help desk support, web help desk

tags: help desk support tour

(formerly h2desk)

HOME

TOUR

DEMO

PRICES

CLIENTS

ORDER

SUPPORT

General Features

	Create tickets through the web interface or email
	Reply to tickets directly via email — the help desk maintains a threaded view
	Customers can create user accounts to access ticket history as well as edit a personal profile and signature
	Implement language packs to cater to more customers from more places

Support Tickets

	Import emails from both POP3 and IMAP accounts
	Create departments to classify tickets for specific staff groups
	Flag tickets to staff members to indicate assignments
	RSS feeds allow syndication of incoming support requests
	Ticket searching provides a powerful way to locate past inquries

Knowledge Base and Troubleshooter

	Solutions from the knowledge base are automatically provided before tickets are submitted
	Populate the knowledge base with frequently asked questions
	Create troubleshooters that walk customers through their problems step-by-step to a solution
	Upload common files to the file library

Staff Dashboard

	Staff members can communicate via private messages and staff notes
	Integrated calendar provides notification for both global and private events
	Define and save custom ticket searches, canned responses, and automated responses

Permissions and Access Control

	Limit access for both staff members and customers to specific departments
	Allow or prevent guest access to the help desk by requiring user accounts
	Optional CAPTCHA module requires human validation before ticket submission to prevent spam

Tailored Reports and Customer Feedback

	Generate statistics detailing ticket submission rates and average response times
	View customer ticket history and post frequency
	Review customer feedback and ratings of assistance to gauge staff performance

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