• no more overlooked service requests buried in overloaded mailbox
• no more service requests assigned to several employees at once
• no more service requests stuck forever while waiting for additional info from another department
• no more (well, significantly less) disgruntled customers

Features:

Service request processing

• Service request submission using template based forms
• Service request submission using email
• Unique ticket number assigned to every request
• Linked tickets to facilitate multistep problem resolution process
• Optional per user email notification on new requests
• Support queue integrity module ensures that request can be assigned to only one user
• Unlimited forwarding for escalation and additional info requests
• Chat style comments to facilitate internal correspondence
• Searchable case study database
• Access to external databases to query customer details

• Automated FAQ publishing
• Public and private FAQ topics
• Unlimited directory style categories
• Embedded FAQ manager

• All customer forms are html templates driven
• Unlimited number of custom fields in service request template
• Customizable colors for internal interface
• Support for multilingual interface - all screen messages are kept in single file
• Completely customizable text of email header and footer with support for macros
• Chat style comments to facilitate internal correspondence
• Completely customizable text of service request submission confirmation
• Custom field for request info

• Unlimited users
• Unlimited departments