Create tickets on behalf of users by email instead of from the agent interface, or forward a user email to an email address configured to automatically create tickets.
Apply labels to tickets, user/organization records, articles/news posts/downloads and feedback items in order to categorize or understand them with ease.
After selecting a filter, results that meet filter criteria are displayed in lists - where you can view and select helpdesk items to interact with or work on.
Categorize tickets using extra fields that contain information including category, product, and workflow. Make certain fields compulsory to creating tickets.
Set triggers to respond only to certain particular events depending on whether it was initiated by a user or agent, or via the web interface, email or API.