📨
Email Ticketing
Automatically convert incoming emails into support tickets with intelligent parsing and routing.
- POP3/IMAP integration
- Auto email-to-ticket conversion
- Smart reply threading
- Rich text email composer
- Email templates library
🎫
Ticket Management
Organize, prioritize, and track every customer interaction from creation to resolution.
- Custom ticket fields
- Priority & SLA tracking
- Ticket merging & splitting
- Internal notes & collaboration
- Status workflow customization
🌐
Customer Portal
Self-service portal for customers to submit, track, and manage support requests.
- Branded support portal
- Custom submission forms
- Knowledge base access
- User authentication
- Ticket history tracking
📚
Knowledge Base
Build comprehensive help center with FAQs and documentation to reduce ticket volume.
- Article categorization
- Full-text search
- Rich media support
- Version control
- Public/private articles
🤖
Workflow Automation
Automate repetitive tasks with powerful business rules and triggers.
- Auto-assignment rules
- Escalation policies
- Email notifications
- Custom triggers
- Time-based actions
👥
Team Collaboration
Seamless collaboration between agents with internal notes and assignments.
- Agent collision detection
- Internal messaging
- Team assignments
- Activity tracking
- @mentions support
📊
Reports & Analytics
Track performance metrics and make data-driven decisions with comprehensive reporting.
- Response time analytics
- Agent performance metrics
- Custom report builder
- Export to CSV/PDF
- Real-time dashboards
⏱️
SLA Management
Define and enforce service level agreements for timely response and resolution.
- Multiple SLA plans
- Business hours config
- SLA violation alerts
- Performance tracking
- Holiday calendar
🔔
Smart Notifications
Keep everyone informed with intelligent notification system.
- Email notifications
- Custom alert rules
- Notification templates
- Digest emails
- SMS integration ready
🔐
Access Control
Granular permissions to control who can see and do what.
- Role-based permissions
- Department isolation
- Custom roles
- Agent groups
- Audit logs
🔗
API & Integrations
Connect with your existing tools via REST API and webhooks.
- RESTful API
- Webhook support
- Plugin architecture
- Third-party integrations
- API documentation
📱
Multi-Channel Support
Manage tickets from email, web, WhatsApp - all in one interface.
- Unified inbox
- Channel tagging
- Cross-channel history
- WhatsApp integration
- Social media ready
🏷️
Tagging & Categorization
Organize tickets with custom tags and dynamic filtering.
- Custom tag creation
- Auto-tagging rules
- Multi-category support
- Tag-based reporting
- Color-coded tags
🔍
Advanced Search
Powerful search across tickets, notes, and knowledge base.
- Full-text search
- Advanced filters
- Saved searches
- Quick ticket lookup
- Boolean operators
📎
File Attachments
Support for unlimited file attachments with preview capabilities.
- Multiple file formats
- Drag-and-drop upload
- File size management
- Secure storage
- Inline image preview
🌍
Multi-Language
Serve global customers with multi-language interface.
- 20+ languages supported
- Custom translations
- Language auto-detection
- Localized date/time
- RTL support
⏰
Business Hours
Define operating hours and timezone-aware SLA calculations.
- Flexible schedule settings
- Holiday calendar
- Timezone support
- After-hours routing
- Multiple schedules
📧
Email Templates
Branded email templates for all communications.
- HTML email support
- Variable placeholders
- Template versioning
- Preview before send
- Multi-language templates
👤
Customer Management
Comprehensive customer profiles with interaction history.
- Customer database
- Organization linking
- Contact history
- Custom fields
- Merge duplicates
🔄
Ticket Transfer
Seamlessly transfer tickets between departments with full context.
- Inter-department transfer
- Transfer notes
- History preservation
- Notification on transfer
- Assignment rules
🔐
Two-Factor Authentication
Enhanced security with 2FA for agent accounts.
- TOTP support
- SMS verification
- Backup codes
- Force 2FA policies
- Session management
📋
Custom Forms
Customizable forms for different ticket types.
- Dynamic form fields
- Conditional logic
- Field validation
- Department-specific forms
- Form templates
📊
Custom Dashboards
Personalized dashboards with key metrics.
- Configurable widgets
- Real-time updates
- Performance metrics
- Team statistics
- Custom views
🎯
Smart Routing
Intelligent ticket routing based on rules and agent availability.
- Skills-based routing
- Load balancing
- Round-robin assignment
- VIP customer routing
- Department routing