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An Exhaustive List of Features

(Well, almost exhaustive – we’re always adding new features.)

Unlimited Tickets

Unlimited Tickets

Offered In: Free Core

Unlimited Agents

Unlimited Agents

Offered In: Free Core

Unlimited Users

Unlimited Users

Offered In: Free Core

Unlimited Products

Unlimited Products

Offered In: Free Core

Unlimited Departments

Unlimited Departments

Offered In: Free Core

Unlimited Ticket Tags

Unlimited Ticket Tags

Offered In: Free Core

Unlimited Custom Priorities

Unlimited Custom Priorities

Offered In: Free Core

Unlimited Channels

Unlimited Channels

Offered In: Free Core

Unlimited Custom Statuses

Unlimited Custom Statuses

Offered In: Custom Status

Agents can create tickets on behalf of users

Agents can create tickets on behalf of users

Offered In: Free Core

Agents can view only their tickets or view all tickets

Agents can view only their tickets or view all tickets

Offered In: Free Core

Agents can receive ticket replies by email and send replies from their email inbox.

Agents can receive ticket replies by email and send replies from their email inbox.

Offered In: Free Core and E-mail Support

Multiple agents can work a single ticket or hand-off tickets as needed

Multiple agents can work a single ticket or hand-off tickets as needed

Offered In: Free Core

Internal PRIVATE notes between agents directly on tickets

Internal PRIVATE notes between agents directly on tickets

Offered In: Private Notes

Transfer ticket to another agent or department

Transfer ticket to another agent or department

Offered In: Free Core

Users can open tickets by email

Users can open tickets by email

Offered In: Email Support

Users and agents can reply to tickets by email

Users and agents can reply to tickets by email

Offered In: Email Support

Configurable Email notifications for all ticket events

Configurable Email notifications for all ticket events

Offered In: Free Core and Notifications

Allow or deny accounts from re-opening closed tickets by email

Allow or deny accounts from re-opening closed tickets by email

Offered In: Email Support

Multiple options to control how unrecognized email accounts are handled

Multiple options to control how unrecognized email accounts are handled

Offered In: Email Support

Automatically create new accounts via email

Automatically create new accounts via email

Offered In: Email Support

Multiple Inboxes

Multiple Inboxes

Offered In: Email Support

Email Rules

Email Rules

Offered In: Email Support

Custom Email Commands

Custom Email Commands

Offered In: Email Support

Automatic assignment to agents (routing)

Automatic assignment to agents (routing)

Offered In: Free Core

5 intelligent agent routing and assignment algorithms

5 intelligent agent routing and assignment algorithms

Offered In: Smart Agent Assignment

Automatically assign agents based on departments

Automatically assign agents based on departments

Offered In: Smart Agent Assignment

Automatically assign agents based on products

Automatically assign agents based on products

Offered In: Smart Agent Assignment

Automatically assign agents based  on working status

Automatically assign agents based on working status

Offered In: Smart Agent Assignment

Automatically assign agents based on existing load (number of “open” tickets)

Automatically assign agents based on existing load (number of “open” tickets)

Offered In: Free Core

Attach Multiple Files To Tickets

Attach Multiple Files To Tickets

Offered In: Free Core

Control which file extensions are allowed for uploads

Control which file extensions are allowed for uploads

Offered In: Free Core

Optionally store files in any service that FILESTACK supports.

Optionally store files in any service that FILESTACK supports.

Offered In: Filespickr

Automatically close old tickets (based on user defined statuses)

Automatically close old tickets (based on user defined statuses)

Offered In: Automatic Ticket Close

Multiple workflows for handling old tickets

Multiple workflows for handling old tickets

Offered In: Automatic Ticket Close

Multiple warning emails before tickets are closed

Multiple warning emails before tickets are closed

Offered In: Automatic Ticket Close

“Canned” responses allow one-click response to common questions

“Canned” responses allow one-click response to common questions

Offered In: Canned Response

Frequently asked questions knowledge base.

Frequently asked questions knowledge base.

Offered In: FAQ

One click to send a response and automatically create an FAQ entry.

One click to send a response and automatically create an FAQ entry.

Offered In: FAQ

Team notifications via SLACK

Team notifications via SLACK

Offered In: Notifications

Agent and user notifications via SMS/PUSHBullet

Agent and user notifications via SMS/PUSHBullet

Offered In: Notifications

Automatically signup new support users your MAILCHIMP e-mail list

Automatically signup new support users your MAILCHIMP e-mail list

Offered In: Mailchimp

3rd party email notifications

3rd party email notifications

Offered In: Notifications

Status change notifications

Status change notifications

Offered In: Notifications

Custom workflows based on notifications

Custom workflows based on notifications

Offered In: Notifications & Auto-Close

Private Credentials Vault

Private Credentials Vault

Private credentials vault allow users to submit passwords and other sensitive information with additional encryption
Offered In: Private Credentials

Automatically Remove Private And Sensitive Data

Automatically Remove Private And Sensitive Data

Automatically remove private / sensitive data when a ticket is marked as closed to reduce attack surface for hackers
Offered In: Private Credentials

Quickly Identify Tickets With Sensitive Data

Quickly Identify Tickets With Sensitive Data

A single glance at your dashboard shows the tickets that are holding sensitive information
Offered In: Private Credentials

Automatically Send Out Satsifaction Surveys

Automatically Send Out Satsifaction Surveys

Automatically send out a survey to guage customer satisfaction with their help-desk experience.
Offered In: Satisfaction Survey

Configure Survey Elements

Configure Survey Elements

Control every aspect of the survey – from the scale used to the terminology and the full contents of the email that the customer receives.
Offered In: Satisfaction Survey

Custom Delays For Satisfaction Surveys

Custom Delays For Satisfaction Surveys

Admins can configure the interval between the time the ticket is closed and the time the survey is sent.
Offered In: Satisfaction Survey

E-Commerce: WooCommerce Integration

E-Commerce: WooCommerce Integration

Offered In: WooCommerce

E-Commerce: Easy Digital Downloads Integration

E-Commerce: Easy Digital Downloads Integration

Offered In: Easy Digital Downloads

E-Commerce: Envato Integration

E-Commerce: Envato Integration

Offered In: Envato Validation

Create Custom Forms

Create Custom Forms

Offered In: Gravity Forms

Unlimited Custom Ticket Forms

Unlimited Custom Ticket Forms

Offered In: Gravity Forms

Push New Data To Zapier With Gravity Forms

Push New Data To Zapier With Gravity Forms

Offered In: Gravity Forms

Unregistered Guests Can Submit Tickets

Unregistered Guests Can Submit Tickets

Offered In: Guest Tickets

Private Tickets

Private Tickets

Offered In: Free Core

Public Tickets (Searchable Archive)

Public Tickets (Searchable Archive)

Offered In: Public Tickets

Ticket Lock

Ticket Lock

Offered In: Productivity

Ticket Merge

Ticket Merge

Offered In: Productivity

Ticket Split

Ticket Split

Offered In: Productivity

Reports

Reports

8+ dashboard widgets provides a birds eye view of your operations
Offered In: Report Widgets

Ticket Limits

Ticket Limits

Set ticket limits to prevent users from abusing your free support with dozens of requests for help.
Offered In: Productivity

Agent Signatures

Agent Signatures

Create multiple unique automatic signatures for each agent
Offered In: Productivity

Personal Todo Lists For Agents

Personal Todo Lists For Agents

Offered In: Productivity

Support Notes For Clients

Support Notes For Clients

Offered In: Productivity

Personal Notes For Agents

Personal Notes For Agents

Offered In: Productivity

Create Custom Fields

Create Custom Fields

Offered In: Custom Fields

Unlimited Custom Fields

Unlimited Custom Fields

Offered In: Custom Fields

10+ Custom Field Types

10+ Custom Field Types

Offered In: Custom Fields

Time Tracking

Time Tracking

Offered In: Free Core

Responsive Design

Responsive Design

Offered In: Free Core, All Add-ons

Priority Support

Priority Support

Offered In: All Add-ons

Didn't find a feature you need?  Have a question you need answered before purchasing?  Feel free to contact us!