Try the integrated Help desk solution by Easy Project for improved customer care and smoother processing. There are two basic ways of creating tickets – from e-mail or from a simplified user interface. Tickets are stored in projects where you can define SLAs, pre-paid hours, transfer 'unused' hours and easily generate reports.
Tickets from e-mail or simplified user interface
Sorting of tickets into projects according to customer/products or any other criteria
Automated e-mail notifications for clients during ticket processing
Definition of SLA – time to response, time to solve, proprieties, pre-paid hours
Reports per project or client + overall stats of ticket processing
Customizable Help Desk statistics
New in 2019:
SLA reports - average first response, failed SLAs, success ratio, etc.
Ticket performance monitoring by the operator (ticket owner)
Quicker email replies from the ticket
Automatic email follow-ups from ticket
New dashboard for Help Desk managers
New dashboard for Help Desk operators
New preset dashboards with advanced statistics