account deletion, then permanently removed. Contact [email protected] for specific retention policies.

BlueTickets may use analytics to improve the service. Contact [email protected] for information about third-party services and data sharing.