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Features Facil HelpDesk

For new features check readme.txt

Account Management

• Export Clients (CSV)
• Import Clients to database
• Self-Registration Option
• Email verification when activating accounts.
• Define Technician Groups (Departments)
• Client / Customer Permission for "Submit on someone's behalf" 

Incident Management

• Multiple departments, one supervisor who receives notifications by email when a ticket is assigned to other department or staff member.
• Tickets submissions by three ways:
  • Web (registered users)
  • Anonimous form (no registering required)
  • email piping(required POP3 accounts), including several attachments 16MB(max size), requires a cron job that executes a script.
  • Bidirectional integration and notifications.
• You are able to know if your response was readed.
• Answer and close a ticket with 2 click (submit and check “close” )

 

Communication & Correspondence

• Internal responses of tickets
• Notifications of new tickets or responses by email.
• Internal responses or drafts for tickets.

Help Desk Management

• Ticket Searches
• Multi-Level Escalation
• Three levels of access: users, staff members and administrators.
• Tickets tracking using ticket ID and a special key at the helpdesk, if you submit your ticket using form or email.
• Change department of a ticket; assign ticket to a specific person with email notification to the specific person.
• Statistics related to tickets (optional GD), polls of responses.

Creation of articles.

• Preview of tickets. Tickets with full html and images!.
• SMS notifications for tickets submitted using web interface (logged users or using contact form).

29.05.2011. 03:43