Create tickets
Web Interface
Other Integrated web applications
Live Chat Services
Phone
API
Embedded Request Submission Form
Staff Dashboard
Tickets Overview
Pending Tickets Count
Assigned Tickets Count
Critical Tickets Count
Last 7 days ticket inflow
Tickets count by status
Tickets count by priority
Recent Private Notes
5 most recently added tickets
Recent Replies
About to breach SLA
Ticket Management
Unique Ticket ID
Respond & update tickets
Mass Reply
Move tickets between categories
Add tags
Quick Reply
Assign tickets to staff members
Un-assign/Re-assign tickets
Split Tickets
Custom Tickets Statuses
Add private notes for internal collaboration
Visual indicator for unanswered tickets
Bulk-update tickets
Filter tickets
Activity log
Threaded view of all responses
Email communication appended to ticket
Clean and clutter free user interface
Delete tickets (admin specific privilege)
Add CC, BCC recipients to ticket responses
Add attachments to ticket responses (all file types of any size supported)
Create new tickets on behalf of end users
Search with advanced options to find specific tickets
Saved Searches
Time Tracking in Tickets
Personal Preferences
(My Settings)
Personal information
Tickets per page
Landing page
List view preference
Signature
Localization setting
Email and Password reset
My queue settings
Notification preferences
Contacts
View Ticket Count by Contact
Contact List and Email Addresses
Delete Contact
Create Contact
Create Contact Group
Add Contact to Group
Reports
Unlimited custom reports
Scheduled reports
Reports on data source, time frames, SLAs
Report parameters by ticket details
Status
Priority
Subject
Assignee
Category
Tags
Report parameters by metrics
Time since ticket created
Number updates
Report parameters by activity
Staff message is unresponded
Customer message is unresponded
Updated by
Last Updated by
Report parameters by customer
Customer name
Customer email
Contact group
Report parameters by user defined custom fields
Share reports
SLA performance report
Ticket tabular view
Response statistics view
Staff performance view
Staff activity view
Customer activity view
Export reports to CSV/Excel
Ticket Life Cycle Report: Based on Assignee and Category
General settings
Add Corporate Identity on Staff and End User Interface
Logo
Custom Statuses with Colors
Custom Priorities
Customer Color Theme
Application Personalization Settings
Custom Name
Custom Footer
Custom Favicon
New Ticket Form Customization
Outgoing Email Settings
Single Sign-on for login (SAML/Google SSO)
Category management
Create Private categories (visible to staff members only)
Create Public categories
Define prefixes for tickets within individual categories
Set up categories for:
Web based communication between end users and help desk
Email communication between end users and help desk
Custom Ticket ID Prefix By Category
Auto Assignment
Staff Management
Create and manage roles
Define role-based access privileges
Add single / multiple staff within a role
Active Staff/Inactive Staff
Associate staff to one or more categories on the help desk
Disable staff account (retaining ticket data and activity log)
Web based staff interface
Active Directory integration available for log in authentication
Email Integration
Configure Generic Mailboxes
Support for MS Exchange/Google Apps Mail Servers
Notifications
End Users
Setup Auto Responders
Staff Account Invite
Staff
New Ticket Notification
Private Note Notification
Ticket Assignment Notification
Custom Fields
Customize ticket submission web forms with unlimited ticket or contact specific fields
Choose from Text, Number, Dropdown or multiple selection field types
Define parent-child custom fields on ticket submission forms
Unlimited dependency levels
Associate fields to single or multiple categories
Re-order field display on ticket sub mission form
Custom fields for tickets and contacts
Create mandatory custom fields
Automation
Smart Rules to perform automated actions in the presence of predefined conditions
Canned Actions to automate repetitive tasks
Auto Assignment based on Active Staff
Automate actions supported:
Assign ticket
Change status, priority
Add tag(s)
Send email to recipients
Send SMS
Set Due date
Trigger Webhook
Level based escalation notifications
Customize notifications sent via email on unanswered and/or escalated tickets
SLA Management
5 SLA objectives
Time to First Response
Time to Assign
Time to Contact Response
Time to Custom Status
Time to Staff Response
By work schedule
Expected SLA Performance
Associate categories to SLA
Integrations
Freshbooks
Olark
Magento
Jira
Batchbook
SugarCRM Integration
Salesforce
Wordpress
LogMeIn
BigCommerce
Snapengage
Zoho CRM
Twilio
P3Chat
Highrise
Insightly Integration
Infusionsoft
Screenr
Pipedrive
Zapier
Survey Monkey
Nice Reply
Google Apps
One Login
(Active Directory & SAML)
Shopify
Mailchimp
MS Dynamics
Knowledge Base
Browse Articles
Create Sections
Create Articles
Knowledge Base content management system
Search Knowledge Base
Associate sections to a parent section as well as to categories
Manage Knowledge Base sections and articles
Associate articles to sections and set visibility profiles
File attachments to Knowledge Base articles
End User Interface
Web interface to create and submit new tickets, view past tickets
View ticket history and agent responses
Customizable profile for each end user
International time zone support
Knowledge Base
Search and browse Knowledge Base
Create tickets from Knowledge Base Page
Support Center
Access Knowledge Base, Forums and Tickets from one portal page
Forums
View topics and posts
My posts and All posts view options
Post comments
Multibrand/Satellite Helpdesk
Support Center Settings
Custom Name
End User Login Options
Visibility Preferences
Announcement Banner
End User Home Page Description
