All features in HelpDesk
Let your service benefit from our ticketing software. Get an overview of the numerous functions that HelpDesk offers your organization.
General | HelpDesk | HD-Advanced | HD-SR | HD-LDAP | HD-Time | HD-Track | HD-Map |
---|---|---|---|---|---|---|---|
Web based | |||||||
Multilingual | |||||||
You are your own administrator | |||||||
Omnichannel ticket registration | |||||||
Dashboard | |||||||
Delegation of tickets | |||||||
SLA, escalations; standard tickets, child tickets... | |||||||
Manual time registration | |||||||
Automatic time registration | |||||||
Windows-, SAML-, LDAP-authentication, Single-Sign-On | |||||||
Products and serial numbers | |||||||
Satisfaction surveys | |||||||
Geographic tracking of tickets | |||||||
Image archive - e.g. for logos, icons... | |||||||
Forum-/news-functionality | |||||||
Online help and manuals | |||||||
Mobile interface | |||||||
User Management | HelpDesk | HD-Advanced | HD-SR | HD-LDAP | HD-Time | HD-Track | HD-Map |
Organisations | |||||||
Organisation groups | |||||||
Support groups | |||||||
Support members | |||||||
Customers | |||||||
Manual registration of customers and support members | |||||||
Creation of new users at ticket registration | |||||||
Import users from file | |||||||
Import users from directory service (LDAP) | |||||||
Ticket registration | HelpDesk | HD-Advanced | HD-SR | HD-LDAP | HD-Time | HD-Track | HD-Map |
Customers log in and register their own tickets | |||||||
Support registers tickets for the customer | |||||||
Support transforms an incoming e-mail into a ticket | |||||||
Automatic transformation of incoming e-mail into tickets | |||||||
Customer fills in an external webform | |||||||
Questions in ticket forms | |||||||
Attach files to tickets | |||||||
Support can create a new customer at registration | |||||||
Support can close tickets directly at registration | |||||||
Standard tickets | |||||||
Quick-case tickets | |||||||
Connected tickets | |||||||
Child tickets | |||||||
Locate and search tickets on a map | |||||||
Alerts / Reminders | HelpDesk | HD-Advanced | HD-SR | HD-LDAP | HD-Time | HD-Track | HD-Map |
E-mail reminders for incoming tickets | |||||||
Personalised ticket lists | |||||||
Personalized ticket list content | |||||||
SLA alerts by e-mail and icons | |||||||
E-mail alerts to support members | |||||||
Ticket Management | HelpDesk | HD-Advanced | HD-SR | HD-LDAP | HD-Time | HD-Track | HD-Map |
Additional contact persons for the ticket | |||||||
Standard replies specific to each object | |||||||
Document activities | |||||||
To-do list | |||||||
Solution | |||||||
E-mail conversation inside each ticket | |||||||
Send/receive e-mails from/to each unique ticket | |||||||
Send/receive e-mails between tickets | |||||||
Ticket status | |||||||
Automatic ticket status change | |||||||
Manual ticket status change | |||||||
Secondary status on tickets | |||||||
Set priority | |||||||
SLA (and priorities) | |||||||
Expected start date | |||||||
Expected end date | |||||||
Final customer | |||||||
Ticket history | |||||||
Delegate tickets to other support members | |||||||
Escalate the ticket to other support groups | |||||||
Delegate parts of a ticket to other support members | |||||||
External Ticket operator with limited rights | |||||||
SLA deadlines on tickets | |||||||
Connect tickets together | |||||||
Classify tickets | |||||||
Register your time | |||||||
Invoice your time | |||||||
Connect articles to tickets | |||||||
E-Mails and Messages | HelpDesk | HD-Advanced | HD-SR | HD-LDAP | HD-Time | HD-Track | HD-Map |
E-mail service inside HelpDesk | |||||||
Multiple e-mail addresses | |||||||
E-mail address for each user | |||||||
E-mail address for support groups | |||||||
E-mail signature for each support member | |||||||
E-mail templates by object | |||||||
E-mail confirmation to customer at registration | |||||||
E-mail confirmation to customer at closing | |||||||
E-mail to a closed ticket reopens the ticket | |||||||
Knowledge Base and FAQ | HelpDesk | HD-Advanced | HD-SR | HD-LDAP | HD-Time | HD-Track | HD-Map |
Support can search among all tickets | |||||||
Customers can search the FAQ | |||||||
FAQ categories and lists | |||||||
Create tickets for the FAQ | |||||||
Automatically add a ticket to the FAQ at closing | |||||||
Translate FAQ tickets | |||||||
Publish FAQ lists for all users | |||||||
Publish FAQ lists for certain organisations | |||||||
Publish FAQ lists outside of HelpDesk | |||||||
Reports | HelpDesk | HD-Advanced | HD-SR | HD-LDAP | HD-Time | HD-Track | HD-Map |
Multiple report engines | |||||||
The more plug ins, the more filters | |||||||
Access management | |||||||
Export your results to Excel | |||||||
Organisation reports | |||||||
SLA reports | |||||||
Ticket handling time reports | |||||||
Time registration reports | |||||||
Ticket history reports | |||||||
Ticket list reports | |||||||
Ticket trend reports | |||||||
Volume reports | |||||||
Satisfaction reports | |||||||
Product reports | |||||||
Map reports | |||||||
Defining customer requests | HelpDesk | HD-Advanced | HD-SR | HD-LDAP | HD-Time | HD-Track | HD-Map |
Support objects | |||||||
Object groups | |||||||
Object hierarchy | |||||||
Connect objects to customers | |||||||
Connect objects to support members | |||||||
Time registration | HelpDesk | HD-Advanced | HD-SR | HD-LDAP | HD-Time | HD-Track | HD-Map |
Define opening hours | |||||||
Track time for each ticket | |||||||
Register the exact time used | |||||||
Block hours by customer | |||||||
Extract time reports | |||||||
Extract invoice details |