TicketMate Help Centre

TicketMate is a helpdesk platform built for small Australian IT teams. It gives your agents a clean, fast workspace to manage support requests, and gives your customers a simple portal to submit and track their own tickets.

Unlike the big international tools, TicketMate is priced per capability, not per seat. Every plan includes unlimited agents and unlimited user accounts.

All plans include unlimited agents and unlimited user accounts. You pay for capability, not headcount.

Every support request, whether it comes in via email, the customer portal, or a custom form, becomes a ticket in your agent queue.

Ticket Types

Statuses

Priority Levels

Priority drives SLA countdown timers, so set it accurately. A mislabelled Urgent ticket will trigger breach alerts unnecessarily.

Internal Notes

Internal notes are visible to agents only. Customers never see them. Use them to log diagnostic steps, leave context for colleagues, or flag issues for your team lead. Notes form part of the permanent audit trail.

Canned Responses

Pre-written reply templates your agents can insert with one click. Admins manage the library under Settings → Canned Responses. Variables like {{customer_name}} and {{ticket_id}} are substituted automatically.

Attachments

Up to 5 files can be attached per reply, with a combined 35 MB limit across all attachments on a ticket. Accepted file types include images, PDFs, Office documents, and common archive formats.

When a customer emails your support address, TicketMate automatically creates a ticket. Replies in the ticket thread are sent back by email, so customers never need to log in to the portal if they prefer not to.

How it works

Email routing rules

Admins can define keyword-based routing rules under Settings → Email Routing. When an inbound email matches a keyword in the subject or body, it is automatically assigned to a specified team, priority, or ticket type, before any agent touches it.

Email blocklist

Under Settings → Blocked Senders, enter individual addresses (e.g. noreply@vendor.com) or entire domains (e.g. @noreply.com) to silently drop inbound email from those senders. Blocked emails are discarded without creating a ticket.

Mailbox limits by plan

SLA policies set target response and resolution times. TicketMate tracks these automatically and alerts agents before a breach occurs.

How SLA matching works

When a ticket is created, TicketMate evaluates your active SLA policies in priority order and applies the first match based on ticket type and priority level. A ticket will only ever have one active SLA policy at a time.

First response vs. resolution

Breach detection & alerts

TicketMate checks SLA deadlines every 5 minutes. When a ticket is approaching or past its deadline, the assigned agent receives an email alert. Breached tickets are highlighted in red in the admin ticket queue so they stand out at a glance.

SLA status column

The ticket table shows a live SLA badge for each ticket: time remaining counts down in hours or minutes, turns amber when under 2 hours, and turns red when breached. The entire row also highlights red for any open breached ticket.

Asset tracking lets you maintain a register of IT devices and link them to support tickets. When an agent receives a ticket, they can pull up the device's full history in seconds.

What you can record per asset

Warranty expiry alerts

TicketMate runs a nightly check on all asset warranty dates. If any device's warranty expires within 30 days, your IT admin receives an email listing the affected assets, giving you time to renew or plan a replacement before it lapses.

The customer portal is a branded, self-service interface where your users can submit tickets, track progress, and read agent replies, all without sending an email.

Getting started as a customer

Custom forms let you collect structured information from customers at submission time. Instead of a generic text box, you can ask for exactly what you need, hardware type, software version, urgency reason, and more.

Building a form

Admins manage all users, agents, administrators, and customers, under Admin → People → Users.

Roles

Inviting users

Click Invite User on the Users page to add someone by name, email, and role. They will receive an email with a link to set their password. The Password badge on each row shows Pending until they click the link, then turns Set.

Importing users via CSV

To add multiple users at once, click Import CSV on the Users page. The CSV must have three columns: Name, Email, and Role (values: admin, agent, or user). Each imported user automatically receives a password-setup invitation email. Rows with an email address that already exists in the system are skipped.

Privacy Act 1988 & NDB Scheme

TicketMate is compliant with the Australian Privacy Act 1988. In the event of a notifiable data breach, TicketMate's documented breach notification runbook ensures affected parties are informed within the timeframes required under the Notifiable Data Breaches (NDB) scheme.

Your data, your export

You can export ticket data as CSV at any time. Enterprise plans include a full audit log covering all agent activity. There is no vendor lock-in. Your data is yours.

Uptime & backups

Daily automated database snapshots are retained for 30 days. Point-in-time recovery is enabled for the 35-day window. S3 versioning is enabled on all attachment storage.