Features

 

Search

– has an inbuilt search option for easy navigation and access to the available  tools and options

Comments on articles

– allows users to leave personal comments on saved articles

Unlimited content

– comes with the capability to upload unlimited content such as many article and FAQs

Ticketing Management

– ticketing management system helps you to manage tickets and queries efficiently and effectively

SLA Management

– comes loaded with an integrated, time-assigned resolution and support system based on SLA

Priority Management

– comes loaded with integrated time-assigned priority ticket resolution and support system

Rich Text HTML editor

– comes with a Rich HTML text editor and allows ticket replies in rich HTML text

Auto Reply

– comes with an auto reply system for every ticket raised

Customer Portal

– comes with customer portal to track ticket status and access knowledge base

Daily Notification/Report

– sends daily reports to its administrators and agents about tickets

Multilingual Language upload

– also has multilingual support through which one can customize the entire project to any language

Email Template

All the emails going out from the system can be customised to
change design, as well as content

Custom Forms

Create custom forms to accept tickets from the client portal

Change ticket owner

Ticket ownership can be changed from one user to another

Ban List

– allows administrators to create a ban list of users who are prohibited from raising
tickets

Ticket Merging

Merge duplicate tickets belonging to the same owner

Ticket Workflow

Define your own custom workflow for ticket creation

Search Engine Friendly Links

– allows users to create search-engine-friendly URLs

Sort article according to category

– Easy-to-use tools help you to sort articles into categories

Responsive design

– has responsive design that can be used from any platform, be it computer, smartphone or tablet

Dashboard Reports

– lets you maintain a steady and detailed record of all the tickets that have been managed and resolved

Built-In Knowledge Base

– comes loaded with a Knowledge base for defining FAQs – an easy way for users to help themselves

Collaborators

– supports adding multiple collaborators to a ticket

Assign Tickets

– allows assignment of tickets to particular agents as well as departments

Internal Notes

– lets you maintain internal notes for each ticket for easy collaboration between the team

Canned Responses

– comes with the ability to define template message for most common queries in order to save time

Plugin Module

 – has an inbuilt plugin module through which one can upload plugins

Ticket Rating

– Clients can rate every ticket reply and also rate overall ticket
satisfaction

Help Topics

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

Agent Collision Avoidance

– A ticket-locking mechanism that allows staff to lock tickets while
responding and avoid conflicting or dual responses

Email Integration

– can read emails and generate tickets out of every email
Email replies to a ticket are automatically attached to the ticket

API

– Expand and integrate  with other platforms using API

In app notification

Get Social media style notifications within the web app

Ticket Overdue

– A separate tab and icon to track tickets which have passed their SLA time limit