Features
The Powerful Web-Based Support Ticket Software
100% Hosted & Web-Based
- No Installation & Zero Maintenance Comm100 Ticket is fully hosted and managed by Comm100. No software to download or install. We take care of all the hardware, software, backup and maintenance work on the sever side to simplify your IT infrastructure so that you can have more time to spend on running your business.
- High Availability & Reliability We completely understand the importance of high reliability and security to your business. To ensure the highest possible availability, we use high-end HP servers to run the application, world-class data center to host our server farm, and RAID ADG to protect your data from hard disk failure. Rigorous backup and disaster recovery plan are enforced.
- 100% Web Based You only need a web browser to use Comm100 Ticket. Comm100 Ticket is fully cross browser compatible. You can access Comm100 Ticket with any standard web browser of your choice, such as IE, Firefox, Chrome, Opera & Safari, etc.
Multi-Source Ticket Capture
- Integration with Your Existing Email System (Screen Shot)Comm100 Ticket works with your existing email server, no matter it's POP3/SMTP based or Microsoft Exchange. Just add your email acc ount information into Comm100 Ticket and you are ready to manage your emails in Comm100 Ticket.
- Integration with Your Help DeskComm100 Ticket can be integrated with Comm100 Help Desk, which allows your clients to submit tickets, view and manage their tickets in your help desk. You can set if login is required to submit tickets according to your business needs.
- Integration with Your WebsiteYou can integrate Comm100 Ticket with your website by adding a customizable contact form onto your web pages. Then your website visitors can submit their inquiries by filling in the form and you will receive them in Comm100 Ticket.
- Integration with Your Live Chat SystemComm100 Ticket can be integrated with Comm100 Live Chat, which enables you to automatically or manually attach your chat transcripts & offline messages to tickets so that you can further follow up on the customer queries until they are solved.
Ticket Tracking & Management
- Assignee/Status/Priority (Screen Shot)You can assign each ticket to a specific operator for clear responsibility. Ticket status and priority make it clear which tickets need to be handled and which need to be done first.
- Powerful Ticket Query (Screen Shot)You can create ticket queries with multiple conditions, including assignee, status, priority, department, if read, create time, etc., and save the queries for future quick use. You can also customize the columns and their display order in the ticket list for each query.
- Department & LabelDepartment allows you to group operators into their respective departments, which helps you manage tickets and email servers more efficiently. Label helps you easily categorize and locate tickets.
- Canned Response & KB ArticleYou can save frequently used messages as canned responses and quickly add them to your ticket message when handling a ticket. You can also easily insert a knowledge base article to your ticket message.
- Ticket MergeYou can merge the history of a source ticket into a target ticket. Future incoming emails, chat transcripts, offline messages and web-to-tickets to the source ticket will automatically be attached to the target ticket.
- Customer Rating Rating allows your clients to rate your ticket services and helps you identify areas for improvements.
- Web TicketWeb ticket allows your clients to view all the information of a ticket and reply to the ticket via post instead of email. You can fully customize the page style and header/footer of your web ticket page.
Ticket Processing Automation
- Auto Update Ticket Properties (Screen Shot)Automatically update ticket properties based on the rules pre-defined by you. Change a ticket's department, set a certain priority or assign the ticket to a specific person, and much more.
- Smart Auto Follow Up (Screen Shot)Based on the rules pre-defined by you, notification or follow-up emails can be automatically sent to you or your customers to increase the efficiency in resolving your customers' queries.
- Unlimited Custom Fields (Screen Shot)With unlimited custom fields, you can freely personalize your follow-up emails and tailor your web-to-ticket form. The fields can also be used to define your auto update and auto follow-up rules.
Report & Analytics
- Ticket Distribution Report (Screen Shot)This enables you to view the distribution of your tickets according to their status, priority, source, assignee, department, email server and rating in a given period.
- Performance ReportThis enables you to view the performance of your operators, departments and email servers and identify areas that need improvements.
- Non-Existent/Spam-Reported AddressThis enables you to view all the receiving email addresses which do not exist or have reported your previous messages as spam. Auto follow up emails won't be sent to non-existent or spam-reported email addresses.
Permission Settings
- Operator Permission (Screen Shot)You can define the permissions of each operator, including Manage Assigned to Me Tickets, Manage All Tickets, Permanently Delete Tickets, Manage All Queries, Manage Labels, Manage Website Integration and View Reports, etc.
- Operator Group Permission Setting (Screen Shot)You can create multiple operator groups and grant specific permissions to each operator group according to your needs, including Manage Assigned to Me Tickets, Manage All Tickets, Permanently Delete Tickets, Manage All Queries, Manage Labels, Manage Website Integration and View Reports, etc.
For more detailed features, please check out the Feature
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