Key features include: |
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Comprehensive tickets management engine |
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100% web-based solution |
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Unlimited number of support tickets |
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All support tickets are stored in database |
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Complete change history of tickets is maintained |
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Emails sent to HelpDesk are converted into support tickets and visa versa automatically |
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Comprehensive tickets search engine |
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Ability to create a message to a customer without an initial request |
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Unlimited number of departments |
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Unlimited number of managers |
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Ability to assign managers to different departments |
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Ability to reassign tickets to other managers |
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E-mail notifications for both manager and customer |
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Ability to use special tags in email body and email subject |
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Ability to use predefined replies and signatures |
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Ability to specify supported products |
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Customizable ticket types and statuses |
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Ability to specify status icon and highlight ticket summary with HTML tags |
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Three levels of ticket priority: high, normal and low |
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Ability to add common tickets into the Knowledge Base |
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Ability to use attachments |
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Image validation to prevent robots submit |
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Overall statistics |