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
Ticket Queues Multi-Dimensional Filtering.
Quick Preview Tickets for easy access
Merge Tickets
Subscribe to tickets to follow its activity
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
Relate Tickets Similar Tickets
Private Tickets
Permalinks for Updates
Reference Knowledge Base in Tickets
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
Clone tickets.
Print Tickets
Forward Tickets
Compact view for optimal ticket viewing experience
Call Notes for Voice Channel Tickets
Personal Preferences
(My Settings)
Personal information
Tickets per page
Landing page
Security Preferences
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
Customize Contact Group member's Ticket Visibility
Delete Contact
Create Contact
See a Contact's Recent tickets
Create Contact Group
Add Contact to Group
Clone Contact
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
Static and Timebased Reports
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
Plan based reporting time
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
Ticket Inflow Report
Satisfaction Surveys Report
General settings
Add Corporate Identity on Staff and End User Interface
Logo
Custom Statuses with Colors
Custom Priorities
Customer Color Theme
In-app Custom Domain & SSL module
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)
Agent availability toggle for Auto Assignment
Add Multiple Agents using Google Apps
Web based staff interface
Active Directory integration available for log in authentication
Observe Recent Ticketing Activity of Agents.
Two Factor Authentication for Agents.
Email Integration
Configure Generic Mailboxes
Ticket Threading Preferences
DMARC and SPF support
SSL Support
Support for MS Exchange/Google Apps Mail Servers
Email - Category Association
Notifications
End Users
Setup Auto Responders
Contact Invite
System Notifications
Forum Notifications
Notifications specific to Categories.
Staff Account Invite
Staff
New Ticket Notification
Private Note Notification
Custom Notification Templates and Customization.
Ticket Assignment Notification
Merge Fields in Notifications
Custom Fields
Customize ticket submission web forms with unlimited ticket or contact specific fields
Choose from Text, Number, Dropdown or multiple selection field types
Custom Field Activity Log
Choose from Text, Number, Date, 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
Custom Fields Requirements Preferences.
Helptexts for Custom Fields
Re-order field display on ticket sub mission form
Custom fields for tickets and contacts
Create mandatory custom fields
Default values for custom fields
Customizable end-user display names for 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
Load Balancing based Auto Assignment
Ticket Templates for fast ticket creation.
Automatic Ticket Scheduling
Automate actions supported:
Assign ticket
Change status, priority
Add tag(s)
Send email to recipients
Send SMS
Set Due date
Trigger Webhook
Add Subscribers
Change Categories
Clear Due Date
Set Assignee Dynamically
Level based escalation notifications
Customize notifications sent via email on unanswered and/or escalated tickets
Work Schedule Association for Smart Rules
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
Exclude Statuses under SLA watch
Filter Tickets by SLA breach
SLA Evaluation Conditions
SLA Breach Notifications
SLA Reports
Integrations
Freshbooks
Olark
Magento
Jira
Batchbook
SugarCRM Integration
Salesforce
Wordpress
LogMeIn
BigCommerce
Azure AD SSO
Baremetrics
Chargify
ChartMogul
Clearbit
Slack
Snapengage
Zoho CRM
Twilio
P3Chat
Highrise
Insightly Integration
Infusionsoft
Screenr
Pipedrive
Delighted
FullContact
Github
Magento 2
Mixpanel
Hubspot CRM
Zapier
Survey Monkey
Nice Reply
Google Apps
One Login
(Active Directory & SAML)
Shopify
Mailchimp
MS Dynamics
Okta SSO
OneLogin SSO
Ringcentral
SmartSignin SSO
Stripe
Aircall
Knowledge Base
Browse Articles
Create Sections
Create Articles
Knowledge Base content management system
Multi-Lingual Support
Knowledge Base Analytics
Create Internal Articles
Search Engine Optimization for articles
Search Knowledge Base
Associate sections to a parent section as well as to categories
Manage Knowledge Base sections and articles
In-Line Search Suggestions
Social Media Sharing
Platform Friendly
Associate articles to sections and set visibility profiles
File attachments to Knowledge Base articles
Knowledge Base Tag Management
Custom HTML support for articles.
Article “Drafts”
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
Intelligent Search and Sort for created tickets.
Support Center Settings
Custom Name
End User Login Options
Featured Articles and Sections on Home Page
Customize
Header and Footer
Welcome Banner
CSS/JS
Visibility Preferences
Announcement Banner
End User Home Page Description
Getting Help
HappyFox University
Live Chat Support
In-App Suggestions
Task Management
Set Due Date for Tasks
Task Templates for Quicker Task Creation
Pending Task Quick Preview
Asset Management
Export Asset Report
Import Assets
Add Assets to Tickets
Agent Scripting
Activity Logs for Past Responses
Detailed Instructions for Each Question
View Answer History
Capture Form Fields
Track Time Spent by Agents
Auto Validate Scripts
Live Preview of Scripts
