This is a web based help desk software that helps manage the help desk features you need for a business. It supports multiple agents and supports features that include Ticket Management, conversion of Emails into Tickets and set up rules for their management. SLA plans could be set up that can help customers in a timely fashion. With Two Way Email Parser sending email through their email client will create service tickets or to respond to them. Team inbox view will help you identify your teamís pending tickets. Meanwhile with a personal Inbox View, an agent can easily filter the assigned tickets. You will be able to configure Pre-parse rule automation. Post-Parser will help you in automating the work flow as emails arrive. Service levels (SLA) could be configured. Customized SLA Plans gives you the option to have multiple SLAs for different groups of customers.
Web-based Live Chat application is supported. Customers can be on-line with any browser / any operating system. Multiple concurrent chats can be supported. Pre-defined responses help reduce workload on agents. Use this option to provide URLs / Instructions / Messages etc. on single click. A self-service portal is supported that allows customers to track their tickets and provide them access on frequent issues with the help of Knowledgebase Articles. 24/7 Support can be provided. You could transform your visitors into leads by tracking information on them and their referrals website and keywords. This is a very good product.