ViArt HelpDesk 3.3.2

ViArt HelpDesk enables end-users to submit support tickets via an online form or through email; at the same time, reps given by your staff via the system are sent as emails as well automatically.

HelpDesk facilitates the whole process of ticket managing: you can easily track all incoming support requests, view ticket history and even use predefined replies.

The system supports both multiple departments and managers enabling you to re-assign certain requests to managers responsible for certain problems or supported products. Setting up different customer ranks and ticket priorities allows distinguishing more urgent problems and thus ensures their faster solutions. Comprehensive search and overall statistics are available.

Major Features:

1. Comprehensive tickets management engine
2. 100% web-based solution
3. Unlimited number of support tickets
4. All support tickets are stored in database
5. Complete change history of tickets is maintained
6. Emails sent to HelpDesk are converted into support tickets and vice versa automatically
7. Comprehensive tickets search engine
8. Ability to create a message to a customer without an initial request
9. Unlimited number of departments
10. Unlimited number of managers
11. Ability to assign managers to different departments
12. Ability to reassign tickets to other managers
13. E-mail notifications for both manager and customer
14. Ability to use special tags in email body and email subject
15. Ability to use predefined replies and signatures
16. Ability to specify supported products
17. Customizable ticket types and statuses
18. Ability to specify status icon and highlight ticket summary with HTML tags
19. Three levels of ticket priority: high, normal and low
20. Ability to add common tickets into the Knowledge Base
21. Ability to use attachments
22. Image validation to prevent robots submit
23. Overall statistics

Requirements:

• MySQL version 3.22.x or higher.
• PostgreSQL 7.1 or higher
• Any ODBC connected database