Automate Ticket Routing
Routes tickets automatically to the appropriate user.
(Based on 116 reviews)
Prioritizes tickets based on factors configured by the user.
(Based on 122 reviews)
Notifies the IT team when a ticket needs action.
(Based on 127 reviews)
Provides a forum for answers to common questions.
Knowledge Base/Ticket Integration
Integrates knowledge base articles into a ticket.
Provides a repository of information that can be used by those seeking support.
(Based on 53 reviews)
Makes articles in the knowledge base searchable on the web.
Enables users to engage with other users to solve common issues.
(Based on 42 reviews)
Interactive FAQs & Forums
Allows site administrators to participate in forums and update FAQs accordingly.
(Based on 39 reviews)
Displays important metrics relating to performance.
(Based on 121 reviews)
Tracks time worked on a ticket.
(Based on 115 reviews)
Provides surveys to measure employee satisfaction.
(Based on 76 reviews)
Takes users to a customer-based site location, customized to match the site. Can either be public or require login.
Forum to Reponse
Creates tickets from forum questions that were not resolved within the community.
(Based on 46 reviews)
Tickets and Tagging
Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.
(Based on 55 reviews)
Embeds live chat capabilities within self-service tools.
(Based on 30 reviews)
Enables access to service desk features via mobile device.
(Based on 68 reviews)
Enables employees to view the status of their tickets.
(Based on 95 reviews)
Provides a directory of all users within an organization.
(Based on 80 reviews)
Enables access to service desk features through multiple channels such as email, phone, or the portal.
(Based on 72 reviews)