Support Ticket Management System
Help Desk – Support Tracking System
Easy to use, features rich support ticket system
Feature Overview
▶ User create tickets via your webpage.
▶ Incoming tickets are saved and assigned.
▶ Staff helps your users to resolve their issues.
▶ Customer Feedback.
The system allows the customers to rate the service & support rendered. By having this feature, you will know how customers feel about your support and improve support quality if needed
▶ Web and Email Support
Tickets can be created via email, online forms or phone (created by staff). Flexible configuration and mapping.
▶ Auto Response
Automatic reply that is sent out when a new ticket is opened or a message is received. Customizable mail templates.
▶ Canned Replies
Predefined responses for frequently asked questions.
▶ Internal Notes
Add internal notes to tickets for staff
▶ Alerts and Notices
Staff and clients are kept up to date with email alerts. Configurable and flexible settings.
▶ Role-based Access
Control staff's access level based on groups and departments.
▶ Assign & Transfer Tickets
Assign tickets to a staff and/or department.
▶ Support History
All support requests and responses are archived.
Features
Nested Categories
- Unlimited ticket categories in unlimited depth level.
- Assign managers for each category
- Managers will receive notification about the ticket, when it is submitted.
Manage Tickets
Different Ticket Filter Options
Powerful Custom Fields Feature
Multiple Attachments per Ticket
Assign Ticket to Staff
Pre-defined Replies
Ticket History
Powerful Search Feature
CSV Export
Emails Notification System
Feedback
Ticket Status
Flexible Configuration Options
