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- Reception of tickets from a web interface with attachments.
- Conversion of emails to tickets, Emails sent to This e-mail address is being protected from spambots. You need JavaScript enabled to view it are automatically imported into the helpdesk as help desk calls.
- Customers and technicians can use their choice of the web interface or email to communicate.
- Statistics: who is creating more tickets, how fast tickets are answered, closed, how many tickets there are in departments, etc.
- Messages for internal use between administrator and staff members.
- Instant messages
- Customization of templates, logo and colors.
- Polls about user satisfaction
- Articles
- Canned replies to save time answering tickets
- Email notifications
- Email verification for new users.
- Several user levels (2,3..)
- Option for changing department (if one ticket was sent to the wrong department), change urgency level; assign ticket, only one person will be able to attend it.
- Preview of tickets.
- Spam filter
- Database (SQL server, Mysql, PostgreSQL, etc.) web server with support for one web programming software: Perl, PHP, Java