| Feature list | Free ($0) |
|---|---|
| TICKET MANAGEMENT | |
| Email ticketing | Yes |
| Multiple shared inboxes | Yes |
| Automatic email notifications | Yes |
| Merge tickets | Yes |
| Split tickets | Yes |
| Watch tickets | Yes |
| Time tracking | Yes |
| Ticket templates | Yes |
| Satisfaction surveys | Yes |
| Assume identity | Yes |
| Outbound email | Yes |
| Ticket export | Yes |
| Annotated image attachments | Yes |
| Undo send | Yes |
| Sort ticket conversations | Yes |
| Ticket activities | Yes |
| AGENT PRODUCTIVITY | |
| Shared canned responses | Yes |
| Personal canned responses | Yes |
| Agent collision detection | Yes |
| Traffic cop | Yes |
| Public and private notes in tickets | Yes |
| Filtered Search | Yes |
| Integrated game mechanics | Yes |
| Occasional agents | Yes |
| Dynamic placeholders | Yes |
| Custom ticket views | Yes |
| Tags | Yes |
| Quick actions | Yes |
| Summary app | Yes |
| To-dos | Yes |
| Add reminders on to-dos | Yes |
| Canned forms | Yes |
| HELPDESK AUTOMATION | |
| Automatic ticket assignment using Dispatch'r | Yes |
| Time-triggered automations using Supervisor | Yes |
| Event-triggered workflow automations with the Observer | Yes |
| Multi-task workflows with one-touch Scenario automations | Yes |
| Round robin ticket assignment | Yes |
| Load balanced ticket assignment | Yes |
| Skill based ticket assignment | Yes |
| SLA MANAGEMENT | |
| Business rules management through SLAs | Yes |
| SLA reminders | Yes |
| Escalation emails for SLA violation | Yes |
| Multiple SLA policies | Yes |
| Product, group and company level SLAs | Yes |
| SOCIAL SUPPORT | |
| Twitter channel | Yes |
| Facebook channel | Yes |
| Custom Dashboard | Yes |
| COLLABORATION | |
| Linked tickets | Yes |
| Shared ownership of tickets | Yes |
| Parent-child ticketing | Yes |
| TICKET FORMS | |
| Embeddable feedback widget | Yes |
| Custom status | Yes |
| Custom ticket fields | Yes |
| Dependent fields in ticket forms | Yes |
| Dynamic ticket forms | Yes |
| SELF SERVICE | |
| Knowledge base | Yes |
| Private Knowledge Base | Yes |
| Email to Knowledge base | Yes |
| Auto suggest solutions | Yes |
| Automatic sitemap generation | Yes |
| Community forums | Yes |
| REPORTING | |
| Agent and group performance | Yes |
| Helpdesk in-depth report | Yes |
| Ticket drill down in reports | Yes |
| Schedule Data Export | Yes |
| Default dashboard | Yes |
| CUSTOMIZATIONS | |
| Public portal customization | Yes |
| Custom domain mapping | Yes |
| Complete portal customization | Yes |
| Customizable agent roles | Yes |
| API access | Yes |
| SUPPORT | |
| 24x7 Email Support | Yes |
| 24x7 Phone Support | Yes |
| Dedicated Account Manager | Yes |