Helpdesk: full list of features

• Web-based - accessible from anywhere with just a browser, works on smartphones and touch devices.
• Hosted or self-hosted - use it online (recommended) or install on your own server
• iOS app + Android app + Mobile Web UI - free mobile apps plus mobile-optimized web-UI that works on any screen through a mobile browser.
• Categorizing and Tagging tickets - assign tickets to different categories and assign default agents to categories.
• File attachments - attach documents, screenshots and PDFs to tickets and Knowledge base articles.
• Live chat - for your website right inside the "contact us" widget (see below), more details here.
• Asset management - track your assets, assign assets to your users and tickets, track incident history and quickly find the asset owner
• Email-integration - the help desk app monitors your support mailbox and converts emails to tickets, sends out email replies and notifications.
• Time tracking - automatic billable hours tracking
• Knowledge base - a self-support portal for users
• Reports with an option to export to Excel and CSV
• User permissions - different user roles and security permissions (technicians can be assigned to different areas, no customer sees anyone else's data, etc)
• "Companies" - Assign users to "companies" and "departments", set up company "managers" and track tickets from particular companies.
• Active Directory authentication - possible Windows-integrated authentication - integrate our support ticket software with your existing Active Directory users catalog. Even the hosted version can authenticate users via AD
• Single sign on - integrate with your other apps via SAML (with any SAML provider - like Google, Azure AD, ADFS etc), or use our simple Authentication API.
• Automation/macros engine - Set up complicated workflows using our easy "if this - do that" engine.
• Custom fields for tickets, like "client number" or "equipment ID" etc
• Custom statuses for tickets, like "on hold" or "awaits shipping" etc
• Customizable design - add your own logo, change colors and fonts, add custom CSS, adjust the way your emails look. You can even add custom JavaScript to customize the app even further.
• Custom domain (for the hosted version) - switch the helpdesk app to your own domain name, like "support.acme.com", SSL supported.
• Multilingual - Help Desk supports English, German, Norwegian, Danish, Dutch, Swedish, French, Italian, Spanish, Portuguese, Russian, Hebrew, Arabic, Hindi, Finnish, and more.
• Import/export - for users, tickets, assets etc. You can import/export from CSV or even import from another ticket system (like Zendesk or Freshdesk)
• Search engine - quickly find tickets by keywords, advanced search by ticket date, users, companies, tags etc.
• Integration with 3rd-party apps, including:
  • JIRA
  • Dropbox
  • Slack
  • Hipchat
  • GitHub
  • Bitbucket
  • Zapier
  • Harvest
  • Trello
  • Asana
  • Visual Studio Online
  • ...and other
• RESTful API
• "Contact us" widget for your website/app - with just one line of JavaScript you can add a nice looking "support" popup to all your website pages. Live-chat with your website visitors and archive the conversations as tickets.
• Source codes - C# source codes available for developers
• AI powered autosuggest - suggest relevant KB articles to users when they create a ticket, utilizing modern Machine Learning and Natural Language Processing techniques (hosted version only!).
• Calendar view for tickets, so you can easily manage your helpdesk "due-dates".
• Ideas forum where user can suggest new features for your product, "vote" for feature-requests and leave their comments
• Machine Learning (hosted version only) - automatically suggest relevant Knowledge base articles to helpdesk agents when tickets come in
• Scheduled tickets set up a daily/weekly/monthly/etc. schedule for your recurring maintenance tasks
• Knowledge base self-service customer portal for publishing FAQs and how-to articles. Comes with a search engine and granular permissions.

These are just some of our help desk app features.

Short video tutorial

Remember to check our short 5 minutes introduction video here that quickly walks you through all the basic features of our ticket management system.

Last updated: 6/3/2019 more Helpdesk Ticketing System whitepapers