Saved replies with macros
Saved replies – affordable and useful tool for saving you time. You can create saved reply if you answering the same question frequently. They can be utilized in any form of customer communication: from inquiry, to request, to support. Saved reply templates are usually created during the support process.
Conversation feed filtering
You can filter all conversations on the ticket page for the easier organization. Filtering Conversations allow you to view messages by author and status selectively. Agents love it when is hard to monitor and control a long feed.
Cc and Bcc fields
Both of these are fields for email addresses to which you want additional copies of your message to be sent.
Public comments can be read by anyone who has access to the ticket. You can also add individual comments to tickets. These comments are only visible to other agents, not to the ticket requester or any other end-users that may have been CC’d on the ticket.
A simple listing of the date and time a request was assigned to someone and who it was that assigned it as well as status changes. The activities feed in a ticket shows you a quick log of all the activities that have been happening on it.
Add fields to your contact form
Customize a contact form by adding ticket category. You can sign an exclusive agent to specific ticket category (for example – feature request).
You can export your tickets list to a CSV whenever you want to create custom reports or presentation for the manager.
HelpCatcher – embed tool
HelpCatcher is a simple embed code you can add to your website, which enables customers to contact you without leaving the page. Choose background, hover colors, conversation text and be prepared for a new flow of customers requests.
All of this features, you can find in a Pro-version.