Automate Ticket Routing
Routes tickets automatically to the appropriate user.
Prioritizes tickets based on factors configured by the user.
(Based on 26 reviews)
Notifies the IT team when a ticket needs action.
(Based on 27 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.
Makes articles in the knowledge base searchable on the web.
Enables users to engage with other users to solve common issues.
Interactive FAQs & Forums
Allows site administrators to participate in forums and update FAQs accordingly.
Displays important metrics relating to performance.
Tracks time worked on a ticket.
(Based on 22 reviews)
Provides surveys to measure employee satisfaction.
(Based on 17 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 8 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.
Embeds live chat capabilities within self-service tools.
(Based on 5 reviews)
Enables access to service desk features via mobile device.
(Based on 12 reviews)
Enables employees to view the status of their tickets.
Provides a directory of all users within an organization.
Enables access to service desk features through multiple channels such as email, phone, or the portal.