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 |