Complete feature list

Ticket system

Central hub for all customer inquiries. Regardless of channel - email, chat, form or phone - every ticket lands in one queue.

• Create tickets manually, from email or automatically
• Priorities: low, normal, high, urgent
• Statuses: new, open, pending, resolved
• Automatic assignment to agents (round-robin or rules)
• Escalation - automatic transfer when SLA exceeded
• Tags and categories for ticket organization
• Internal notes (invisible to customer)
• Response templates - ready-made texts for common questions
• Ticket merging - combine duplicates
• Change history - who changed what and when
• Macros - automated actions (status change + assign + reply)
• Custom views - filter by status, priority, agent

Live WebChat

Chat widget on your website. Customer types, agent responds in real-time. When agents unavailable - AI chatbot or offline form.

• Widget embedded with a single script
• Customizable colors, position and behavior
• Proactive chat greeting
• AI chatbot - responds from knowledge base when agents offline
• Offline form - collects data when chat is off
• Full conversation history
• Agent transfer
• Multi-site - one widget, multiple domains
• Sound and desktop notifications
• Typing indicator

Email inbox

Shared inbox for the entire team. Customers email support@, team sees and responds from one panel.

• Connect any email address (forwarding or IMAP)
• Shared inbox - multiple agents, one address
• Automatic email-to-ticket conversion
• Response templates with placeholders
• Email signatures - per agent or team-wide
• Automatic rules - tag, assign, reply based on content
• Tags and folders
• Collision detection - warning when two agents reply to same ticket
• CC/BCC support
• Attachments up to 25 MB

Artificial intelligence

AI built into every element of the helpdesk. From answer suggestions to website chatbot.

• Answer suggestions based on knowledge base
• Automatic classification - recognizes ticket type and priority
• Sentiment analysis - detects customer frustration
• AI chatbot - responds to customers 24/7
• Knowledge base search - semantic search
• Conversation summary for next agent
• Suggested tags
• Real-time translation
• Duplicate detection
• Continuous learning - more answers mean better suggestions

Knowledge base

Self-service portal. Articles, FAQ, guides - searchable by AI.

• WYSIWYG editor
• Categories and tags
• Full-text + semantic search (AI)
• Customer portal on custom domain
• Article feedback
• Statistics
• Multi-language
• Embeddable widgets
• Import/export Markdown/HTML
• SEO - meta tags, sitemap, URL slugs

Reports & SLA

Monitor team performance, track SLA and make data-driven decisions.

• Dashboard with key metrics
• First Response Time
• Resolution Time
• SLA goals and monitoring
• Agent workload report
• Customer satisfaction (CSAT)
• Per-channel reports
• Trend charts
• CSV/PDF export
• Automatic SLA alerts

Automation

Automate repetitive tasks. Rules, macros and workflows eliminate manual work.

• Automatic rules - IF ticket contains X, THEN assign to Y
• Macros - one click = status change + tag + reply
• Auto-close - close unanswered tickets after X days
• Auto-assign - round-robin or skill-based
• SMS notifications for urgent tickets
• Webhooks for external integrations
• Time-based escalation
• AI auto-tagging