Automate Ticket Routing
Routes tickets automatically to the appropriate user.
(Based on 112 reviews)
Prioritizes tickets based on factors configured by the user.
(Based on 118 reviews)
Notifies the IT team when a ticket needs action.
(Based on 123 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 51 reviews)
Makes articles in the knowledge base searchable on the web.
Enables users to engage with other users to solve common issues.
(Based on 41 reviews)
Interactive FAQs & Forums
Allows site administrators to participate in forums and update FAQs accordingly.
(Based on 38 reviews)
Displays important metrics relating to performance.
(Based on 117 reviews)
Tracks time worked on a ticket.
(Based on 111 reviews)
Provides surveys to measure employee satisfaction.
(Based on 72 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 45 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 54 reviews)
Embeds live chat capabilities within self-service tools.
(Based on 29 reviews)
Enables access to service desk features via mobile device.
(Based on 65 reviews)
Enables employees to view the status of their tickets.
(Based on 92 reviews)
Provides a directory of all users within an organization.
(Based on 76 reviews)
Enables access to service desk features through multiple channels such as email, phone, or the portal.
(Based on 68 reviews)