Relating to HelpDesk Features and Capabilities
• How do end-users submit requests to HelpDesk?
Your clients/users can submit tickets using two available methods. They can send an email to your support address, e.g. support@yourcompany (if setup) or they can visit the logging form HelpDesk includes to submit a request over your internet or intranet site.
• Can I setup multiple email addresses/departments?
Yes, you could have incoming email setup for any number of email addresses, an example could be: sales@domain ------> Sales Department support@domain ----> Support Department You can setup HelpDesk to assign incoming emails to their appropriate departments as in the above example.
• How many requests can HelpDesk handle?
On all of our available licenses, we do not limit the volume of tickets HelpDesk can handle, HelpDesk can potentially handle many thousands of records but this ultimately depends on the hardware you have available for utilization
• Can users send attachments with their emails or web based submissions?
Yes, your users can attach files (types and size limitations can be imposed) to tickets in their emails or via the web based logging form.
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Can staff be restricted to their own department(s)?
Yes, we recognize the need to limit your staff's access to a specific department or category and this can be achieved using the access permissions in the Administration. Staff can be permitted to view one department, multiple departments or have global roaming access.
