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Feature    List General Help Desk Features Quick and simple install (streamline your support in minutes) Customers can easily create support tickets through web site Simple to use administration web interface Fully customizeable customer web interface Tickets can be created via the web or imported from email accounts Powerful knowledge base included Calendar and reminder system for staff members Ratings and statistics to review support Easily track upgrade availability thru an administrator link Ticketing Features Customers easily create tickets via the web or email Staff members can conduct powerful searches for specific tickets Optionally allow users to use an HTML input field (ie colors, fonts) Staff members can manage ticket status, priority, and more Customers and staff can upload attachments to tickets Customers can rate tickets for surveying purposes Ticket trash allows you to recover deleted tickets before permanently removed Customers and staff can view printable versions of tickets Ticket audit log shows all events related to tickets Staff can post staff notes to tickets, only visible to other staff Staff members can create their own pre-defined replies for common responses Ticket flagging allows staff members to place high priority on specific tickets Tickets can be replied to, have their status changed, and more, in bulk Ticket pruning can close and trash inactive tickets User Features Choose between guest and user access, or both Optionally allow guests to create tickets needing only their email address Optionally allow guests to create user accounts Optionally allow only those with user accounts access to the help desk Administrators can easily manage all users Grant specific staff members specific permissions View and edit detailed user information View individual user statistics and staff ratings Staff members can send one another private messages Users and guests can easily lookup tickets and view their ticket history Department Features Create an unlimited number of departments Mark departments as internal making them invisible to your customers Create auto-replies to respond to common keywords and phrases Assign staff members to specific departments Grant staff members permission to manage departments Create a variety of custom fields to appear on the ticket creation form Create different ticket priorities (ie 'Urgent', 'Request', etc.) Knowledge Base Features Create a powerful knowledge base or FAQ system in minutes Easily create categories and subcategories Searchable knowledge base gives your customers quick access to needed information Grant staff members permission to manage the knowledge base HTML input field allows you to easily change fonts, colors, insert tables, and more Create a variety of custom fields to appear on the ticket creation form Email Features Completely customize every email sent out by the help desk Provide both HTML and text only versions of emails Allow customers to create and respond to tickets via email Import emails from your POP3 accounts into tickets Directly import emails into tickets with forwarding Edit the outgoing email address for each department Completely customize every email sent out by the help desk Mail log keeps track of all emails and prevents flooding Customization Features Easily customize the customer interface by changing header and footer HTML Change font styles and colors by modifying the online style sheet Completely overhaul the look of the help desk via template files Revert to the original layout Statistics View ticket statistics for each user on the help desk, including customers Generate hourly, daily, and monthly statistics Graphically compare department averages and peak usage times Extra User Features & Preferences Staff members can create reminders on their own calendar Staff members with permission can create global reminders for all staff members Users can edit their user profile, contact information, and preferences

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