NetwayTicket Features

NetwayTicket Professional Edition has a multitude of features that benefit administrators, agents, and end users alike. In addition to the partial list below, all features are conveniently accessible using any browser and standard internet access. This means that users are no longer confined to one physical location so your support department can be anywhere you need them to be, at any time.

Features that Benefit End Users

• Issues resolve faster, and none fall through the cracks
• Tickets can be submitted through the web or through email
• Tickets with foreign language character sets can be composed and read
• End user is optionally notified of average response time
• The integrated Knowledge Base allows your customers to find answers to their own questions, saving your support staff time and money

Features that Benefit Agents

• Easy use through a standard web browser
• Manage customer relationships effectively
• All correspondence related to the same ticket is grouped together for easy reference
• Multiple ticket states
• Initiate outbound or incoming tickets
• Respond to tickets through email
• Pin tickets so they always get handled by the same agent
• Dual-function agents can belong to multiple groups
• Built-in spell check
• Easy escalation of issues to other agents or groups
• Ticket searching
• Ticket resolutions store the final outcome of the ticket for future reference

Features that Benefit Managers

• Simple web-based management and reporting
• Load based assignment system
• Agents may be assigned to multiple departments and groups
• Immense reporting options
• Quality assurance modes for training purposes

Features that Benefit Administrators

• Built on the Microsoft .Net 1.1 Framework
• Completely web-based
• Can be run on a shared hosting environment
• Skinnable interface
• Completely complies with POP3 and SMTP specifications
• Supports SMTP authentication