Key benefits of this free help desk software edition include:
Cross-Platform Technology - Server-side installers are available for Mac OS X, Linux, and Windows Server; while all endusers access the help desk from virtually any internet browser.
Web Portal - A full customer support web portal for endusers to submit service requests, view ticket updates, and seek self help or view auto-suggested solutions from the knowledge base.
Email-to-Ticket Conversion - Automatic email-to-ticket conversion ensures that service requests submitted via email do not fall through the cracks and breach SLA.
Ticket History and Audit Trails - Support staff may add notes (and hidden notes) to each ticket, from the web app or via email. Every update to a ticket is recorded by username and time date stamp.
Knowledge Base - The mentioned customer service Knowledge Base also allows article visibility to support staff only; building an extensible and searchable internal knowledge base.
LDAP and Active Directory Integration - Utilize your current LDAP or AD directory for login authentication and to schedule imports of customer data.
SLA Email Alerts and Reminders - Configure various Service Level Agreements for email alerts and reminders to be sent to support staff.
Graphical Performance Reports - Run a variety of help desk reports to increase productivity and create new efficiencies. Reports may be run real-time, exported to spreadsheets, or through automated email delivery.
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