Service Desk Features

Turnkey Cloud Solution

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WordPress based website:

The most popular, secure and flexible platform on the internet with all WordPress goodness and plugins (for security all plugin installation need to be pre-approved)

Branding and “Look & Feel”:

With DIVI 3.0 Theme the most powerful, sleek theme on the planet – toy can create the look that perfectly mirrors your brand!
Responsive Design
Your custom colors and logo
Your branded registered domainm, you can use your own domain name or register new one with us.

Secure Socket Layer (SSL): 

for establishing an encrypted link between a web server and a browser making sure all contents and communications betwen website & user are secured.

60 days full data backup:

full backup for database & files

Content Delivery Network (CDN): 

providing high availability and high performance by distributing the service spatially relative to end-users

Service Desk Plugin:

Licensed Service Desk plugin with all regular updates

Gravity Forms
Create your own front-end ticket form with all the power of Gravity Forms

 

 

GDPR, Privacy, Audit Trails and Document Protection

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GDPR And Privacy

  • Add GDPR related disclosures upon registration
  • Track consent for up to four items
  • Create consent items that are mandatory or optional
  • Allow user to remove consent for optional items on the front end
  • Allow admins to remove consent for optional items in the wp-admin user profile screen
  • Allow users to request deletion of ticket data
  • Integrate deletion request into the privacy hooks provided WP 4.9.6 and later
  • Delete tickets
  • Allow users to download their ticket data from the front-end
  • Allow admins to export a users ticket data from the wp-admin user profile screen

Audit Trails

  • Create an audit trail log for all ticket edits
  • Create an audit trail log for all reply edits
  • Choose two different audit levels – summary and detailed
  • Select which admin or agent roles can edit tickets and replies

Document Protection

  • Select which admin and agent roles can delete attachments from tickets
  • Turn on/off the ability for end users to delete attachments in tickets
  • Option to delete all attachments automatically when a ticket is closed
  • Option to allow users and agents to override the automatic delete-on-close flag

Agent Features

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General

  •  Agents can create tickets on behalf of users
  • Agents can view only their tickets or view all tickets
  • Agents can receive ticket replies by email and send replies directly from their email inbox
  • Multiple agents can work a single ticket or hand-off tickets as needed
  • Internal private notes between agents, shown directly on the ticket in chronological order
  • Transfer ticket to another agent or department

Ticket Assignment

  • Automatically assign tickets to agents (routing)
  • Intelligent algorithms for routing tickets using ticket load – i.e.: the number of tickets each agent has open
  • Intelligent algorithms for routing tickets using products
  • Intelligent algorithms for routing tickets using departments
  • Intelligent algorithms for routing tickets using working/non-working status

Agent Productivity

  • Personal todo lists for agents
  • Personal notes for agents
  • Add support notes for clients
  • Agents can create and user multiple signatures
  • Agents can set a default signature for replies

Agent Front End

  • Untrusted agents (such as vendors and) can use a basic front-end user interface instead of being granted wp-admin access

Canned Responses

  • Canned responses allow one click response to common questions 
  • Allow responses to be personalized

Security

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Core Security

  • Private Tickets
  • Code sanitizes strings and data received from the front-end before storing and using it 
  • Lock down certain sensitive ticket tabs by role

Premium Security

  • Public Tickets
  • Customer can control if a ticket is public or private
  • Customer can control if a reply is public or private
  • Agent can control if a ticket is public or private
  • Agent can control if a reply is public or private
  • Admin can control who has access to public/private status flags
  • Admin can control if agents can view all tickets or just their own
  • Admin can set rules to define the subset of tickets an agent can view
  • Scrub tickets with sensitive data using REGEX pattern matching to identify and remove the data before saving it
  • Unregistered guests can submit ticket
  • Tickets can be manually locked to prevent new replies by the customer
  • Tickets can be automatically locked on close to prevent new replies by the customer
  • Admin can set the maximum number of tickets a customer can submit to prevent abuse
  • Admin can control whether tickets should be accepted from unknown customers via email
  • Use Google’s Invisible Captcha on registration page to prevent spam

Private Credentials

  • Private credentials vault allow users to submit passwords and other sensitive information with additional encryption.
  • Automatically remove private and sensitive data when a ticket is closed to reduce the attach surface for hackers
  • Quickly identify tickets with sensitive data

Personal Identification Numbers

  • Agent can request a PIN from the user to verify their access to a support account.
  • Admin can change all PINs in the event of a security breach.
  • Admin can invalidate all PINs in the event of a security breach.
  • User can change their PIN at any time.

Ticket Handling

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Ticket Handling Features

  • Master ticket list for agents
  • Each ticket can store hundreds of replies if necessary
  • Sort and filter by almost all ticket columns
  • Control which columns show in the ticket list
  • Bulk delete tickets from list
  • Lock tickets to prevent users from relying
  • Merge a single ticket into another ticket, automatically closing the original ticket
  • Bulk merge tickets from the master ticket list
  • Bulk edit PRIORTY, CHANNELS & DEPARTMENT directly from the master ticket list
  • Split a reply into a new ticket
  • Agents can create a favorite list of tickets
  • Agents can create unlimited CUSTOM FILTERS (views)
  • View the number of replies on a ticket directly in the ticket list
  • View only tickets that are waiting for a reply
  • Define the number of days after which a ticket is configured old
  • View only tickets that are old
  • Search for tickets by ticket ID or the ticket title
  • Control whether tickets are opened in the current browser window or a new window
  • Set custom colors for each status/ticket label
  • Set custom colors for each priority
  • Create and set mutiple user defined tags for each ticket
  • Agent can decide whether the last reply shows at the top of the ticket or the bottom of the ticket
  • Set tickets to be public or private

Reports

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Overview Of Reporting Options

  • View ticket counts by status directly in the main ticket list
  • 12+ admin dashboard widgets with charts and statistics
  • Six core highly configurable advanced reports

Admin Dashboard Chart Widgets

  • Open and Closed ticket counts
  • Chart open tickets by status
  • Chart open tickets for the last six days
  • Chart open tickets by department
  • Chart open tickets by priority
  • Chart open tickets by product
  • Chart open tickets by channel
  • Chart open tickets by agent
  • Choose from 6+ chart types
  • Configure colors types and other chart elements
  • Aging report of closed ticket count for the last six days
  • Aging report of closed ticket count by department/priority/status/product/channel for the last six days

Advanced Reports

  • Create hundreds of custom reports from the six core reports
  • Filter reports by most custom fields along with many built-in fields including agent, priority, status etc.
  • Break-down reports into a second dimennsion by core fields and most custom fields
  • Save custom reports for reuse later
  • Determine who can view saved reports by role
  • Share reports with other users
  • Ticket count advanced reports
  • Productivty analysis reports
  • Resolution analysis reports
  • Delay analysis reports
  • Distribution analysis reports
  • Trend analysis reports

Pay For Support

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Pay For Support

  • Prevent users from opening tickets if they have not paid for a support contract
  • Automatically redirect users to the store when they have exceeded their ticket allowance
  • Allow users to purchase a one-time token and automatically redirect them to the ticket page afterwards
  • Create ticket subscriptions by month/year/quarter
  • Subscriptions can be for unlimited tickets or unlimited hours
  • Subscriptions can be for a limited number of tickets
  • Subscriptions can be for a limited number of hours
  • Users can see hours/tickets remaining when opening a new ticket
  • Agents can see the status of a user subscription directly on the ticket
  • The time an agent spent on a ticket reply can be automatically added to a ticket

    Service Level Agreements

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    Service Level Agreements (SLA)

    • Calculate due dates and times for tickets based on rules 
    • Set start and end time for work days when calculating due dates
    • Set holiday dates when calculating due dates
    • Specify a cut-off time for the business day when calculating due dates
    • Set weekend days when calculating due dates
    • Set different rules for different customers
    • Set different rules for different priorities
    • Set different rules for categories, statuses, channels and more
    • Allow admins to manually override rules
    • Allow agents and admins to lock due dates on an individual ticket
    • Configure unlimited alerts for each rule
    • View tickets due today and tomorrow
    • Filter ticket list by due date

      Customization, Translation and Localization

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      Easy Customizations

      • Fully translatable
      • Admins can set labels for certain fields without a full-blown translation
      • Set content to show before the SUBJECT field on the front-end standard ticket form
      • Set content to show before the SUBMIT button on the front-end standard ticket form
      • Admin can control which features are available in an agent’s reply editor
      • Apply efficient CSS changes without affecting the rest of your site

      Translation and Localization

      • All strings can be translated into almost any language with full POT files provided
      • Use the POEDIT.COM service for free to translate new and existing languages
      • The free core version ships with 15+ languages contributed by volunteers
      • Extensive documentation available for WPML and POLYLANG

       Developers

      • Standard WordPress hooks and filters are available for all key functions for developers to tap into
      • Hooks are available for new tickets, ticket replies, ticket assignment, system initialization, custom field creation and much much more.
      • Standard WordPress UI templates can be created to over-ride the defaults without impacting the upgrate path
        l

        Satisfaction Surveys

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        Satisfaction Surveys

        • Automatically send out satisfaction surveys on ticket close
        • Send surveys with every agent response
        • One click close and survey
        • Configure all survey elements  – from the scale used to the terminology and the full contents of the email that the customer receives
        • Customize the delay between the ticket being closed and a survey being sent

          Artificial Intelligence, Machine Learning and Workflows

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          WorkFlow

          • Guide users through FAQ and Documentation categories and topics before allowing them to open a new ticket
          • Force users to search FAQs and Documentation before they can open a new ticket
          • Search FAQs, documentation and other custom post types when a new ticket is received.  If matches are found automatically send a reply.
          • Show a chatbot on your website that allow the user to query your your FAQs, documentation and other custom post types.
          • Allow Facebook Messenger users to query your FAQs, documentation and other custom post types.
          • Push data to Zapier on new tickets, new replies, ticket update, ticket close and more 
          • Control whether data is pushed to zapier using over a dozen filter types including text of tickets and replies, status of tickets and more
          • Send email, close tickets, call web-hook and more when any of the six core ticket events occur

          Artificial Intelligence

          • Connect with Google’s Dialogflow AI service to create smarter searches
          • Have a conversation powered by Dialogflow using Facebook or your own chatbot
          • Create “small talk” and use it in automated chat systems for Facebook and your own chatbot

            Live Chat

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            • Offer your customer real-time live chat

              Service Desk Core Features

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              General

              • Unlimited Tickets
              • Unlimited Agents*
              • Unlimited Users
              • Unlimited Products
              • Unlimited Departments
              • Unlimited Tags
              • Unlimited Custom Priorities
              • Unlimited Channels
              • Unlimited Custom Statuses and Labels

              Attachments

              • Attach multiple files to tickets
              • Control which fiile extensions are allowed for uploads
              • Control the maximum file size allowed for uploads
              • Drag and Drop files for upload
              • Paste images from clipboard to create files for upload
              • Store files in most cloud services

              E-Commerce

              • Synchronize product lists between SLA24 Service Desk and WooCommerce
              • Synchronize product lists between SLA24 Service Desk and Easy digital downloads
              • Validate Envato licenses before tickets can be submitted
              • Allow users to open tickets directly from WooCommerce
              • Agents can view key order and custom e-commerce status directly in the ticket (only with WooCommerce)

              E-mail Functions

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              General

              • Users can open tickets by email
              • Users and agents can correspond using only email
              • Email can be collected via POP3 or IMAP connections
              • Configure email notifications for all ticket events
              • Allow or deny accounts from re-opening closed tickets by email
              • Multiple options to control how unrecognized Email accounts are handled
              • Automatically create new accounts via email
              • Collect tickets from multiple e-mail inboxes
              • Use rules to filter and route tickets
              • Create custom commands that can execute via email
              • Prevent duplicate emails from being imported and converted to tickets
              • Do not allow replies to “locked” tickets
              • Send email alerts on six key ticket events

              E-mail Templates

              • Basic personalization of outgoing emails using 15 available ticket template tags such as {ticketid} and {message}.
              • Use template tags in outgoing emails to dynamically pull data from custom fields
              • Use template tags to show the full message thread in outgoing emails
              • Add one-click close links to outgoing notification emails

              Notifications

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              Notifications

              • Agents receive email alerts for new tickets and new replies
              • Users receive email alerts for replies
              • Team notifications via slack
              • Agent and user notifications via SMS and PUSHBULLET
              • Automatically sign up new support users to your mailchimp email list
              • Send email notifications to parties that are not directly related to the ticket – example to admins and managers
              • Send email notifications whenever the ticket status changes
              • Customize business workflows based on notifications
              • Each ticket can have a separate list of email addresses  that receive notifications
              • Each ticket can have a separate list of WordPress users  that receive notifications
              • Each agent can have a separate list of email addresses that are CCed on notifications for ticket events
              • Each customer can have a separate list of email addresses that are CCed on notifications for ticket events

              Fields and Forms

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              Fields

              • Create custom fields via simple code
              • Access 13 available custom field types
              • Create unlimited fields
              • Control placement of fields (front-end, back-end list, back-end form)
              • Read-only fields
              • Can log changes to fields
              • Control whether a field can be used by the agent to filter the ticket list
              • Use granular controls to determine which agents can view a custom field
              • Use HTML 5 patterns to control what content is allowed in a custom field
              • Create drop-down custom fields with unlimited drop-down items
              • Create “searchable” custom fields using SELECT2 (a common Javascript library)
              • Create rows and columns for custom fields using BOOTSTRAP CSS classes
              • Visually define custom fields with no coding

              Forms

              • Add custom fields to the built-in ticket form
              • Unlimited basic custom forms via simple code
              • Unlimited advanced custom forms with a visual builder
              • Create new forms from scratch
              • Create conditional logic in forms using a GUI
              • Create conditional logic in forms using code
              • Multi-page forms

              FAQs, Documentation and Knowledgebase

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              FAQS

              • Setup frequently asked questions page
              • Setup multiple FAQ pages based on categories
              • Automatically suggest topics from FAQS as users are creating tickets
              • Agents can search FAQs while responding to tickets and automatically insert personlized replies based on the search results
              • Agents can close a ticket and create and FAQ in one step 
              • Use any WordPress custom post type as an FAQ – this includes some well-known knowledgebases

              Documentation

              • Publish documentation with a beautiful pre-built template
              • Configure colors, fonts and other UI elements for the documentation template
              • Automatically suggest topics from documentation items as users are creating tickets
              • Agents can search documentation items while responding to tickets and automatically insert personlized replies based on the search results
              • Agents can close a ticket and create and documentation items in one step
              • Documentation can be created with Sections, Chapters, Categories and more

              Time Tracking

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              Time Tracking

              • Agents can manually enter time on a ticket
              • Admins can enter time adjustments to create a final time spent on a ticket
              • Agents can have their time automatically tracked and entered on a ticket
              • Agents can have multiple timers running simultanously 
              • Timers can be started automatically when a ticket is viewed or manually by the agent
              • Admin can control whether manual timers are allowed
              • Admins can edit time after the fact
              • Agents and admins can enter notes and comments for each time entry created by the system
              • Time spent can be tracked at a reply-by-reply level or just on an overall ticket level
              • Billing rates can be set at multiple levels – Agent, Ticket, Customer 
              • Invoice amounts can be calculated and exported to your billing system via CSV
              • Four different time tracking reports

                Issue Tracking

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                Issue Tracking

                • Group tickets with similar issues together
                • A single ticket can be associated with multiple issues
                • Comment once and notify all users on all related tickets
                • Private comments on issues
                • Agent-only comments
                • Email alerts on issues
                • Email template tags specific to issue tracking
                • Handle product recalls, system outages, bug reports and more

                  Automation

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                  Automation

                  • Setup processing rules for new tickets, new replies and other ticket events
                  • Assign and re-assign priorities, statuses and agents based on over a dozen ticket attributes
                  • Send replies to customers based on over a dozen ticket attributes
                  • Add notes to tickets based on over a dozen ticket attributes
                  • Send emails based on over a dozen ticket attributes
                  • Push data to Zapier on new tickets, new replies, ticket update, ticket close and more
                  • Control whether data is pushed to zapier using over a dozen filter types including text of tickets and replies, status of tickets and more
                  • Send email, close tickets, call web-hook and more when any of the six core ticket events occur

                  EMAIL Piping

                  • Automatically create tickets and ticket replies from emails
                  • Assign priorites, statuses and agents using rules specific to incoming emails
                  • Collect tickets from multiple email inboxes
                  • Assign priorites, statuses and agents based on which inbox an email arrived in

                  Automatic Ticket Close

                  • Automatically close old tickets
                  • Multiple workflows for handling old tickets based on custom status / labels
                  • Send multiple warning emails before automatically closing old tickets

                  Scheduled Tickets

                  • Create a ticket template and automatically schedule it to become a real ticket at a future date
                  • Create recurring ticket templates
                  • Set up daily, weekly and monthly recurring ticket templates

                    Integration

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                        Integration

                        • REST API
                        • Create a new ticket from many chat systems
                        • Integrate with hundreds of other systems using Zapier
                        • Push data to zapier whenever any of the 6 key ticket events occur
                        • Integrate with Google’s Dialogflow Artificial Intelligence engine
                        • Integrate with Facebook Messenger
                        • Send automated responses to FB Messenger queries
                        • Collect ticket data from multiple websites using a Widget and funnel them back to a single SLA24 Service Desk install for handling
                        • Get sentiment analysis using MONKEYLEARN to immediately know when a customer is really angry

                    e-Commerce (WooCommerce, EDD, Envato)

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                    WooCommerce

                        • Sync WooCommerce products with the SLA24 Service Desk product list
                        • Simple SLA24 Service Desk integration links on the WooCommerce dashboard
                        • Get Help button next to each WooCommerce Order
                        • WooCommerce order lists inside each ticket
                        • WooCommerce customer profile inside each ticket

                    Easy Digital Downloads

                        • Sync EDD products with the SLA24 Service Desk product list
                        • EDD customer profile inside each ticket
                        • Require a license key before allowing ticket to be submitted
                        • Require an EDD product before allowing ticket to be submitted
                        • Show the lifetime value of a customer inside each ticket

                    Envato

                        • Require an envato license key before allowing ticket to be submitted

                    Miscellenous

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                    Other

                            • Make PRODUCT Mandatory
                            • Make DEPARTMENT Mandatory 
                            • Enable/Disable PRIORITY field for customers
                            • Extensive documentation to help you use all features of SLA24 Service Desk 
                            • Responsive Design

                    ERP Features

                    Turnkey Cloud Solution

                    Learn More

                    WordPress based website:

                    The most popular, secure and flexible platform on the internet with all WordPress goodness and plugins (for security all plugin installation need to be pre-approved)

                    Branding and “Look & Feel”:

                    With DIVI 3.0 Theme the most powerful, sleek theme on the planet – toy can create the look that perfectly mirrors your brand!
                    Responsive Design
                    Your custom colors and logo
                    Your branded registered domain (We don’t offer domain registration)

                    Secure Socket Layer (SSL): 

                    for establishing an encrypted link between a web server and a browser making sure all contents and communications betwen website & user are secured.

                    60 days full data backup:

                    full backup for database & files

                    Content Delivery Network (CDN): 

                    providing high availability and high performance by distributing the service spatially relative to end-users

                    Service Desk Plugin:

                    Licensed Service Desk plugin with all regular updates

                    Gravity Forms
                    Create your own front-end ticket form with all the power of Gravity Forms

                     

                     

                    Complete HR Management

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                    Now, employee, designation, department, reporting and leave management right at your fingertips. Manage everything professionally with our complete HR Solution.

                    Accounting For Non-Accountants

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                    • The intuitive & interactive system makes it possible for even beginners to understand & work smoothly with balance sheets, debit, credit, income statements, cash flows & more.
                    • With the graphical dashboard, quickly view all important information. Go through everything you need to know to start your workday. It’s all real-time & in a single page!

                    Sales

                    • Selling in cash, credit or installments? No problem! WP ERP Accounting is flexible enough to accommodate all types of sales transactions & calculate any sales data you input.

                    Sales Transactions

                    • Get the actual scenario of everything, such as, total outstanding & received amounts, over-dues, partial & more. Create invoices or make direct payments that dynamically adjusts with customers’ accounts.

                    Receive Payments

                    • It only takes a few seconds to receive or make a payment. Just select the customer and the account where you want it. And it’s done! You can take payments both in to your petty cash or savings account.

                    Create Invoices

                    • Get single-click print-ready invoices for sales. Modify payment invoices quickly. Add multiple accounts, attach documents, download as PDF or send in mail!

                    Track Expense Transactions

                    • Like sales transactions, you can easily handle any expense transaction like purchasing goods in cash, on credit or in installments. Our clever team of developers made it simpler for you!

                    Journal Entry for Real Accountants

                    • With the state-of-the-art and intuitive interface, managing accounting has never been so enjoyable. The journal entry form is also logic-based so that you do not make any submissions mistakenly. It’s perfect for the beginner too!

                    Recruitment

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                    • Want to publish job posts and manage the entire recruitment process right from your WordPress dashboard?

                    Payroll

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                    • The payroll extension enables you to manage your employees’ salary from the WordPress dashboard.

                    Document Manager

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                    • Store and organize your office documents and share with the managers with this smart file sharing tool.

                    SMS Notification

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                    • Send SMS notifications to your contacts and employees from your ERP system using famous SMS gateways.

                    Reibmursement

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                    • Manage your office expenses from a single place where employees can request for reimburse payments.

                    ERP Core Features

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                    The Core ERP Module Including HR, CRM and Accounting modules.

                    Fully customizable depending on your ideas and needs.

                    Customer Relationship Management (CRM)

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                    General

                    • CRM is powered by a simple, smart & meaningful interface that gives customer relationship management a whole new feel!

                    Smart Contact Management

                    • Build sustainable relationships with your customers, leads, and subscribers. Managing clients just got easier!

                    Manage Users with Life State

                    • Prioritize users using life stages & compartmentalize your service. Respond to contacts according to importance and urgency for greater efficiency.

                    Built-in Mail Communication

                    • Make your correspondence directly from the user’s profile through the integrated mailing system. Don’t have to change screens anymore to conversate with your leads & clients.

                    Assign Tasks to Agents

                    • Quickly assign tasks to any of your CRM agents from within a user’s profile. Stylize the text as you like to highlight important parts. Set time & dates as deadline.

                    And much more …

                      Service Desk Integration

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                      • Using SLA 24 to provide support to your customers? Easily bring them to your CRM so you get full relationship management features!
                      }

                      Attendance

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                      • A complete attendance management system that allows employee check-in and check-out with useful reports.

                      Salesforce Contacts Sync

                      Learn More
                      • Using SalesForce to manage your customers, but want t move to your own CRM by importing contacts?

                      Inventory

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                      • An interactive inventory management system that seamlessly works with invoicing, stock and many more.

                      Deals

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                      • A smart tool to manage and guide your CRM agents on a faster and organized pipeline based sales process.

                      Asset Manager

                      Learn More
                      • Manage your office inventory with ease, assign assets to employees and collect them back on time.

                      Let’s Get Started

                      Ready To Make a Real Change? Let’s Build this Thing Together!

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