Create tickets

Email

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

Facebook

Infusionsoft

Screenr

Pipedrive

Zapier

Survey Monkey

Nice Reply

Google Apps

One Login
(Active Directory & SAML)

Twitter

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