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

Transcription

1 Custom Fields Customize the data collected from users when submitting a ticket to help get straight to the issue. You can create custom lists of data to add to each ticket or specific help topics for clients to choose from when creating a ticket. Custom Fields/Forms/Lists can be added to each web ticket created or only show up when a specific help topic is chosen. They can be configured as best suits your business needs.

2 Rich Text HTML Rich text or HTML , is supported and allows for rich text markup in staff replies and internal notes posted to the ticket thread. Auto-Response templates also contain the rich text which allows you to further brand your help desk to your customers by adding your logo. Pictures as well as video can be added to a ticket when responding. (Can you say, SCREEN SHOTS!)

3 Ticket Filters Define rules to route incoming tickets to the right departments or staff members, and action triggers. By using the filter system, Ticket System empowers you to automate the creation and routing of tickets. Set actions such as ticket rejection, automatic department assignment or even send a canned response!

4 Help Topics Configurable help topics for web tickets. Route inquiries without exposing internal departments or priorities. Tickets can be streamlined for faster response times by being routed to pre-determined departments. Combined with custom forms, you can design a form for a specific help topics to gather additional information for specific requests.

5 Agent Collision Avoidance Ticket locking mechanism to allow staff to lock tickets during response and avoid conflicting or dual responses. Avoid multiple agents responding to the same ticket at the same time! You set the amount of time the lock remains on a ticket. When a ticket is locked, other staff can not respond to the ticket until the lock expires.

6 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. Tickets can be auto-assigned by help topics or departments when they arrive, but what if they need to be reassigned? No problem! You can reassign tickets to staff or a team of staff or transfer to a different department all together. Transfers and assignment notes are logged as internal notes in the ticket thread so you can keep track of where the ticket has been routed to for processing.

7 Auto-Responder Configurable automatic reply sent out when a new ticket is opened or a message is received. Auto responses can be formatted to pull information from the ticket to personalize the . Ticket System supports placeholder variables such as %{ticket.name.first} which will become the user's first name when the automated response is sent. Auto responses can be edited and customized for each department and associated with help topics.

8 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.

9 Service Level Agreements SLA Plans allow you to track tickets and due dates without the hassle. Get overdue alerts and notices on missed due dates, and priority escalation. Create an unlimited number of SLA Plans and assign them to help topics, departments or ticket filters.

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

11 Dashboard Reports Get system overview and basic historical statistics on tickets count and status per department, staff and help topics. Dashboard reports give you an at a glance view at the performance and functionality of your help desk. You can also download and export more ticket detail by performing an advanced search from the ticket queue.