Customisation

Define a ticket type for each of your products, or for Incidents, Problems and Requests. Assign a person or team to all new tickets, generate an inbound email address, choose which set of categories to use and decide which fields appear on the form.

Create multiple category sets, each of which can have a top level list of categories and a list of sub-categories for each one. Pick a different set of categories for each of your ticket types and aim towards an ITIL style Ticket Type > Sub-Type > Item classification.

A queue is a defined set of search criteria for returning back a list of tickets. You can create your own custom queues to do things like return the top priority tickets for a specific client, or all tickets which have had a breach of SLA.

Once you have your queues, you can create custom dashboards for your agents. Create multiple dashboards, choose which queues should appear on it and then assign the dashboard to be used by specific users or teams. 

Choose between users logging in with passwords or codes sent to their email. Enable multi-factor for all users or make it optional. Set minimum password lengths, complexity rules, login session length and password reset frequency. 

How many tickets can a user can be assigned? How are tickets are locked and when? When should a customer be reminded that they haven't replied? How long after a ticket is resolved should it be closed? You can decide it all.

Set your top level system timezone, date format, time format and number format and then override it on a per-client basis as required. Users can also pick their own timezone and localisation settings to suit their personal preference.

Enter your company name and upload your logo to have it appear on all pages within your support hub and on all emails generated for your clients. This makes it clear to everyone exactly who the email is coming from.