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