In order to see all the available features, we kindly recommend you to visit the demo by clicking on the demo tab above.
easy to use
We've done the hard work so you don't have to.
Many systems need a steep learning curve but BeestoHelpDesk customer service trouble ticket system is intuitive and the well designed screen layouts make the system easy for operators to learn to use.
easy to configure
Full-featured but no need to be an high level trained person to choose the right settings for your help desk. Actually no need to do nothing else than install and run. So simple since the optimal configuration is already set for you.
Absolute control over your staff. Few clicks requires to add or remove a help desk administrator. One to minimize your favorite music player and second one to pick up a Joomla user from your users list to make him part of your help desk team. For each staff you have you can decide what actions he can perform or what ticket categories he's allowed to access. Make this even easier using staff grouping advantages, they can be split into two major groups, Super Admin - access to all features and categories - and Admin - you can limit features and categories. No time to set permissions for your staff? Solved too, thanks to the BeestoHelpDesk connection with Joomla ACL.
Knowledgebase provides information, articles or answers to frequently asked questions and may reduce considerable the number of support requests. Unlimited knowledgebase articles and categories are supported.
You can create category inside category and so on without any limitations.
Your articles may contain also attachments and no limit here too. Add as many documents you want to your downloadable content attached to the knowledgebase article.
Publish or unpublish content by article or by category.
Enable or disable articles rating system.
Enable or disable search function.
These are just few options that you have regarding knowledgebase section which can be considered one of the most important feature when we are talking about a support ticket system.
E-mail notifications are sent when:
- staff or customer add a new reply to the ticket
- customer open a support ticket
- staff open a support ticket as customer
- ticket is assigned to some staff member
- customer try to recover his ticket code
Both staff and customer can access directly their tickets from e-mail notification.
Make your job even easier using frequently used messages that staff can select and send without typing the message as responses to customer tickets.
Detailed reports of all help desk events. You can see new tickets submitted, opened or resolved in a certain period of time grouped by days or months. You can view also tickets and their replies grouped by ticket categories or staff, the last one giving you a clear picture of staff activity.
Better communication with your customers when you can use attachments no argue on that. Help them sending patches, fixes, notes, pictures, any kind of documents that can speed up the support process. Customers can send you files as well. As part of help desk Super Admin group you can disable use of attachments or limit number of attachments per post, decide which file types are allowed or maximum upload file size. Attachments can be added also to your knowledgebase articles.
Staff replies or knowledgebase articles can be rated by your customers.
Find in that way the lowest or highest rated among staff and knowledgebase articles. See the ratings and take action. Push the lazy staff or eliminate one-star ranked articles to improve the bussines.
end user interface
Nice and simple, the front-end offers to your customers the possibility to open a ticket, view a ticket, explore knowledgebase in a user-friendly manner. Many of front-end elements are changeable or removable giving you the option to reach the best layout that fits your needs. Search box, attachments, top and latest articles display on home/knowledgebase page, articles preview length, number of categories per row, number of preview articles under categories, all these can be adjusted as you want. Submit ticket page is also customizable by adding text boxes, text areas, select boxes, checkboxes, radio buttons helping you to collect the right information about your customers. No hacks needed just a few clicks in the back-end under Fields section. Besides that you can edit CSS files that will give you more power over the front-end layout editing.