1. 100% Web Based - All your support staff and customers need to use Hot help Desk is a web browser. There's no plugins or other files to download.
2. Ticket assigned automatically - Administrators can create rules for automatically assigning tickets to groups or technicians based on different criteria. These rules can also be easily arranged in order of priority over each other.
3. Customizable Queue - Techs can quickly and easily modify how the ticket queue is displayed, including which columns to show, how many tickets are displayed in the queue, which types of tickets to display and the sort order of the tickets.
4. Customer Portal - Customers can log in and open, view and modify tickets through your web site, eliminating the need for them to sit on the phone on hold waiting for a tech to take their information. Automated e-mail alerts will keep them up to date on ticket progress, greatly shortening response time when action is required on their part. They can also update their account information, view open and closed tickets and search support articles.
5. Complete ticket history - Every ticket has a complete history of its progress on the History tab of the ticket form. Every time a tech adds a resolution or changes the ticket status, or when a customer responds through the web ticket system an entry is made, complete with ticket status and timestamp.
6. Automated e-mail alerts - Email alerts can be setup to alert customers when action has been taken on their ticket, and to alert the assigned tech when the customer provides further responses to their open ticket.
7. Automatic ticket creation from POP3 emails - Incoming emails can be turned into support tickets automatically. As soon as the message is received on your pop3 server it will appear in the technician's ticket queue.
8. Automatic appending to existing tickets from POP3 email responses - Responses to email notifications are appended to the history of the corresponding existing tickets. This elimiates the need for the customers and technicians to always login to reply to a ticket.
9. File Attachments - Both technicians and customers can attach files to tickets to add even more flexibility to the types of data that can be tracked and shared. The administrator can define maximum file sizes and more.
10. Online Support Articles - From the administration console you can create, edit and delete support articles that serve two important purposes. The first is to provide customers a form of "self help", which allows them to quickly find resolutions to known issues, taking some of the burden off of support techs allowing them to focus on more complex issues. And the second is to provide a knowledge base for support techs to quickly look up resolutions to known issues, which in turn trains the tech on known issues.
11. Powerful Administration Console - Nearly every aspect of Hot Help Desk can be controlled from this administration system. For example, you can add/edit/delete support techs, support groups and customers, manage e-mail alerts, customize fields of the ticket form, add/edit/delete support articles (includes a powerful HTML editor for adding vibrant content), and view graphical reports that show current, weekly, monthly and yearly statistics.
12. Powerful Report Builder - Create, save and run your own custom reports using the web based report builder. Select time frames, technicians, customers, groups, statuses, escalation levels and more and store the reports in the database for running when you need to see the data you want.
Wesite: http://www.hothelpdesk.com/
Download:: http://www.hothelpdesk.com/