Key Features:

• Dashboard

  At-a-glance overview of ticket activity over time. The charts and tables on the dashboard allow you to quickly view the overall status of your operation. The dashboard also provides a starting point from which you can deep-dive into more detailed areas.

• Customer Web Portal

  No account registration is required for users to submit tickets. Service Desk allows end-users to view their ticket thread by logging in with their email address and ticket number.

• Tickets Creation

  Allows users to raise tickets in multiple ways – via email, over phone to an agent and web portal as a guest or as a registered user.

• Service Level Agreements (SLA)

  Easily define service level agreements and configure ticket due dates and warnings to match.

• Ticket Categories

  Ticket Categories are topics which a user selects when submitting a support ticket. The category they select will help your team to identify the area with which they need assistance.Ticket categories can used in custom forms to route tickets to a specific department.

• Custom Forms and Fields

  Custom forms allow you to gather the precise data your support department needs from end-users in order to solve an issue. For example, a custom form that requests specific information can be assigned to a particular ticket category on your support home page.

• Ticket Filters

  Create rules which ensure tickets matching certain criteria are assigned to specific departments/agents or have default actions applied to them. Ticket filter actions include reject ticket, auto-assign, canned response and more.

• Ticket Assignment and Transfer

  Tickets can easily be reassigned to different departments and agents as required. Internal logs are created to to keep track of ticket transfers.

• Internal Notes

  Keep track of reassignment and transfer of tickets to different departments and agents.

• Auto-Responder

  Configure automatic replies sent to user for new ticket creation. Personalize the auto-responders by inserting variables such as first name and more.

• Knowledgebase

  Post solutions to frequently asked questions (FAQs) and create articles to solve problems. Knowledgebase items can be internal or publicly viewable and can help with ticket resolution times and can reduce the number of tickets submitted. Resolved tickets also can be posted in Knowledgebase and linked with ticket categories.

• Projects

  Staff members can create Gannt charts to plan and track progress on company projects. Individual tasks and sub-tasks can be assigned completion percentages, time spent and billable time. Service desk tickets can also be bound to any task, meaning any updates in the ticket regarding completion, time-spent and billable time will be dynamically reflected in the parent task.

• Time Sheets

  Time sheets allows administrators to evaluate the performance of the staff and track their working hours. Staff Members can create and submit time sheets in the 'My Time Sheets' interface of the staff panel. Admins can review and approve time sheets in the admin interface by clicking 'Staff > Time Sheets'.

• Contracts

  Time sheets allows administrators to evaluate the performance of the staff and track their working hours. Staff Members can create and submit time sheets in the 'My Time Sheets' interface of the staff panel. Admins can review and approve time sheets in the admin interface by clicking 'Staff > Time Sheets'.