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 ticket tags
Agent Control And Collaboration
Easy ways for your agents to be productive
Agents can create tickets on behalf of users (eg: incoming phone call or email.)
Multiple agents can work a single ticket or hand-off tickets as needed
Agents can view only their tickets or view all tickets (Admin controlled)
Internal PRIVATE notes between agents directly on tickets
Agents can receive ticket replies by email and send replies from their email inbox.
Transfer ticket to another agent or department
Use e-mail to conveniently handle your ticket chores
Automatically create new accounts via email
Configurable Email notifications for all ticket events
Your users can open tickets by email
Allow or deny accounts from re-opening closed tickets by email
Users and agents can reply to tickets by email
3 options to control how unrecognized email accounts are handled
Agent Assignment And Routing
The right ticket to the right agent!
Automatic assignment to agents (routing)
Automatically assign agents based on products
5 intelligent agent routing and assignment algorithms
Automatically assign agents based on working status
Automatically assign agents based on departments
Automatically assign agents based on existing load (number of “open” tickets)
Branding and “Look & Feel”
Make it uniquely yours!
Your custom colors and logo
Your branded subdomain
Files and Attachments
Where would you be without your files?
Attach multiple files to tickets
Control which file extensions are allowed for uploads
Automatic Ticket Close
Keeps your ticket database lean and mean
Automatically close old tickets (based on user defined statuses)
Multiple workflows for handling old tickets
Multiple warning emails before tickets are closed
Capture and efficiently use agent’s knowlege and experience
“Canned” responses allow one-click response to common questions
Frequently asked questions knowledge base.
One click to send a response and automatically create an FAQ entry.
How to keep on top of it all!
Team notifications via SLACK
Automatically signup new support users your MAILCHIMP e-mail list
3rd party email notifications
Status change notifications
Custom workflows based on notifications
For when you need an extra measure of security
Private credentials vault allow users to submit passwords and other sensitive information with additional encryption
Automatically remove private / sensitive data when a ticket is marked as closed to reduce attack surface for hackers
A single glance at your dashboard shows which tickets are holding sensitive information
Automatically send out a survey to guage customer satisfaction with their help-desk experience.
Control every aspect of the survey – from the scale used to the terminology and the full contents of the email that the customer receives.
Admins can configure the interval between the time the ticket is closed and the time the survey is sent.
To make collaboration easier
Sell products on the Envato Marketplace? Restrict your support tickets to only your paid customers!
For the most personal of notifications!
If you host a WooCommerce store with your helpdesk you can restrict your support tickets to only customers!
All the major WordPress plugins you need to really make your helpdesk yours!
Create your own front-end ticket form with all the power of Gravity Forms
DIVI 3.0 Theme
The most powerful, sleek theme on the planet – create the look that perfectly mirrors your brand!
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!
All the other stuff that keeps your help-desk humming
Guest ticket option (administrators choice to allow or not allow)
Unlimited user-defined statuses for tagging tickets
Custom fields on tickes and ticket admin screens
Tag source of tickets for reporting
Create custom statuses
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