Features
Simple, Not Basic
One of our product goals is to keep things simple, but that doesn’t mean we only have basic features. We have a long list of customisation options, advanced ticket routing management, extensive user role support, a fully featured Knowledge Base, broad automation support with Rules and Canned Responses, and Service Level Agreement (SLA) goals and targets that should meet even the most complex of requirements. Go beyond a distribution list for your enquiries or a shared inbox for your support tickets and embrace a support platform that can grow with you.
Ticket Management
Move beyond shared email inboxes and to a dedicated tool for managing inbound requests. Manage your ticket lifecycle and empower your agents to provide amazing support.
Rules
Create canned responses and automated ticket processing rules that help you resolve tickets more efficiently. Automate the boring stuff and leave more time for delighting your customers.
Reporting
Get detailed analytics of your inbound ticket flow, SLAs, agent responsiveness and customer satisfaction. We give you the peace of mind of knowing your customers are happy.
SLAs
Make a promise to your customers with a Service Level Agreement, target tickets with different rules, and keep track of breaches and successes.
Knowledge Base
Help your customers help themselves by populating a knowledge base with articles which describe your product or services. Write articles just for your agents or staff and help everyone learn.
Customer Management
Manage your customers and their organisations, attach notes to them, store their office locations, job titles and other contact details to help supporting them be a breeze.
Customisation
Customisation equals flexibility. Setup your own ticket types and custom ticket creation forms, your own ticket statuses, impacts, urgencies, and much more. Make the system your own and keep it secure.
Agent Dashboard
Agents can quickly see the tickets assigned to them, what they’re watching, pending tickets and more. Customise this dashboard with your own queues.
Customer Login
Let customers login to your ticket hub and see the tickets relevant to them, either from themselves or other members of their organisation.
Queues
Queues are lists of tickets matching specific criteria. We give you some sensible defaults, but you can always create your own.
Detailed List
See the important details of all your tickets, such as who created it, priority, the next SLA target, who last replied and when, and more.
Powerful Sidebar
See all the ticket information in one place, quickly click fields to edit the information, read organisation and user notes or search your knowledge base.
Ticket Messages
See the message history between you and your customer and easily switch between notes, attachments and related tickets.
Watch Tickets
Customers and agents can watch tickets they’re not involved in, so managers can make sure they’re kept in the loop.
...for 14 days, then just $19 per agent per month