Feature OverView

Advance Helpdesk Management

Ticket Management

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* Customers can submit support tickets directly from your website - no login required * Customers get their own portal to track tickets, see updates, and reply * Tickets move through clear stages (New -> In Progress -> Resolved/Closed) * Set priority levels, categories, and tags to organize tickets your way * Merge duplicate tickets into one * Organize your support staff into teams, each with its own leader and members * Turn a ticket into a project task or an invoice when needed * Customers can rate their support experience and leave feedback when a ticket closes

Service Level Agreements (SLA)

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* Set response and resolution time targets - different targets for urgent issues vs. routine ones * Option to count only working hours (e.g. 9-to-5, Mon-Fri) instead of the clock running 24/7 * See at a glance whether each ticket is on track, at risk, or overdue * Automatically escalate a ticket if it's about to breach its deadline - notify someone, reassign it, or bump up its priority * Reports showing how well your team is meeting its service targets, by team and priority

Automatic Ticket Assignment

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* New tickets get assigned to an agent automatically - no manual sorting needed * Choose how: spread evenly in rotation, give it to whoever has the lightest workload, or always route to one specific person

Notifications & Alerts

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* Automatic email and in-app alerts when a ticket is at risk of missing its deadline or has missed it * Turn email alerts on or off without losing the in-app ones

Reminders

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* Set a personal follow-up reminder on any ticket * Automatic nudges for tickets that have gone quiet for too long * Automatic reminders for any scheduled follow-up tasks that are overdue * A personal "My Reminders" list so nothing slips through the cracks

Dashboard & Reporting

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* At-a-glance view of new, in-progress, and completed tickets * See how many tickets are breaching or at risk of breaching their targets * Visual charts for ticket status, team workload, and service-level performance * Quick view of recent tickets and overall customer satisfaction

How to use

Workflow