SLA Metrics & Reports
Track customer service department performance with SLA metrics: average first response time, # of replies to close the ticket, and ticket closing time.
Let clients rate your agent’s answers by clicking on happy, neutral, or sad emotikons added after replying. Then track satisfaction with reports.
Adjust all: reply templates, autoresponders, canned replies, message templates, design, or different information visibility for each project.
Widget with REST API
Allow your users and clients to create issues and send messages from any page. Get contextual insights with autopopulate funtionality.
Before Helpdesk, we tried Jira, Zendesk, Freshdesk, OTRS and Zammad. Zendesk does not support local installation. Hosted storage has privacy issue or is very expensive with control of your data. All other systems also had other issues. So we decided to use Helpdesk plugin. Why? Price/functionality ratio is great, and the support gives fast responses with real solutions. What is more, it integrates well into Open Source infrastructure.Gerhard Gappmeier, Executive Director Software Architecture & Development—ascolab GmbH
|Redmine||3.4.x – 2.3.x|
|Ruby||1.9.3, 2.0, 2.1, 2.2, 2.3, 2.4|
|Database||SQLite, MySQL, PostgreSQL, SQL Server|
|OS||Linux, OS X, Windows|
|Browsers||Chrome, Safari, Internet Explorer and Firefox|