Overview

Features

Advanced Search

Narrow down your search criteria with Advanced Search. You can save your selected criteria for ease of future searches and can even include custom fields in your search criteria. Search results are populated into their own queues and can be exported into a CSV file. Agents can also select the exported fields to reduce clutter in the export. Click here to learn more about Advanced Search.

Agent Alerts

Email messages which can be enabled to alert agents of the events in a ticket’s lifecycle. Click here to learn more about Agent Alerts.

Agent Collision Avoidance

Ticket locking mechanism to allow staff to lock tickets during response to avoid conflicting or dual responses. Click here to learn more about Agent Collision Avoidance.

API

The API built into SupportSystem allows you to write your own html forms and push the data into the helpdesk to open tickets. Click here to learn more about API integration for Ticket creation.

Assign, Transfer, & Refer

Transfer tickets between departments to make sure it’s being handled by the correct agents, or assign tickets to a particular agent or team of agents. Refer a ticket to maintain view-only access to tickets when transferred or assigned to a department/agent. Tickets can be auto-assigned by help topics or departments when they arrive, but what if they need to be reassigned? No problem! You can reassign tickets to agents or a team of agents or transfer to a different department all together. Transfer, Assignment, and Referral notes are logged in the ticket thread to keep track of what’s happened in the ticket. Click here to learn more about Assigning, Transferring and Referring.

Auto-Responder

Configurable automatic reply sent out when a new ticket is opened or a message is received. Auto responses can be formatted to pull information from the ticket to personalize the email. osTicket supports placeholder variables such as %{ticket.name.first} which will pull the user’s first name in the auto response. Auto responses can be edited and customized for each department as well as associated with Help Topics. Click here to learn more about Auto-Responses.

Custom Emails

An unlimited number of email addresses can be routed through the help desk. With SupportSystem, an external email inbox can be fetched or forwarded to a SupportSystem subdomain email address(s) within the help desk (e.g. @yourcompany.supportsystem.com). You can also set up SMTP on the address for outgoing mail. Click here to learn more about routing email addresses through the system.

Subdomain Emails

There are 3 examples of email addresses built into the system, but they can be edited/deleted if necessary. With the SupportSystem subdomain, an unlimited number of addresses can be added by adding a new email address and typing anything before the “@” symbol of the subdomain. Click here to learn more about Built in Email-Addresses available with SupportSystem subdomains.

Canned Responses

You can create Canned Responses for quick answers to common questions or a specific phrasing of a response for agents. Canned responses can also include photos, videos, links and attachments. Click here to learn more about Canned Responses.

Canned responses can be automatically appended to tickets based on the Ticket’s criteria, with the use of Ticket Filters. Click here to learn more about Ticket Filters.

CAPTCHA

Enable CAPTCHA on the Client Portal to verify an incoming ticket is the result of human activity. Click here to learn more about CAPTCHA in SupportSystem.

Collaborators

Collaborators can be added to tickets by both Agents and End-Users, allowing additional users to be cc’d or collaborate on the ticket. Click here to learn more about Collaborators.

Configurable Agent Access

Agents are given access to the help desk with the intent to respond and resolve the tickets. When adding an Agent to the help desk, they will need to be assigned to a Primary Department and given a Primary Role for the Tickets/Tasks routed to that department. Agents can be given Extended Access to additional departments of the help desk as well as assigned different Roles to those departments; this can be configured in the Access tab of the Agent’s Profile. Click here to learn more about configurable Agent Access with Role Permissions.

Configurable User Registration

Registration can be required for Users to create tickets on the Help Desk to prevent random tickets or to limit Users’ accessibility to the help desk. If Registration is required, there are a few options of registration methods for end-users. You can disable registration, making all Users guests. You can set the registration method to Public, allowing anyone to register a User account. You can also set the Registration method to Private, only allowing Agents to register Users. Click here to learn more about configurable registration for end users.

Custom Columns/Queues

A custom queue is a view of tickets based on a custom criteria that you specify. It allows you to create your own personal views of tickets and specify what information you would like to see. A custom column is an additional field that is not displayed initially when viewing the ticket tab. Using custom columns allows you to include these fields in the ticket list. Click here to learn more about Custom Columns and Queues.

Custom Domains

For branding purposes, it is often important to associate your helpdesk with your own existing URL. You can add your own custom domain to SupportSystem and we will automatically provide the SSL certificate for the domain, via Let’s Encrypt. Click here to learn more about Domains in SupportSystem.

Custom Email Templates

SupportSystem contains stock messages that are sent out to both Agents and End Users during specific events of a ticket’s life cycle. These email message templates can be edited and disabled globally or locally, as well as cloned and assigned to different Departments. When editing, the messages in the templates each have an HTML/Rich Text toolbar for design and brand flexibility. Click here to learn more about Custom Email Templates.

Custom Forms, Fields and Lists

Customize the data collected from users when submitting a ticket to help get straight to the issue. You can create custom lists of data to add to each ticket or specific help topics for clients to choose from when creating a ticket. Custom Fields, Forms and Lists can be added to each web ticket created (as well as to individual Users or Organizations) or only show up when a specific help topic is chosen. They can be configured as best suits your business needs. Click here to learn more about Custom Forms, Fields and Lists.

Dashboard

Meant to be a historical marker of the metadata in your help desk, the Dashboard will give you an overview of tickets in your help desk. The data can be filtered by date as well as Departments, Help Topics, and Agents. This data can also be exported into a CSV file. Click here to learn more about the Dashboard.

Email 2FA

With email two factor authentication enabled, agents are sent an email with a code they must use to successfully log into the helpdesk. Admins also have the option to require staff to set up 2FA in order to use the helpdesk. Click here to learn more about Email 2FA.

Exports

Data can be exported relevant to Tickets, Tasks, Agents, Users and Department information in the help desk.

Help Topics

Configurable help topics for web tickets allow you to route inquiries to exactly the right department for swift resolution. Tickets can be streamlined for faster response time by being routed based on predetermined new ticket options. Combined with custom forms, you can design a specific form for each help topic to gather additional or particular information for each request type. Click here to learn more about Help Topics.

HTML Rich Text Toolbar

An HTML Rich Text toolbar allows you to format your messages, upload and share photos and videos, as well as attach hyperlinks. Click here to learn more about the HTML Rich Text Toolbar.

Inline Edit

With Inline Edit, an Agent can modify an individual field on a ticket without having to edit the entire ticket. Within the ticket header, each field that can be edited inline is selectable (highlighted in blue) and can be changed by simply clicking the field value. Inline editing can be done on a ticket’s standard fields as well as custom fields. Click here to learn more about Inline Edit.

Knowledgebase

An unlimited number of FAQ’s can be added to the Knowledge Base. These FAQs can be marked as private if it is for internal view only or public if it is to be visible on the Client Portal of the help desk. Click here to learn more about the Knowledgebase.

Answered/Unanswered

This allows the Agent to mark the ticket as Answered or Unanswered (depending on its current state). Click here to learn more about marking tickets as answered/unanswered.

Organizations

Organizations can be created to add/associate users in the help desk to the organization. Within the Organization Directory, the settings can be edited to add agents as Account Managers of the Organization which will allow them to be auto-assigned to all tickets created by users of that organization. Additional automations can be set as well within Organizations. Click here to learn more about Organizations.

SLAs with Schedules

SLA Plans allow you to track tickets and due dates without the hassle! Get overdue alerts and notices on missed due dates, and priority escalation. Create an unlimited number of SLA Plans and assign them to help topics, departments or ticket filters. Associate Schedules with your SLAs to specify hours of operation for your help desk so that Tickets will only be marked overdue during those times. Click here to learn more about SLA’s and Schedules.

System Languages

Choose a system primary language and optionally secondary languages to make your interface feel localized for your agents and Users. Current system language options include: English, Chinese, French, German, Italian, Japanese, Russian and Spanish. We plan to further expand the languages options available in future updates. Click here to learn more about System Languages.

Tasks

Create an internal to-do list for agents. Tasks can be associated with tickets or they can stand alone in the help desk. When tasks are ticket-related, this prevents the tickets from being closed until all tasks within the ticket are complete. Add collaborators to include external users to the task items while keeping them separate from the ticket thread and contents. Click here to learn more about Tasks.

Teams

Teams allow you to pull Agents from different Departments and organize them to handle a specific issue or user via a Help Topic or Ticket Filter. Click here to learn more about Teams.

Thread Actions

The ability to create a Ticket or Task from a Ticket’s thread entry or from a Task’s thread entry. Click here to learn more about Thread Actions.

Ticket Filters

Define rules to route incoming tickets to the right department, agents, as well as trigger actions. By using the filter system, SupportSystem empowers you to automate the creation and routing of tickets. Set actions such as ticket rejection, department/agent assignment or even send an automated canned response. Rule criteria of filters can include any custom field added to the forms as well as user data. Click here to learn more about Ticket Filters.

Ticket Merge and Link

The Ticket Merge feature allows you to combine two or more Tickets so that their threads will all be in one Ticket. We will call this the Parent Ticket. Linking allows you to group tickets together without actually manipulating any Tickets. It just gives you a quick way to access Tickets that may be related in some way. Click here to learn more about Ticket Merging and Linking.

Ticket PDF

The Expanded Print View feature allows an Agent to print more than just Thread Entries and Internal Notes. It offers the option of printing all of the Ticket’s Thread Events in the PDF. Expanded Print View renders all Thread Events like Ticket changed Status, Field value updated, Ticket Owner changed, etc. This feature requires no special permissions or settings in order to utilize it. Click here to learn more about Ticket PDF downloads.

User Portal

All support requests and responses are archived online for end users. Users can login using their email address and a ticket number or they can register a profile for full access to all tickets they are associated with. You can also build out a robust knowledge base for users to self service their issues. Click here to learn more about the User Portal.

Plugins

Audit Plugin

The audit plugin lets you track activity that goes on in your helpdesk. It keeps track of ticket activity done by users and agents as well as configurations done in the backend by administrators. This information is then stored in reports that can be viewed or exported when viewing a ticket, user, agent, or the audit log dashboard. Click here to learn more about the Audit Plugin.

SAML Plugin

The SAML Plugin provides a configurable authentication backend for authenticating staff and clients using a SAML IdP. Click here to learn more about the SAML Plugin.

Email Two Factor Authentication

With email two factor authentication, agents are sent an email with a code. Click here to learn more about Email Two Factor Authentication.

Two Factor Authentication

The Two Factor Authentication plugin allows Agents to use Authenticator Apps (such as the Google Authenticator App) on their phone for 2FA. If configured, Agents will need to use the code displayed in the app to log into the helpdesk. Click here to learn more about Two Factor Authentication.

Password Management Policies

The Password Management Policies plugin allows helpdesk Administrators to enforce custom requirements for Agents’ and Users’ passwords in the helpdesk. Click here to learn more about the Password Management Policies plugin.