Conversation and internal notes in one ticket.
The requester sees public comments. The team also sees internal notes, status and assignment.
Helpdesk with SLAs, conversation and context.
A dashboard for each client.
Tickets by status, priority and source, and the state of that client's agents.
In the helpdesk
- SLA by priorityFirst-response and resolution targets.
- Email to ticketShared inbox, triage queue and replies from the ticket.
- Internal notesKept apart from what the requester sees.
- Requester portalClients open and follow their own tickets.
- Saved viewsPersonal filters for each technician's queue.
- Saved repliesReady-made text for common answers.
- Tasks and followersSplit the work and keep people informed.
- Knowledge baseArticles per client.