Trellis Desk boasts an impressive set of features that will simplify and expedite the customer support cycle at your business or organization -
All the basics
Create an unlimited number of departments to which your users can submit support tickets, like "Sales", "Billing", and "Technical Support".
Ticket priority levels
Determine which tickets require your immediate attention based on their user-
Canned ticket replies
Insert commonly used responses with just one click. Say goodbye to typing out the same old message over and over again.
Restrict users from visiting particular areas of your helpdesk, and prevent staff members from accessing certain administrative functions or ticket departments.
Allow users to upgrade, or "escalate," a support ticket and ensure it receives attention. Set the amount of time that must elapse before a ticket can be escalated
Assign any ticket to a particular staff member who can better address the issue.
More advanced features too
Quickly perform an action on several tickets at once. Hold, move, close, delete, or reopen numerous tickets in a matter of seconds.
Rich text editor
Dynamically apply text formatting to your ticket replies such as bold, italic, and underline. Use spellcheck to locate misspelled words.
Helpdesk RSS feeds
Generate an RSS feed of all the tickets in your department. Add the feed to your newsreader and watch the tickets roll in (ideally not).
Users and staff members can attach a file to their ticket reply, if their group permissions allow it. Share documents, error logs, or code.
Change the appearance of your helpdesk by editing templates and CSS from within the administration control panel. Import new skins or export ones you've made.
Edit language strings from within the administration control panel. Import new language packs or export translations you've made. (Trellis Desk ships in US English and now in French Canada.)
Manage articles and categorie
Create a collection of pre-
Article ratings and comments
Allow users to submit a star rating for any knowledgebase article and leave comments on the article page itself.
Smart display of KB articles during ticket submission
Before your users submit a new ticket, Trellis Desk can automatically show relevant knowledgebase articles that may assist them in resolving their issue — potentially reducing your helpdesk ticket volume.
Email piping and notifications
Pipe support emails into your helpdesk
Allow customers to send support inquiries to a designated email address at your domain (i.e. firstname.lastname@example.org) where they will automatically be registered as tickets in your Trellis Desk system.*
Receive notices via email when new tickets and ticket replies are posted in your helpdesk.
* Email piping requires a webhost that supports piping incoming mail through use of a forwarder. Please note that email piping functionality and POP3 support for incoming emails does not support all server configurations; your mileage may vary.