Keep All Of Your Support Functions Centralized With Help Desk
All of your support issues such as tickets, knowledge base and trouble shooting is centralized in one place.
Ability To Customize The Appearance As Well As Workspace
You can use template files as well as style sheets to fully customize the appearance of the Help Desk as well as the workplace. You can also edit emails before they are sent out.
Ability To Track History As Well As General Statistics
You can find statistics on users, peak use times and statistics on users using the Help Desk Solution.
Frequently Asked Questions Knowledge Base
This can allow customers to find the answer that they are looking for through your knowledge base without having to put in for a support ticket and require your staff support.
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| Features - Main Help Desk |
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Simple and fast installation of the system
Ability for customers to submit support tickets right online
User friendly interface
Ability to customize interface
Free from branding
Ability to import support tickets from email or through online
Full and efficient knowledge base
Calendar for staff as a reminder tool
Ratings for support provided by staff with statistics reports
Link for administrator to keep track of update availabilities
Ability to generate tickets through the website or by email
Ability to create direct replies to emails through Help Desk in a threaded format
Ability to give customers a chance to create user accounts
Different language options to help customers from other countries
Editable user profiles, contact information and preferences
Easy location for old tickets using search function
Ability for customers to submit support tickets through email or online
Search function abilities to easily locate specific tickets
Management of status and priority of ticket status
Ability to upload tickets by staff and customers through attachments
Ability to find full history of all tickets
Ability of staff to respond with pre-defined answers
Ability to flag priority tickets
Ability to reply to questions in bulk
Automatic close tickets |
| Features - Users |
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Easy guest as well as user access
Allows for creation of user accounts
Option to access the Help Desk by those who have user accounts
Administrators have easy management of all users
Ability to grant specific privileges to staff
Ability to view and edit details
Ability to find user statistics as well as generate staff ratings
User friendly easy access to history as well as ticket status for guests and users |
| Features - Department |
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Ability to create as many departments as needed
Ability to generate pre-defined answers based on phrases and keywords
Assign staff accounts to certain departments
Give staff accounts administrative rights
Create custom fields for creating tickets online
Ability to prioritize tickets
Allow departments to deal with specific ticket types |
| Features – Knowledge Base |
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Ability to quickly create a FAQ system or knowledge base
Easily add categories or sub categories
Allow customers to use knowledge base search to find answers quickly
Allow staff accounts to maintain knowledge base
Allow for custom colors, fonts and more that can be changed
Online fields customized for ticket creation
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| Features – Email |
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Ability to customize emails that are sent to customers
Ability to forward emails to tickets directly
Allow for outgoing emails to be assigned to specific departments
Ability to customize all emails sent out by Help Desk
Creation of mail log to monitor emails to avoid backup in inbox |
| Features - Customizing |
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Ability to customize interface using header and footer
Style sheets to customize colors and font styles
Templates to customize Help Desk
Option to return to default appearance |
| Features - User and Support Statistics |
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Ability to generate statistics for Help Desk tickets for users and customers
Ability to view statistics according to month, day and hour
Ability to generate graphs to compare department usage
Ability to view statistics on ticket submission and time of response on the average
View user ticket submissions as well as post frequency of submissions
Ability to ascertain staff performance |
| Features - Automated Knowledge Base and Troubleshooting |
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Full knowledge base to offer solutions prior to ticket submissions
Ability to input FAQ into the knowledge base
Allow for troubleshooting walk throughs for customers to solve problems
Ability for shared library of files for common access |
The installation was very easy and the configuration was simple to figure out and use without having to resort to the help from an IT professional." 