| Designed
for Web Business |
| Customer
support is key to any business -- especially in ultra-competitive
markets such as the Internet. With Ace Help Desk System you can provide
your customers with the support they need, without increasing their
costs. Unlike competing products which require yearl |
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Ace
Help Desk System
In addition to the features we list on our Ace
Help Desk System product information page, our help
desk system also has the following features:
Version 2.3/2.31 Stable New Features
- Staff can now reply directly thru e-mail
(as long as the reply's subject contains the
ticket ID#)
- Flagging tickets will notify users
- Changed new user e-mail to have similar
headers to other staff e-mails
- Knowledge base categories can now be edited
- Ticket history now sends an e-mail with
tickets rather than displaying them on the
web page for security reasons
- Ticket lookup e-mail added to the custom
emails section
- You can now list departments in the order
you specify
- Different custom fields are now allowed
for different departments. Custom fields for
the global department will show up for all
departments
- Departments now have descriptions
- When creating tickets, the department to
send to is now the first (and separate) step
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Version 2.2 Stable New Features
- Admin to admin private messaging
- On-login notification of new messages.
- 'You have new messages' or 'no new messages'
link on navigational bar (to left of Log
Out link)
- Send and receive private messages that
users do not see to other admin
- View message history
- Delete messages on command
- Private ticket-thread comments that the
user does not see.
- User/ticket thread history
- User can view ticket history in the
user control panel.
- Admin can view ticket history for each
user in their threads and control panel.
- Ticket history generated via E-mail
address and name comparison as well as
IP.
- View ticket by clicking corresponding
link.
- Security updates:
- Fixed truncation problems with file
attachments.
- Disabled execution of uploaded scripts.
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Version 2.1 Stable New Features
- Security Features
- Added IPs showing when user makes a
post
- IP/e-mail banning
- E-mail and spam (UCE) flood protection
- Added SMS to e-mail customizations
- Bug fixes and corrections
- Fixed issue with e-mail fetching &
forwarding
- Fixed escaping in Survey Display system.
- Fixed file attachments not attaching!
- Now shows "No Name" if name not specified
in emails
- If email can't be fetched by system,
it will forward to global admin
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Version 2.0 Stable New Features
- Close tickets on reply.
- SMS Messaging & Paging for Admins on
New Ticket Creation!
- Enhanced ticket statistic and reply statistics.
- Admin create ticket & add reply on the
same form.
- E-mail ticket responses are now functional
(I.e. a user can now reply to an E-mail notification
and it will be added to the ticket thread.)
- File attachments are also processed in E-mail
notification replies and added to the correct
ticket thread.
- Increased cookie security. Login information
is now stored in a more secure way.
- Printable ticket pages allows users and
administrators to view and print ticket threads
in a clean, printer friendly format.
- Satisfaction Surveys!
- Automatically, or manually E-mail users
who have used the ticket system and ask
them what they think of the service they
have received.
- Generate detailed, graphical reports
based on this information.
- Customize questioner fields and field
titles.
- View customized reports based on customized
field information.
- Choose several options as to how to
deliver the questioner, you may opt to
send one automatically after each ticket
is closed or to a batch of users at a
later time.
- Opt out users who have already been
surveyed by E-mail address.
- E-mail format customization
- Customize notification E-mails using
variables.
- Customize E-mail headers and footers.
- Change actual E-mail notification content.
- Delete saved auto-replies.
- Many bug corrections and other small features.
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Version 1.6-1.9 New Features
- Ticket Statistics Information Page
- E-mail Attachments and MIME E-mail is now
supported.
- Fix infamous swapped-username bug. Username
if the tech or admin is now static on login
pages.
- Cookie saved username/password is optional,
but now supported.
- Held tickets are now displayed on main control
panel window with open tickets by default.
Closed tickets are no longer displayed by
default.
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Version 1.5 New Features
- Mass respond to tickets.
- Mass close, place on hold and re-open tickets.
- Save commonly used predefined responses.
- Search now includes custom fields in ticket
creation form.
- MIME e-mail parsing is now supported
- Reply to a group of tickets at the same
time by selecting and using mass reply.
- Ability to hide departments from the public
(good for internal organization.)
- Browse tickets area will now display only
open tickets by default. You can disable this
by checking the 'display closed tickets' box
and clicking search.
- Minor bug fixes and other minor features.
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General Features
- Powerful and easy to use administration
panel.
- Secure data storage technology to protect
privacy.
- Powerful multi-administrator technology
to manage technicians.
- Unlimited technicians can attend to any
given task, or dept.
- Support for multiple departments in your
company.
- Interdepartmental movement of tickets.
- Ultra-fast, ultra-stable technological architecture
to guarantee up time.
- Can handle tens of thousands of tickets
at any given moment!
- Setup unique auto-replies for each of your
companies departments.
- Variable inclusion in replies.
- Detailed administration reports and back
end.
- Admin can view all tech-customer conversations
and add comments.
- Threads of replies can be moved to other
technicians or departments.
- Full design customization and no copyright
display requirement.
- Customize the ticket view, and ticket reply
dialogs.
- Tickets can be placed on hold, activated
or closed.
- When a ticket is on hold, the customer is
not able to reply.
- 'Hold' prevents unruly customer behavior
while keeping ticket visible.
- Fully web based control panel.
- E-mail notification options for staff.
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Installation Features
- Simple, step based installation process.
- Full, easy to read and "written in English,
not geek-talk" manual provided in DOC, PDF
and HTML format.
- Database tables and settings are automatically
created.
- There are essentially three steps to installing
the help desk.
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Upgrade Options
- Updates are handled automatically by running
the upgrade setup file provided with each
installation. Simply run the file to install
the new version of our software on your server.
No cutting and pasting of code as some of
our competitors require.
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Customization Features
- Full system is customizable.
- Customize E-mail header and footer for Auto
Reply E-mails.
- Customize the look and feel of all customer
areas of your help system via HTML based,
in-admin look and feel editor.
- Customize the look and feel of the administration
panel via header and footer files.
- Customize the signature to your help desk
responses and E-mail responses.
- Customize name of help desk in help desk
admin and for customer response E-mails.
- Customize profile and personal information.
- Change your username and password at any
time.
- Customize dept. names for customer area
and administration organization.
- Customize field items on web based ticket
creation form
- Select if a ticket form item is required,
or not.
- Create unlimited custom fields.
- Simple interface for adding and removing
custom fields.
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Ticket Creation Options
- Customers can create tickets through several
methods.
- Tickets can be created through a customizable
web based form.
- Tickets can be created through E-mail
- Ticket e-mail creation can be done via
POP3 download. You can setup multiple
POP3 accounts to be checked for each dept.
Each dept. may use its own POP3 server.
- An advanced option is also available.
This is called .forward. Will allow your
server to automatically route all E-mail
sent to a certain address to your help
desk.
- Help desk can create tickets even when installed
on a separate server.
- Help desk tickets can be created by admin
in response to phone queries.
- Tickets can be moved to the correct dept.
if they are submitted to the wrong person/dept.
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Database Options
- Database may be backed up easily and simply
at the click of a button.
- Database may be restored remotely or from
on your server by uploading a replacement
database.
- Database will be verified before being restored.
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Technician and User Accounts
- Accounts can be created in any of three
levels.
- Global admin -- the first account created
during the setup process, is an administrator
for all levels of the helpdesk.
- Department admin -- an administration
user who can manage all technicians in
a specific department. You may create
multiple department administrators.
- Technician -- a standard user who is
only able to reply to tickets in a specific
department. Cannot administer or delete
posts or tickets.
- Administration accounts can reply to all
tickets in specific dept.
- Global admin account can remove tickets
or posts individually, while other users cannot.
- Global administrators can configure settings,
other users can only view settings.
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Administration Options & Features
- View the amount of time it takes your technicians
to reply to tickets.
- View and edit posts made by your technicians
and dept. administrators.
- Edit and create auto responders.
- Edit and modify options on the server and
helpdesk.
- Search tickets by techs responding to them.
- View activity of technicians and users.
- View tickets and ticket responses for all
departments.
- Move tickets from dept. to dept.
- Delete tickets, close tickets and place
tickets on hold.
- Change status of ticket.
- View the last login time and date of your
technicians.
- View the time and date of the last action
by technician.
- View and edit the department configurations.
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Auto Responder Options
- Create auto responder e-mails for general
response.
- Create auto responder e-mail messages that
are only sent to specific department tickets.
- Create auto responder e-mails that are sent
only when a certain trigger keyword is found
in the body or subject of the ticket.
- Create multiple auto responders of each
type.
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Knowledge Base
- Advanced, multi-category knowledge base
goes beyond the standard FAQ listings that
other help desk products provide.
- Create multiple categories, sub categories,
and nested categories for your FAQ listings.
- Structure provides for ultimate ease of
use.
- Categories are easy to browse and answers
are easy to find for both customers and techs.
- Search knowledge base returns detailed results.
- Search knowledge base built in, no additional
software to buy.
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How we stack up...
We are absolutely positive that with the extensive
list of features above, and our
product to product comparison you will see
that our software provides the absolute best value
in technology. Put shortly, we give you the most
bang for your buck!
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