Configurable help topics for web tickets facilitate the precise routing of inquiries to the relevant department for swift resolution

Streamline tickets for quicker response times by routing them based on predetermined new ticket options. When combined with custom forms, you can design a specific form for each help topic to collect additional or specific information for each request type

Tailor the information gathered from users when submitting a ticket to efficiently address the issue

Craft bespoke lists of data to append to each ticket or designate specific help topics for clients to choose from while creating a ticket.
Custom Fields, Forms, and Lists can be incorporated into each web ticket created or made visible exclusively when a particular help topic is selected.
These can be configured according to the specific requirements of your business

A custom queue serves as a perspective of tickets based on criteria that you define

Create personalized views of tickets, specifying the information you wish to see
A custom column introduces an additional field initially not visible when viewing the ticket tab
Utilizing custom columns enables the inclusion of these fields in the ticket list

Implement a ticket locking mechanism allowing staff to lock tickets during responses to prevent conflicting or dual responses

Prevent multiple agents from responding to the same ticket simultaneously. Set the duration of time the lock remains on a ticket. When a ticket is locked, other staff cannot respond until the lock expires

Facilitate the transfer of tickets between departments to ensure they are handled by the correct agents or assign tickets to a specific agent or team of agents

Refer a ticket to maintain view-only access to tickets when transferred or assigned to a department/agent
Reassign tickets to agents or teams of agents or transfer to a different department
Transfer, Assignment, and Referral notes are logged in the ticket thread to track actions

Configure an automatic reply sent out when a new ticket is opened or a message is received

Customize auto responses to pull information from the ticket, supporting placeholder variables for personalization
Auto responses can be edited and customized for each department and associated with Help Topics