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Idea Center » Help Desk » Features

Help Desk Features Include:

• New tickets through web form
  Customer can submit a new trouble ticket through your website by filling out a form
• New tickets through email
  Allows customer to submit tickets through email
• Ticket Status
  Customer can track responses to the trouble tickets they have submitted
• My Tickets
  Your customers can see past tickets they have submitted and the responses to them
• Update Tickets
  After submitting a ticket, with or without a response from the support staff, your customers can add information by posting updates
• Upload Files
  Optionally you can allow your customers to upload files associated with their trouble ticket

Most of the options for staff members are customizable so dont worry if you dont want them to be able to do something listed below... you can always turn off that feature

• Open Tickets
  At a glance, your support staff can see the ticket status, subject, date submitted, what department it is assigned, priority, and customer who submitted it
• Ticket Action
  Staff can change priority, mark overdue, close ticket, ban email, delete ticket, assign to a different department or to a different staffer
• Ticket Thread
  See exactly what has been discussed in response to the thread as well as any other responses by staff members
• Post Internal Note
  Notations can be made to tickets which cannot be accessed by the customer. This is useful when management is tracking responses or has to take over a service issue.
• Knowledge Base
  Staffers can view previous responses to trouble tickets other customers have submitted
• Canned Responses
  Many times you will have problems that occur over and over again for different customers. When this happens the support staff can simply select a canned response to the issue without having to retype it over and over again
• Staff Directory
  With multiple departments and staff members in each one, it is difficult for one person to know exactly who a ticket might need to be transfered to. The searchable Directory allows your support staff to know who is who
• Search Engine
  Your employees can search tickets both open and closed as well as the knowledge base and canned responses and the staff directory quickly
• Profile and Preferences
  Each staff member can customise their profile (ie phone numbers, passwords, signatures) and thier preferences (ie timezone, number of tickets per page)

• Settings
  You will be able to change just about everything instantly from the defaults (departments, ticket status, etc...) to how tickets are assigned and when they are considered overdue
• Email Templates
  Customize the canned email responses to various situations from the autoresponse to customers when they submit a new ticket to what the staff sees when tickets become overdue
• Help Topics
  Unlimited number of help topics can be created and deleted at will. Billing and support are default, but you can add more. When you adding topics you can assign the default priority and the default department they are sent to when a client selects them
• Departments
  Create unlimited number of departments and set the email account messages come from for that department as well as what autoresponses are issued and when
• Staff Administration
  Easily add new staff members as well as remove or lock out exemployees. You can even set a staff member to "vaction" mode so they cannot recieve any new tickets while they are not at work
• Group Administration
  Each staffer is a member of a group (ie managers, administrators, etc...) which has specific access to various things. For instance you can set one staffer as a manager who can delete tickets, transfer tickets, and ban emails but they cannot access other departments. This system is completely customizable to suit your companys specific needs

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