Support and Help Desk System

A help desk is a resource intended to provide the customer or end user.
with information and support related to a companies or institution's products and services. .

Custom Fields

Customize the data collected from users when submitting a ticket to help get straight to the issue.

Rich Text HTML

Rich text or HTML email is supported and allows for rich text markup in staff replies and internal notes posted to the ticket thread.

Ticket Filters

Define rules to route incoming tickets to the right departments or staff members, and action triggers.

Help Topics

Configurable help topics for web tickets. Route inquiries without exposing internal departments or priorities.

Agent Collision Avoidance

Ticket locking mechanism to allow staff to lock tickets during response and avoid conflicting or dual responses.

Assign and Transfer

Transfer tickets between departments to make sure it's being handled by the correct staff. Assign tickets to a staff or to a team.

Auto-Responder

Configurable automatic reply sent out when a new ticket is opened or a message is received.

Internal Notes

Add internal notes to tickets for staff. Activity logs let you see events or actions that have been taken, when they took place, and by whom.

Service Level Agreements

SLA Plans allow you to track tickets and due dates without the hassle.

Customer Portal

All support requests and responses are archived online. User can login using email and ticket ID. No user account or registration required to submit a ticket.

Dashboard Reports

Get system overview and basic historical statistics on tickets count and status per department, staff and help topics.

Customer Relationship Management

A help desk is a resource intended to provide the customer or end user with information and support related to a companies or institution's products and services. The purpose of a help desk is usually to troubleshoot problems or provide guidance about products such as computers, electronic equipment, food, apparel, or software. Corporations usually provide help desk support to their customers through various channels such as toll-free numbers, websites, instant messaging, or email. There are also in-house help desks designed to provide assistance to employees.