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 | Advanced | SR | LDAP | Time | Track | Map | Forms |
|---|---|---|---|---|---|---|---|---|
| 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... | ||||||||
| Online help and manuals | ||||||||
| Forum-/news-functionality | ||||||||
| Mobile interface | ||||||||
| User Management | HelpDesk | Advanced | SR | LDAP | Time | Track | Map | Forms |
| 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 | Advanced | SR | LDAP | Time | Track | Map | Forms |
| 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 | ||||||||
| Webforms | ||||||||
| 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 | Advanced | SR | LDAP | Time | Track | Map | Forms |
| 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 | Advanced | SR | LDAP | Time | Track | Map | Forms |
| 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 | Advanced | SR | LDAP | Time | Track | Map | Forms |
| 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 | Advanced | SR | LDAP | Time | Track | Map | Forms |
| 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 | Advanced | SR | LDAP | Time | Track | Map | Forms |
| 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 | Advanced | SR | LDAP | Time | Track | Map | Forms |
| Support objects | ||||||||
| Object groups | ||||||||
| Object hierarchy | ||||||||
| Connect objects to customers | ||||||||
| Connect objects to support members | ||||||||
| Time registration | HelpDesk | Advanced | SR | LDAP | Time | Track | Map | Forms |
| Define opening hours | ||||||||
| Track time for each ticket | ||||||||
| Register the exact time used | ||||||||
| Block hours by customer | ||||||||
| Extract time reports | ||||||||
| Extract invoice details |