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Support Ticket Management System

Help Desk – Support Tracking System

Easy to use, features rich support ticket system


Feature Overview

▶ User create tickets via your webpage.
▶ Incoming tickets are saved and assigned.
▶ Staff helps your users to resolve their issues.
Customer Feedback.
The system allows the customers to rate the service & support rendered. By having this feature, you will know how customers feel about your support and improve support quality if needed
Web and Email Support
Tickets can be created via email, online forms or phone (created by staff). Flexible configuration and mapping.
Auto Response
Automatic reply that is sent out when a new ticket is opened or a message is received. Customizable mail templates.
Canned Replies
Predefined responses for frequently asked questions.
Internal Notes
Add internal notes to tickets for staff
Alerts and Notices
Staff and clients are kept up to date with email alerts. Configurable and flexible settings.
Role-based Access
Control staff's access level based on groups and departments.
Assign & Transfer Tickets
Assign tickets to a staff and/or department.
Support History 
All support requests and responses are archived.

Features

Nested Categories
  • Unlimited ticket categories in unlimited depth level.

  • Assign managers for each category
  • Managers will receive notification about the ticket, when it is submitted.
Manage Tickets


When managers/administrator access to tickets management function (from frontend or backend), he will see list of all support tickets from the categories which he is assigned as manager. He can then access to the ticket, post reply to the ticket, change ticket status, change ticket category, change ticket priority…
Different Ticket Filter Options
Filter by category, filter by status, filter by ticket priority... That help us find / manager tickets much easier.


Powerful Custom Fields Feature
Create custom fields (text input, text area, dropdown, checkbox.....) and assign these custom fields to categories. Each support category can has its own custom fields. When user submits support ticket to a category, they will be able to enter data for all additional custom fields.


Multiple Attachments per Ticket
Multiple attachments are allowed to upload by the user along with the message, while submitting a ticket or replying a ticket. The maximum number of attachment per message shall be configurable.
Assign Ticket to Staff
Assign & Transfer Tickets: Assign tickets to a staff and/or department.


Pre-defined Replies
Add answer to Pre-defined replies for repeated answers to reply support request and add these replies into the response while replying the support request.


Ticket History
This feature allows logged in users to see all tickets which he submitted, view/reply/change status/rating for a support ticket.


Powerful Search Feature
Search option for a support ticket by submitting user name, email, user ID, can search by ticket subject, description etc.,


CSV Export
Allows exporting support tickets into a csv file.


Emails Notification System
  • Sending notification email to managers/administrator when someone submit/add comment to a support ticket
  • Sending notification email to users when support ticket is replied.
  • Sending notification email to staff when he is assigned to a ticket.
Feedback
The system allows the user to rate the solution. Support quality shall be improved by analyzing this data.


Ticket Status
Define multiple ticket statuses and ticket priorities.


Flexible Configuration Options
The system has a configuration page which allows changing many settings: email messages (email subject and email message), enable / disable attachments, enable/disable custom fields, default ticket status, default ticket priorities.