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- unlimited departments
- unlimited technicians
- instant messaging between technicians
- automatic ticket assignment
- news module for users and technicians separately
- file support
- Windows tray notification
- advanced FAQ
- easy ticket reply / search
- strict security rules between departments
- 5 star ranking system
- mailing lists
- integrated bug tracking
- integrate with ANY forum
- easy to use interface
- quick stats
- visitor/buyer/prospect/difficult client tracking
- ... and a lot more
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eDesk2 - help desk software
Key Features
Ticket Management
Web4Future eDesk'05 provides advanced ticket management features to streamline your technicians' workflow.
- At-a-glance view of pending tickets in the interface footer. View ticket counts by assignment, category, and priority
- Search tickets by any field or groups of fields, perform multiple actions quickly on matched tickets, and navigate through search results quickly as you work through opened tickets
- Create new tickets for users from phoned-in or mailed requests to addresses not processed by Web4Future eDesk'05
- Automatically create new knowledgebase articles from tickets.
Internal Communication
Web4Future eDesk'05 helps your technicians work together to resolve problems.
- Private messaging between technicians
- Notes, not visible to users, can be added to tickets to aid in troubleshooting complex issues.
Calendaring and Self-Management
Web4Future eDesk'05 lets your technicians manage their time and workflow.
- Add unlimited events and tasks to the calendar
- Specify optional e-mail reminders for upcoming tasks
- Assign tasks to multiple technicians, with varying options to specify when tasks are complete (everyone has finished the task, or at least one technician has completed it)
- Receive notifications for task completion
- Comprehensive list-oriented and calendar-oriented viewing and searching of tasks
Knowledge Base Maintenance
Web4Future eDesk'05 makes it easy for your technicians to maintain and contribute to your site's knowledge base.
- Add, edit, organize, and delete articles and categories
- Review user submissions and approve or reject them as appropriate
- View feedback from users for articles
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