Sources (read 2026-10-06):
Who this is for: Small support teams sharing one inbox who want to know, during a trial, whether handing tickets over, working on the same ticket and reporting per agent behave the way their team works.
Scenario: Two agents share a support inbox. One admin wants to see who handled what, and other departments only need to leave internal notes.
No build prompt: this kit checks an existing helpdesk. Set up a trial account with three users: you as admin, Agent A and Agent B, plus one collaborator if you plan to use that role. Connect a test inbox you own, and send the six messages in test-data.csv to it from another mailbox you own.
Repair template: Not applicable: write down what you saw and on which plan.
Builder: ____________ Plan and mode: ____________ Date: ____________
| ID | Check and pass condition | Result | Notes |
|---|---|---|---|
| S01 | Assign Assign three of the six tickets to Agent A and leave three unassigned. Per the docs, Agent A gets an email and finds them under My Tickets. | ☐ pass ☐ partly ☐ fail ☐ not tested ☐ n/a | |
| S02 | Two agents on one ticket Open the same ticket as Agent A and Agent B. Per the docs, the second sees a red alert that someone else is viewing it, and a draft in progress shows a pencil in the list. | ☐ pass ☐ partly ☐ fail ☐ not tested ☐ n/a | |
| S03 | Hand over with an internal note Agent A comments on a ticket and tags Agent B. Per the docs, B gets an email and the customer never sees comments; confirm nothing reached your sending mailbox. | ☐ pass ☐ partly ☐ fail ☐ not tested ☐ n/a | |
| S04 | Reply and history Agent B replies. Per the docs, the ticket moves to Answered on its own and the audit trail shows who assigned, commented and replied, with times. | ☐ pass ☐ partly ☐ fail ☐ not tested ☐ n/a | |
| S05 | Who sees reports Open Reports as admin, then as Agent A and as the collaborator. Per the docs, only admins can access reports. | ☐ pass ☐ partly ☐ fail ☐ not tested ☐ n/a | |
| S06 | Reports against assignment Compare the overview with Agent A's report for your test window. Per the docs, agent and team reports count only assigned tickets (three, not six), and collaborator activity does not appear. | ☐ pass ☐ partly ☐ fail ☐ not tested ☐ n/a | |
| S07 | Collaborator limits As the collaborator, try to comment, reply, assign and archive. Per the docs, commenting works and the other three do not; collaborators count as users on the price. | ☐ pass ☐ partly ☐ fail ☐ not tested ☐ n/a |
Written for helpdesks where agents share one inbox. Run it during the trial, before you pay or claim a discount. The deal pages show the offer for each tool, with who confirmed it and when.
What this checklist does not cover: This guide is based on SupportBee's documentation read on 6 October 2026; we have not run these checks ourselves. It does not cover email deliverability, the customer portal or integrations.