As a support engineer, my inbox is my world. But it was a chaotic world. I was constantly battling a flood of emails, trying to keep track of customer conversations, and making sure nothing fell through the cracks. I found myself missing important emails, and the traditional solution—email rules—was a nightmare to maintain. They were either too broad, catching things they shouldn’t, or too specific, missing crucial messages. I needed a better way to manage customer support tickets directly from my email client. I needed to focus on my customers, not on wrestling with my inbox.
That’s why I created MyTickets, a Thunderbird extension born out of a personal need to bring order to the chaos of email-based support.
What is MyTickets?
MyTickets is a Thunderbird add-on that streamlines support ticket management. It helps you organize your support emails into dedicated ticket folders, sync conversations automatically, and quickly access your web-based ticketing system. It’s designed to work with ticketing systems that use URLs like https://your-domain.com/tickets/TICKET_ID.
Key Features:
- One-Click Ticket Access: If an email has a ticket ID in the subject, you can open it directly in your company’s ticketing portal with a single click. No more manually copying and pasting ticket numbers.
- Folder Creation: Create dedicated folders for each ticket, grouping all related correspondence in one place. The extension can even extract the Ticket ID from an email subject to name the folder automatically.
- Email Sync: Manually or automatically sync your Inbox and Sent folders and any other folder. MyTickets will find all emails related to a ticket ID and move them into the correct folder for you. This is a life-saver for keeping conversations organized.
- Auto-Sync for Open Tickets: The extension can be configured to automatically sync emails for your open tickets at a regular interval, so you always have the latest messages in the right place without lifting a finger.
- Archive and Re-Open: When a ticket is resolved, you can archive its folder, moving it out of your “Open” view. If the customer writes back, you can easily re-open the archive and continue the conversation.
- Customizable: You can configure the URL for your ticketing system, the names of your main “Open” and “Closed” ticket folders, and the auto-sync interval.
Why I Built It
I built MyTickets to solve a problem that I’m sure many support professionals face. I wanted a tool that would:
- Stop me from missing emails: By organizing emails into ticket-specific folders, I can see at a glance which conversations need my attention.
- Reduce manual effort: Maintaining email rules was a time-consuming and error-prone process. MyTickets automates the organization, so I can focus on responding to customers.
- Provide a clear overview: With separate folders for each ticket, and those folders organized under “Open” and “Closed” parent folders, I can easily track my active cases.
Conclusion
This extension has transformed my workflow. It has brought a sense of calm and control to my inbox. By automating the repetitive tasks of ticket management, MyTickets allows me to dedicate my time and energy to what really matters: providing excellent support to my customers. If you’ve ever felt overwhelmed by your support email workflow, I hope MyTickets can help you too.