•  Add, Edit, Delete Operators for any Department(s). You can assign operators to departments. Each operator can only handle the Tickets under the department(s) assigned to him. You can have unlimited operators .

•  Add, Edit, Delete Troubleshooters. Troubleshooters are a series of choice questions a customer goes through in order to pinpoint and nail his exact problem.

Here's a simplified example:

"Is your problem A, B or C." If you choose 'A', you are asked:

"Is it A1, A2, or A3." If you answer 'A2', you are given:

"Answers to problems related to A2 are 1, 2 and 3".

This is similar to Windows Help troubleshooters.

• Add, Edit/Delete Knowledgebase, where important issues can be listed for users to refer to. The Knowledgebase has multi-keywords search capability.

• Add, Edit, Delete Announcements for users to read. e.g. Keep your customers up-to-date on your latest website/product(s) news!

• Add, Edit, Delete Downloads. Forget about emailing individual people big-sized help files, PDF files, manuals, guides, etc. (which might not even reach your customers due to email filters). Provide all your downloads in Live Desk Pro where they'll be instantly available 24x7 to whomever wants them!

• See open and closed tickets. Of course, Admin can reply to any ticket(s) in any department.

• Mail is sent to user after admin replies to the ticket.

• Reopen and Close tickets

• Edit autoresponder emails content (which Live Desk Pro sends upon sign up, upon reply to ticket, etc.) Admin can edit emails sent to users and operators.

• Custom Branding and Naming - What are you going to call your customer support help desk?

Operator Features - As we mentioned earlier, under Admin Panel, you are the one who assigns Operators for every department. An Operator can only handle tickets under his department

• Reply to tickets.

• Reopen and close tickets.

• Add, Edit, Delete Troubleshooters.

• Add, Edit, Delete Knowledgebase.
  
  

In short, operators have the capability to fully manage the service and support department assigned to them.

User Features - This is what your customers can do.

• Submit a support ticket.

• Specify a department, ticket priority, ticket-subject and ticket-matter.

• Check the status of his/her ticket as often as he/she likes.

• Re-open/close ticket.

• Check the Troubleshooters added by Admin or Operator.

• Browse the Knowledgebase added by Admin or Operator.

• Download files added by Admin in downloads folder.

• Stay up-to-date by checking out what's new, by viewing the Announcements added by Admin.

• There is also a Popular Knowledgebase Topics, giving users quick access to the most popular views and issues in Knowledgebase.

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