Compare Features

in-depth feature list for help desk, satellite help desk and service desk

Features Help Desk Satellite Desk Service Desk
TICKET / INCIDENT MANAGEMENT
Email ticketing
Outgoing email SMTP support
Internal ticketing
Tree structure with ticket counts for companies, departments and status
Merge,link and split tickets
Ticket lock or Agent collision detection
Time tracking
Custom fields for ticket creation, user registration forms
Macro or canned response
Custom ticket listing views
Custom ticket filters
Email notification to staff agents
Custom Labels, Tags and Flags
Custom ticket status, ticket type and priority
Add private ticket notes and client notes
Add private comments to ticket
Assign ticket to multiple staff agents
Export ticket to PDF and CSV
Mark spam and ban user
Customer feedback and ticket rating
Integrated custom client survey
Quick ticket and client search
Advance ticket search using different criteria
Custom email templates
Per department staff agent signature
Advance html editor
Ticket scheduling
MULTI-CHANNEL SUPPORT
Facebook integration
Twitter integration
Live chat integration
VOIP integration
HELP DESK AUTOMATION
Ticket dispatch rules using workflow
Ticket auto close rules using workflow
Ticket auto assign rules (Round Robin) using workflow
SLA and ESCALATION RULES
Setup multiple SLA plans
Business hour schedule and holiday management
Apply SLA plans to single ticket, client and department level
Multi level ticket escalation rules
SELF-SERVICE / KNOWLEDGE-BASE MANAGEMENT
Multi level category based knowledge-base
Internal knowledge-base for staff
Knowledge-base, Q and A, Suggestions and Download support
Knowledge-base suggestion for staff and client portal
Article comments and approval mechanism
COMMUNITY FORUMS
External or internal forums
Topic comments and approval mechanism
MULTI LANGUAGE and MULTIPLE TIME ZONES
Multi language support for client and staff portal
Multi language support for knowledge-base
Multi language email templates
Default company and client language setup
Different time zones for companies and staff members
TICKET BILLING
Time and ticket based billing support
Pre-paid and post paid ticket billing
Invoice creation, tax rules and payment gateway support
STAFF / AGENT ACCESS MANAGEMENT
Department wise staff access
Create teams and include staff as team members
Set operation privileges and access rights to teams
Staff hierarchy (super admin, company admins, team managers, teams and staff members)
Admin access rights and admin setting permissions
Staff import through CSV
Gamification, leader-board and quest support
CLIENT / USER MANAGEMENT
Create organization, group clients under organization
Department access to clients too
Clients notes and files attachment to client profile
Auto client registration on email, manual registration and approval mechanism
Clients can add sub contacts and set their ticket submission permissions
Client import through CSV
BLABBY
Facebook like internal tool for staff members to collaborate, share knowledge-base, get assistance to solve tickets
Supports images, attachments posts
Staff communication remains safe inside your organization
One to many and one to one blab support
TASK MANAGEMENT
Create, assign and track tasks
Recurring tasks and sub-tasks
Link task to tickets
Task notifications
CLIENT PORTAL
Fully customizable client portal templates
Responsive mobile ready portal
Self service portal customers can submit and track their tickets, manage profile and sub-contacts.
HELP DESK REPORTS AND ANALYTICS
System overview, several data and graphical reports offered
SECURITY
IP based staff login restriction
SSL support for SaaS license
Define password strength
Two factor authentication for clients
Encrypted passwords in database
INTEGRATION and SINGLE LOGIN
Social media
Live chat
VOIP
E-commerce
Billing software’s
CRM and CMS software’s
Team Communication
Remote desktop access and meeting tools
MULTI COMPANY / BRAND / PRODUCT MANAGEMENT
Single database and single staff portal with different branded client portals for each company
Complete data isolation among companies and its end users
Share staff members or keep them isolated too
Client portals with its own knowledge-base support
Websites can be hosted on different servers
Each client portal can have its own website url in browser
ASSET MANAGEMENT
CMDB (Configuration management database)
Configuration items (CI) tracking
Asset relationships
Impact analysis across CIs
Multi level CI types
Products and vendors
Financial management
Integrated with tickets / incident
PROBLEM MANAGEMENT
Problem identification
Problem analysis
Solution to identified problems
Linked with tickets / incidents
CHANGE MANAGEMENT
Plan, track and rollback changes
Change approval custom workflow
RELEASE MANAGEMENT
Linked with changes
Schedule releases
Notify everybody in organization
SERVICE CATALOG MANAGEMENT
Display services on client portal
Service requests from client portal
Custom fields for different service specification
PRODUCT AND VENDOR MANAGEMENT
Create product and vendor catalog
Include product/vendor in contract
Include product/vendor in CI/Asset
CONTRACT MANAGEMENT
create and track contracts between 3rd party or outside suppliers
Contract approval
Contract time lines and pricing
Contract expiry notification
FINANCIAL MANAGEMENT
Plan and predict IT expenditures
Tracking current expenditures
Setup depreciation methods
Auto calculating book value
MOBILE APPS
Windows phone app
Android phone app
IPhone and iPad app
DEVELOPERS REST API
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