h2desk

Major Features:

1. General Help Desk Features
   • Quick and simple install (streamline your support in minutes).
   • Customers can easily create support tickets through web site.
   • Simple to use administration web interface.
   • Fully customizeable customer web interface.
   • Tickets can be created via the web or imported from email accounts.
   • Powerful knowledge base included.
   • Calendar and reminder system for staff members.
   • Ratings and statistics to review support.
   • Easily track upgrade availability thru an administrator link.
2. Ticketing Features
   • Customers easily create tickets via the web or email.
   • Staff members can conduct powerful searches for specific tickets.
   • Optionally allow users to use an HTML input field (ie colors, fonts).
   • Staff members can manage ticket status, priority, and mor.e
   • Customers and staff can upload attachments to tickets.
   • Customers can rate tickets for surveying purposes.
   • Ticket trash allows you to recover deleted tickets before permanently removed.
   • Customers and staff can view printable versions of tickets.
   • Ticket audit log shows all events related to tickets.
   • Staff can post staff notes to tickets, only visible to other staff.
   • Staff members can create their own pre-defined replies for common responses.
   • Ticket flagging allows staff members to place high priority on specific tickets.
   • Tickets can be replied to, have their status changed, and more, in bulk.
   • Ticket pruning can close and trash inactive tickets.
3. User Features
   • Choose between guest and user access, or both.
   • Optionally allow guests to create tickets needing only their email address.
   • Optionally allow guests to create user accounts.
   • Optionally allow only those with user accounts access to the help desk.
   • Administrators can easily manage all users.
   • Grant specific staff members specific permissions.
   • View and edit detailed user information.
   • View individual user statistics and staff ratings.
   • Staff members can send one another private messages.
   • Users and guests can easily lookup tickets and view their ticket history.
4. Department Features
   • Create an unlimited number of departments.
   • Mark departments as internal making them invisible to your customers.
   • Create auto-replies to respond to common keywords and phrases.
   • Assign staff members to specific departments.
   • Grant staff members permission to manage departments.
   • Create a variety of custom fields to appear on the ticket creation form.
   • Create different ticket priorities (ie Urgent, Request, etc.)
5. Knowledge Base Features
   • Create a powerful knowledge base or FAQ system in minutes.
   • Easily create categories and subcategories.
   • Searchable knowledge base gives your customers quick access to needed information.
   • Grant staff members permission to manage the knowledge base.
   • HTML input field allows you to easily change fonts, colors, insert tables, and more.
   • Create a variety of custom fields to appear on the ticket creation form.
6. Email Features
   • Completely customize every email sent out by the help desk.
   • Provide both HTML and text only versions of emails.
   • Allow customers to create and respond to tickets via email.
   • Import emails from your POP3 accounts into tickets.
   • Directly import emails into tickets with forwarding.
   • Edit the outgoing email address for each department.
   • Completely customize every email sent out by the help desk.
   • Mail log keeps track of all emails and prevents flooding.
7. Customization Features
   • Easily customize the customer interface by changing header and footer HTML.
   • Change font styles and colors by modifying the online style sheet.
   • Completely overhaul the look of the help desk via template files.
   • Revert to the original layout.
   • Statistics
   • View ticket statistics for each user on the help desk, including customers.
   • Generate hourly, daily, and monthly statistics.
   • Graphically compare department averages and peak usage times.
8. Extra User Features & Preferences
   • Staff members can create reminders on their own calendar.
   • Staff members with permission can create global reminders for all staff members.
   • Users can edit their user profile, contact information, and preferences.