How to Use Raiseaticket as a Ticketing Tool?
Raiseaticket is a free helpdesk and ticketing tool. Every request that reaches your team - by email, through the customer portal, or raised by an agent on someone's behalf - becomes a numbered ticket with one owner, a priority, a status and a full history, so nothing is answered twice and nothing is quietly dropped.
The free plan covers 5 agents and 500 tickets a month, and it is not a trial: there is no credit card, no expiry, and the core helpdesk is included in full. This guide walks through using it as your day-to-day ticketing system, in the order you would actually set it up.
1. Create the portal and invite your team
Sign up and you get your own portal at a Raiseaticket subdomain, ready to use straight away - see creating your helpdesk portal for the steps. Invite agents from the admin area; each one receives an activation email and sets their own password.
Decide roles as you invite. Super Admins hold billing and security, Admins manage settings and users, and Agents work tickets without reaching system configuration. Getting this right early avoids a scramble later - the differences are set out in user roles.
2. Connect the channels requests actually arrive on
Most teams start with email. Connect your existing support address so anything sent to it lands in the queue as a ticket rather than in one person's inbox - see connecting your support email. You can add more than one address, so sales@ and support@ can feed different groups.
The web portal works alongside it. Customers sign in to raise a ticket, watch its progress and reply, which cuts the "any update?" emails considerably. Both channels write into the same queue, so an agent never has to check two places.
3. Route tickets to the right people
An unrouted queue is just a shared mailbox with extra steps. Create groups that mirror how your team really splits work - by product, by region, or by first line and second line - and route incoming tickets to a group rather than an individual, so cover does not depend on one person being at their desk.
Within a group, tickets can be assigned to an agent, picked up self-service, or reassigned as things develop. Categories, priorities and tags give you the filters you will want later when you are looking for patterns rather than individual tickets.
4. Set SLA policies so lateness is visible before customers complain
An SLA puts a clock on each ticket: how quickly it should get a first response, and how quickly it should be resolved. Targets can differ by priority, so a critical outage and a password reset are not held to the same standard.
Set your operating hours alongside them, so a ticket that arrives at 6pm on a Friday is not judged against overnight time it was never going to be worked. Breach alerts tell you a ticket is about to run late while you can still do something about it. See setting up an SLA policy, and pausing the timer for tickets waiting on a customer.
5. Work the ticket
Day to day, agents reply to customers directly from the ticket, so the whole thread stays in one place instead of scattering across personal mailboxes. Internal notes let the team discuss a ticket without the customer seeing it, which is where most of the useful context ends up.
Attachments up to 25MB can be added, with no cap on how many. Statuses move the ticket through its life - open, in progress, on hold, resolved - and merging handles the common case of one person emailing three times about the same problem. Notifications keep both sides informed without anyone having to chase.
6. Deflect the repeat questions
Once you have run the desk for a few weeks, the same questions will keep appearing. Move those answers into a knowledge base so customers can resolve them without opening a ticket, and agents can link to a written answer instead of retyping it.
This is usually the single biggest reduction in ticket volume available to a small team, and it costs nothing but the writing.
7. Measure what is actually happening
Because every request is timestamped and owned, you can see first response time, resolution time, who is carrying the load and what is about to breach. The dashboard shows open, pending and overdue work at a glance - see how tickets are organised - and reports turn that into trends over time.
Satisfaction ratings close the loop by asking customers what they thought after a ticket is resolved. Reports, analytics and satisfaction ratings are all part of the free plan.
What is free, and what is not
The capability is free; the capacity is what you pay for. SLA policies, reports and analytics, the knowledge base, satisfaction ratings, multi-factor authentication, groups and routing, and both the email and web channels are all included at no cost.
What you pay for is scale beyond 5 agents and 500 tickets a month, along with a small number of enterprise controls such as single sign-on and sending replies from your own mail domain. If the free plan fits your volume, you are not running a cut-down edition of the product - see what changes when you upgrade.
A realistic first hour
Sign up, connect your support email, create one group and invite your agents to it, set a single SLA policy with a first response target you can actually meet, and send yourself a test email to watch it arrive as a ticket. That is enough to run on. Categories, tags, knowledge base articles and finer routing are all easier to design once you have a few weeks of real tickets to look at.
