18 Cores18 Cores

Answer every customer, on time.

The Customer support template tracks each request from the first message to resolution, so nothing waits too long and anyone on the team can pick it up.

Familiar lists, forms, and filters, so your team is up and running in minutes.

Start free Why it works

Free for up to 3 people. No credit card needed.

Questions? Email info@18cores.com

Tickets in a Customer support workspace, each with its step: New, Assigned, In Progress, Waiting, Resolved, or Closed.Tickets in a Customer support workspace, each with its step: New, Assigned, In Progress, Waiting, Resolved, or Closed.

Why teams use Tracker for support

Every request has an owner, a status, and a history the whole team can see.

  1. 01

    A clear path for every ticket

    Tickets move through New, Assigned, In Progress, Waiting, Resolved, and Closed. Waiting shows which tickets are with the customer.

  2. 02

    Sorted by topic

    Start with Technical, Billing, Account, Feature Request, Bug Report, and General Inquiry, then rename or add your own.

  3. 03

    Know who asked

    Record the customer’s name and email on a ticket, even when they have no account, and keep customer details in shared Contacts.

  4. 04

    Nothing slips

    Due dates flag overdue tickets, and sorting by the latest comment shows which conversations have gone quiet.

Everything about a ticket, on one screen.

See what the customer needs, who owns it, the topic and due date, every reply from the team, and each step the ticket has taken.

A ticket being edited in Tracker, with its description, details, comments, and status history.A ticket being edited in Tracker, with its description, details, comments, and status history.

Your customers, in one shared list.

See each customer’s company, email, phone, and relationship. Share contacts with the team, or keep them private.

Tracker contacts with company, email, phone, relationship, and visibility.Tracker contacts with company, email, phone, relationship, and visibility.

Alongside the tickets

Answers, reminders, and a view of the workload sit beside the queue.

Saved answers

Keep standard replies, how-tos, and policies in shared notes, tagged and searchable.

Tracker notes showing shared and personal notes.Tracker notes showing shared and personal notes.

Personal todos

Remind yourself to check back with a customer, with a due date and priority.

Tracker personal todos with priorities and due dates.Tracker personal todos with priorities and due dates.

Reports

See what was resolved, what is overdue, and what is coming up for any period, and export it as CSV.

Tracker reports showing work metrics and charts.Tracker reports showing work metrics and charts.

Start free

The Free plan covers up to 3 people, one workspace, and 1 GB of storage, with no credit card and no time limit. Upgrade when your team grows.

Start free

Other ways to use Tracker

The same Tracker, set up for different work. On Starter and Pro, one organization can run several workspaces side by side.

Back to all templates
Bug trackingIssues from Open to Released. →ProjectsTasks from Backlog to Done. →SalesOpportunities from New to Won. →CustomName your own records and steps. →