Centralize all your support functions
Tickets, troubleshooters, knowledge base… – all of your support functions – will be centralized in a single place.
Customize appearance and workspace
Both the appearance and workspace of the helpdesk can be easily customized using template files and style sheets. Helpdesk also allows you to edit any emails it sends out.
Track your history and generate statistics
Comprehensive statistics can be produced for users, departments, peak usage times, and much more.
Knowledge base/Frequently Asked Questions
The powerful knowledge base system built into the software will allow your customers to locate solutions to common problems without your personal intervention.
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| Features - Main Help Desk |
Fast and easy installation
Customers can easily submit support tickets online
User-friendly online administration interface
Customizable interface
Branding free
Support tickets can be imported from email accounts or generated online
Efficient knowledge base provided
Calendar and reminder notification tool for staff
Ratings and statistics concerning support provided
Administrator link allows easy tracking of upgrade availability
Generation of tickets through website or email
Direct replies to tickets using email – help desk will display the emails in threaded format
Customers able to create user accounts – gives access to ticket tracking and personal profile and signature
Language packs give greater versatility for customers from other countries
User profile, preferences, and contact information are all editable
Search function enables easy location of older tickets |
Customers can easily submit support tickets online or through email
Powerful search function for locating specific tickets
Easy management of ticket status, priority, and much more
Attachments can be uploaded to tickets by both staff and customers
History of all ticket activity
Individual staff can generate pre-defined replies/answers
Function for priority flagging of important tickets
Replies to tickets, status changes, and more can be done in bulk
Auto-close tickets |
| Features - Users |
Allow creation of both guest and user access
Enable optional creation of user accounts by guests
Enable optional access to the help desk for those with user accounts
Easy management of all users for administrators
Grant individual staff specific privileges
View and edit user details
Generate general or individual user statistics and staff ratings
Easy access to ticket status and history for users and guests |
| Features - Department |
Create infinite number of departments
Generate automatic pre-defined responses to commonly used phrases and keywords
Assign staff accounts to particular departments
Give staff accounts administrative rights over departments
Customize fields that appear on the online form for creating tickets
Prioritize tickets under headings such as ‘Urgent’, ‘Request’, and more
Department creation allows assigning of specific staff to particular ticket types |
| Features – Knowledge Base |
Quickly create an efficient knowledge base or FAQ system
Add categories and subcategories with ease
Fully searchable knowledge base allows customers to find information quickly and without hassle
Staff accounts may be given administrative permission to maintain knowledge base
enabled input fields allow colors, fonts, and much more to be easily changed
Customize fields that appear on the online form for ticket creation |
| Features – Email |
Customize each and every email help desk sends out
Forwarding of emails directly into tickets
Assign separate outgoing email addresses for individual departments
Customize all emails help desk sends out
Mail log that monitors all emails and prevents overcrowding of inbox |
| Features - Customizing |
Easy customization of customer interface by editing the.php header and footer
Online style sheet allows font styles and colors to be customized
Template files allow complete customization of help desk
Option to return to default layout |
| Features - User and Support Statistics |
Generate help desk ticket statistics for all users and customers
View statistics according to time period – hourly, daily, and monthly
Generate graphs for comparison of department averages and times of greatest usage
View statistics of rates of ticket submission and averaged times of response
View individual customer ticket submissions and post frequency
Gauge staff performance |
| Features - Automated Knowledge Base and Troubleshooting |
Knowledge base automatically produces solutions before tickets are generated
Input frequently asked questions into knowledge base
Create troubleshooting walkthroughs for customers to guide through solutions to their problems
Upload files to a shared file library for common access |
The installation was smooth and painless, the system itself is intuitive and above all, very easy to configure and use without the need of any IT professional. 