Tipical features founded in web helpdesk software

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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
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