SaaS Product Support Template
A product support queue for software teams: bug reports, feature requests, billing questions and onboarding.
Free for 6 months · No credit card · Live in about 5 minutes
Software support has a handoff most other support queues don't: some tickets stop being a support problem and become an engineering one. The failure mode is what happens next: the ticket goes quiet, the customer hears nothing, and nobody is quite sure whether it's being worked on.
This template makes that handoff a visible state rather than an informal one, and separates bug reports from feature requests, because they need entirely different responses and reporting.
Who it’s for
Small software teams handling their own product support, where the same people are often close to both the customer and the codebase.
What it fixes
- Bugs handed to engineering disappear from the support queue's view
- Feature requests get answered ad hoc with no record of demand
- Customers aren't told when a fix actually ships
- Billing questions get mixed in with technical ones
What you get, preconfigured
Pick this template at signup and the workspace arrives set up like this. Everything below can be renamed or removed afterwards.
The 5-stage workflow
New, then Investigating while you reproduce. With engineering is the status that matters most here: it keeps the ticket visibly alive while it's out of support's hands, so it can't quietly stall. Awaiting customer covers needing more detail, and Shipped is the close, named for what the customer actually cares about, which is that the fix is live.
6 ticket categories
3 saved replies
- “Bug report received”
- “Feature request logged”
- “Fix is live”
Each one is a full draft you edit, not a title. Placeholders fill in the requester’s name automatically.
Example tickets included
Seeded so the inbox isn’t an empty list on day one. Delete them whenever you like.
- API returning 500s on bulk exportBugAPI
- Can we get SSO on the team plan?Feature request
- Charged twice this monthBilling
Setting it up
- 1Create a workspace. No credit card, no sales call.
- 2Pick the SaaS Product Support template. Statuses, categories, saved replies and example tickets are applied immediately.
- 3Connect the mailbox those requests already arrive at, by OAuth for Outlook, Gmail or Zoho, or by email and password for any other provider.
- 4Invite your team. Pricing is flat per workspace, so adding people costs nothing extra.
You can add another template later: a workspace can run several departments side by side under the same flat price.
Questions
Does this replace an issue tracker like Jira or Linear?+
No. Engineering should keep working in its own tracker. This is the customer-facing side: the ticket stays here so somebody owns telling the customer what happened, while the engineering work lives where engineers work.
How should feature requests be handled?+
Log them, tag them, and be honest in the reply. The template includes a Feature request logged saved reply for exactly this. The value of logging them isn't the individual request, it's being able to see later which ones keep recurring.
Can we tell customers when a fix goes live?+
That's what the Shipped status and its saved reply are for. The closing message goes back on the original thread, so the customer hears about it in the same conversation they started rather than not at all.
Read next
Start with the SaaS Product Support template
Free for six months, whole team included. Set up yourself in about five minutes.