Key Features of Facil HelpDesk
E-mail management: Facil HelpDesk powerful email integration feature allows you to configure your corporate email ids as individual departments, and have all incoming emails converted to tickets.
Multi Lingual: Available in various international languages, Facil HelpDesk is a good option for small and medium enterprises.
Customer Panel/anonimous tracking: With Facil HelpDesk built in Customer Panel, provide your customers with a simple yet comprehensive ticket management system that they can easily access through any web browser. If anonimous tracking is used they can track a ticket using the ticket id and a key view.
Facil HelpDesk allows submiting of tickets by Web Based Submission, registered users or email. Included in Facil HelpDesk is a web based client area and submission form, where users can login(registered users) and track/submit any support requests easily.
Features or End users ( login at: index.php).
- Submission by three ways:email, contact form or signup
- Multiple Language Support (requires translation of files included in /languajes)
- Quick User Signup
- File Attachments from web based form
- Ability to assign a priority for the request
- View support request history
- Submission Tracking without logging in (via encoded url )
- Poll for rating every response of staff members
- Theorically unlimited number of users and tickets
- Flood Prevention for incoming tickets, this only allows a end user to submit a limited number of tickets (example every 30seconds, 10minutes, etc.) the administrator or staff member isn't limited
- Searchable Knowledge Base or base de articles (managed by staff members and administrators) ,end users are able to add comments, with website, email, these comments can be edited by staff members or administrators
- Self registering with optional user validation (the user will get an email with a link to activate his account before of login)
- Resend login details by email.
- Email, department and subject validation for every new ticket.
- Anonimous tracking using ticket ID and a key if user submitted a ticket using a contact form or email.
Features For Staff users (login at index_admin.php)
- Rating responses, users can rate how helpful a staff member was allowing satisfaction reporting in the administration and include comments.
- Assign requests to other departments.
- Internal responses for tickets if you need a second opinion before of closing a ticket.
- You can check if your response for a ticket already was read (tickets submitted using username and password)
- Staff Members can view/attach files when responding to user requests.
- Preview of questions of tickets with on mouse-over event(requires javascript), also in the main interface is included level of urgency, new and open requests
- Knowledge Base management, with an online html editor, FCKEditor, editable comments by staff members
- Basic user management, including the ability to create user accounts, not staff members neither administrators
- Create a ticket for users, staff members or administrators
- Search tickets: username, subjet, question, search tickets of a user(search username)
- List users and add notes about your users
- Daily reports of tickets of last 30 days.
Features For administrator
- The same features for staff members and User Management, including the ability to create user accounts without restrictions, delete users, suspend users. Supending an username will remove its ability to create tickets. Every new staff member or administrator will be created as "suspended". Click a button to activate his account
- Create categories for support (10, 20, etc.)
- Manage Staff, assign users to Staff (not end users) to departments
- Respond tickets as a staff member
- Save configuration, (staff members only can read settings)
- Edit the email response templates (by using external text editor)
- Customize template of base of articles editing /kbase/index.php, keepping reference to two includes: cuerpo.php and header.php, colors, font.
- View last login of staff members
- Basic Report: Tickets by staff members, Tickets by department, Tickets by priority vs status, Tickets created by month and date interval, rating of responses(staff rating) , response time, daily tickets, etc.
- Reports are visible for staff members if need
- This web help desk provides full source code in PHP, everything is done by 4 files: index.php, tickets.php, index_admin.php, tickets2.php and several includes.
- Daily reports of tickets of last 30 days for every staff member.
The function "Email piping" let' you to receive emails and store as tickets without your intervention, email piping is available from version 1.2
