New Features: New Ticket Instructions

You may customize your contact form by adding additional instructions that are specific to your service or product. Please use setup/New Ticket Instructions.

New Features: Carbon Copy

You may assign any custom field to keep a list of email addresses. Each customer side email message will be copied to the list. Please note:

1. You must create the field first (setup/Ticket Settings).
2. Use setup/Operations to enable the feature.
3. When specifying multiple email addresses use comma, e.g.

marry@example.com,bob@example.com

4. Only customer side messages will be copied to the list.

New Features: Message Copy

When posting a new message you may specify operators to receive a copy. Please note that the feature applies to a single message only.

New Features: Email Verification

To prevent automated submission of SPAM messages the HelpDesk Connect will put on hold any new tickets received via email. It will notify the sender and provide a link to complete ticket submission. The feature applies to new tickets only. Follow-up messages to existing tickets are always accepted. The feature is optional and is disabled by default; please use Setup/Operations to activate.

New Features: Form Verification (a.k.a. Captcha)

To prevent automated submission of SPAM messages the HelpDesk Connect will show an image with verification code on a new ticket submission page. A customer must type this code to submit a ticket. The feature is optional and is disabled by default; please use Setup/Operations to activate.

New Features: Time Tracking and Reporting.

Time tracking is available on per message basis. An operator may specify how much time it took to prepare and post a message. The feature is optional and it is disabled by default, please use Setup/Operations to activate.

Reporting is available for users with administrator and supervisor privileges.