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 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

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

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 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

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

• 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 (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

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

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

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

• Offer your customer real-time live chat

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

• 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

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

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

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

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

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