Features list

All e-mail messages will be converted into tickets and comments

Place the widget straight on your SharePoint or internal site for external users to submit a ticket and track it.

Communicate with your team through a private channel and leave public notes for customers.

Create different ticket views to display what is important the most. You can decide public or private view to create.

Assign a ticket to a group for them to work on a ticket together. For example, you could assign a ticket to your sales team instead of assigning it to the specific agent.

See who, when, and how changed a ticket.

Tag tickets with keywords or classify them with categories.

Full-text search and quick navigation by ticket ID.

Export all your tickets to Excel and use all the capabilities of Exсel to analyze them, and create pivots and charts.

Create a base with answers to the most common questions. Sharing is caring, right?

Mark tickets as you need for a better understanding of where to put your attention. If a ticket is modified by other person or a new reply from a customer is received, it is marked as unread.

Know if somebody is already assigned to the ticket. thus agents can avoid duplicate replies, save their time and eliminate customers' confusion.

The due date will be colorized to get your attention to an overdue ticket.

Reply to your tickets straight from the mailbox. Remote access to work is more simple than ever.

All information related to the requester is shown by clicking on the requester’s name. It helps to provide more context on the ticket.

Agents can have a unique signature which will add at the end of the each reply automatically. thus, there is no need to type it manually every time.

the quickest way to add images to the ticket without saving it to a local PC. Just take a screenshot and paste it straight into a reply

Automate your message notifications, ticket routing and other business tasks with triggers. Just specify the condition for when to start it and what to do. For example, change ticket priority if there is a specific keyword in the ticket subject. there are hundreds of scenarios when you would use it. Read our documentation for more information.

Assign tickets to specific agents based on ticket properties with a help of a trigger.

Both sides of the support process are receiving notifications on every step of work. You can easily add new notifications.

Do repeating tasks automatically with workflows that can be triggered by events and conditions or scheduled to run at particular times.

Expand abilities of HelpDesk with third-party tools. Microsoft flow allows you to integrate HelpDesk with other systems. For example SalesForce, twitter or other SharePoint sites.

Built-in charts to measure HelpDesk in general.

Built-in charts to measure agents’ performance with different metrics.

Add new custom fields and forms to tickets with drag and drop.

Design your own triggers to automate notifications, ticket routing, or other business tasks.

Choose a color theme that applies to your HelpDesk.

Create reports measuring the productivity of your team with the help of Dashboard Designer. Note that you need to purchase it separately.

You can configure the quick launch display setting and a list of HelpDesk navigation elements.