An Exhaustive List Of Features

(Well, almost exhaustive – we’re always adding new features. You get it all for one low price per month)

Unlimited Everything

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Unlimited Tickets

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Unlimited products

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Unlimited Agents*

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Unlimited departments

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Unlimited Users

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Unlimited ticket tags

Agent Control And Collaboration

Easy ways for your agents to be productive

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Agents can create tickets on behalf of users (eg: incoming phone call or email.)

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Multiple agents can work a single ticket or hand-off tickets as needed

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Agents can view only their tickets or view all tickets (Admin controlled)

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Internal PRIVATE notes between agents directly on tickets

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Agents can receive ticket replies by email and send replies from their email inbox.

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Transfer ticket to another agent or department

Email Handling

Use e-mail to conveniently handle your ticket chores

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Automatically create new accounts via email

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Configurable Email notifications  for all ticket events

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Your users can open tickets by email

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Allow or deny accounts from re-opening closed tickets by email

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Users and agents can reply to tickets by email

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3 options to control how unrecognized email accounts are handled

Agent Assignment And Routing

The right ticket to the right agent!

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Automatic assignment to agents (routing)

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Automatically assign agents based on products

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5 intelligent agent routing and assignment algorithms

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Automatically assign agents based  on working status

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Automatically assign agents based on departments

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Automatically assign agents based on existing load (number of “open” tickets)

Branding and “Look & Feel”

Make it uniquely yours!

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Responsive Design

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Your custom colors and logo

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Your branded subdomain

Files and Attachments

Where would you be without your files?

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Attach multiple files to tickets

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Optionally store files in any service that FILESTACK supports.

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Control which file extensions are allowed for uploads

Automatic Ticket Close

Keeps your ticket database lean and mean

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Automatically close old tickets (based on user defined statuses)

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Multiple workflows for handling old tickets

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Multiple warning emails before tickets are closed

Knowlegebase Functions

Capture and efficiently use agent’s knowlege and experience

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“Canned” responses allow one-click response to common questions

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Frequently asked questions knowledge base.

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One click to send a response and automatically create an FAQ entry.

Notifications

How to keep on top of it all!

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Team notifications via SLACK

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Agent and user notifications via SMS/PUSHBullet

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Automatically signup new support users your MAILCHIMP e-mail list

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3rd party email notifications

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Status change notifications

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Custom workflows based on notifications

Private Credentials

For when you need an extra measure of security

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Private credentials vault allow users to submit passwords and other sensitive information with additional encryption

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Automatically remove private / sensitive data when a ticket is marked as closed to reduce attack surface for hackers

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A single glance at your dashboard shows which tickets are holding sensitive information

Satisfaction Surveys

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Automatically send out a survey to guage customer satisfaction with their help-desk experience.

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Control every aspect of the survey – from the scale used to the terminology and the full contents of the email that the customer receives.

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Admins can configure the interval between the time the ticket is closed and the time the survey is sent.

Integrations

To make collaboration easier

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ENVATO

Sell products on the Envato Marketplace?  Restrict your support tickets to only your paid customers!

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PushBullet

For the most personal of notifications!

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WooCommerce (Option)

If you host a WooCommerce store with your helpdesk you can restrict your support tickets to only customers!

WordPress Goodness

All the major WordPress plugins you need to really make your helpdesk yours!

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Gravity Forms

Create your own front-end ticket form with all the power of Gravity Forms

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DIVI 3.0 Theme

The most powerful, sleek theme on the planet – create the look that perfectly mirrors your brand!

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WooCommerce (Option)

For a small additional fee we will include WooCommerce and most of its premium add-ons so you can create your store powered by the most powerful e-commerce engine on the web!

Misc Features

All the other stuff that keeps your help-desk humming

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Guest ticket option (administrators choice to allow or not allow)

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Unlimited user-defined statuses for tagging tickets

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Custom fields on tickes and ticket admin screens

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Tag source of tickets for reporting

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Create custom statuses

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Use standard or custom ticket priorities

* You’re allowed unlimited agents in your account but you must still pay for each agent that can be assigned to handle tickets