HDesk General Features

Smarty Templates

All our public, admin pages and emails are built using smarty templates allowing an easier and faster editing of your website's content. You can easily modify the HTML from any or all templates by using any HTML editor.
Saved searches

Create advanced filters and save them for a faster access to the results. You can create a search to show only the tickets for user X and save it for a later use. The list will appear on the left side and you will be able to view the results simply by clicking on the saved search link. You can add an unlimited number of saved searches.
Ticket to RSS

By using our "Ticket to RSS" feature you can subscribe to any department or saved search and never lose a ticket again. This feature is very important as it allows your staff to stay informed with the newest changes and respond in real time decreasing the response time and increasing the support and effectiveness.
Ticketing Overview

HDesk features a refreshing design and way of displaying tickets and this allows your staff to easily track and manage tickets based on various information such as priority, department, creation date, last update, owner etc. The staff operator and the visitor/client can track and update support tickets through a centralized location avoiding confusion and pitfalls of your support.
Web Based Setup Wizard

The install is very easy. We keep the requirements as low as possible. HDesk features a step by step install page which helps you set up your installation in less than 2 minutes. If you're stuck, we can also provide free installation services.
Unlimited departments

You can create an unlimited number of user groups to manage tickets. HDesk chains groups with departments. This way your application remains well structured and the support is an easy process.
Quick edit ticket

HDesk allows you to quickly edit ticket details from it's page. You can change the status, department or priority with just a few mouse clicks.
Operator rating

Every response from operators can be rated by clients allowing you to view the most rated operators, organize similar answers etc
Easy ticket management

Simple to use and advanced in features. WB Ticket system allows your staff members to work efficiently and save time, money and also turn visitors into customers.
Mass replies

What if you you find 100 tickets all on the same subject. What do you do? Answer each in part and spend valuable time because that's how support is done? NO! Select them all, click "mass reply" and reply to all at once. All of the tickets will be updated and answered in a matter of seconds.
Canned replies

A big percentage of all support tickets are standard questions. Add canned replies to provide quick answers. You can also make them public and build a knowledgebase. This way you can lower down the support requests by allowing your clients to support themselves
Online staff members

Always know who is online from your staff members, from how long, how much time do they spend on average and other similar information.
Move tickets

What happends if the client wrote to the wrong department? Simple, as a staff member you can move the ticket to any other department.
Ticket history

Every action that takes place on a ticket (department change, reply, new assign etc.) is being tracked down and available on it's page. This way you can keep a close eye on every action that takes place.
Tickets ordering

HDesk has it's own rules of ordering tickets based on activity and status. For example, a closed ticket will always be shown after an open or new ticket keeping the tickets with activity in front of the other ones. Your operators won't have to search for tickets with new replies or newly created as they will always be shown first.