• Stable ‘trouble ticketing system’ with flawless helpdesk routines
• Your customers can create tickets via either web based interface or through email
• Department handling
• Unlimited staff members with ability to set specific permissions
• FAQ management
• SMS forwarding
• Personalization (Separate Calendar and Address book for staff)
• A comprehensive web based interface for customers
• Private messaging between staff members marked on tickets
• Ticket grouping based on priorities and status
• Predefined replies ability
• Template based
• Ticket locking to prevent duplicate replies
• IP and Email banning, ticket notes, ticket flagging, ability to specify custom fields, printable version, multi language support, popup predefined replies and a professional interface, ability to reply directly via email client, ability to track emails, email actions, flood protection. Also comes with MS Outlook Integration and SLA's & Escalations!