CSHS - Features

• MULTI-USER SYSTEM
  You can create unlimited accounts. Each of your support staff can have their own login account in the system and work concurrently.



• TICKETS
  Use our pre-made ticket by simply adding cut-and-paste code to your website. You can customize the ticket with our easy to use interface. You can also use your own custom web page and post the information directly into the CSHS system.



• INTERNAL TICKETS
  If your customers are unable to submit a ticket online (walk-in, phone call, etc.), you can submit an internal ticket and still track the issue.



• UNLIMITED TICKETS
  There is no limit on the number of tickets you receive. For your protection, there is a built in spam detector which prevents someone from spamming your account.



• TICKET SUBJECTS
  Subjects can be created to help you categorize your tickets. This keeps all the tickets organized, and helps your support staff quickly determine what type of issue the customer is requesting. There is no limit on the number of subjects you can create.



• TICKET CUSTOM FIELDS
  Each ticket contains the following fields, Name, Email, Subject, Priority, and Message. In addition to these fields, you can add unlimited number of custom fields to gather additional information from your customers.



• TICKET SECURITY
  Tickets can be enabled with SSL (Secure Socket Layer) 128-bit encryption to ensure the privacy of your customers information. There is no additional charge for enabling tickets with secure encryption.



• PERSONALIZED AUTO REPLY
  Create your own personalized auto reply message. This message will be sent to your customers to notify them you have received their request.



• TICKET TRACKING
  Your customers can track the status of their ticket without having to create a special login account. The system automatically generates a unique tracking link and sends it to the customer inside the auto reply message.



• AUTO ASSIGNED TICKETS
  The system can automatically assign incoming tickets to individual support staff based on the subject of the ticket. This routing process helps alleviate the need for someone to continuously monitor and distribute incoming tickets.



• EMAIL NOTIFICATION
  Each support staff has the option of receiving an email notification whenever a new ticket is assigned to them.



• TICKET HISTORY AND NOTES
  The system automatically tracks and logs the complete history of each ticket. The support staff can also add personal notes with each ticket for their convenience.



• FILE ATTACHMENT
  This feature allows your customers to attach a file with their ticket. This is important if you want to provide your customers with a way of sending you images, documents, or any other type of file. Attachment can be up to 200 KB in size.



• LINKS PAGE
  You can enter reference links to assist your support staff in quickly locating pertinent online information that could help resolve tickets. Links to commonly used resources, such as Search Engine, Language Translation, Dictionary, etc., are provided by default.



• REPY TEMPLATES
  Many customers ask similar questions. You can create pre-set reply templates so you don't have to type the same answer over and over again. This greatly improves the turn around time and also helps maintain a consistency in your reply.



• ARCHIVED TICKETS
  Closed tickets are stored and archived in the system. You can search closed tickets to quickly find solutions to similar questions or for general reference purpose. Tickets can be downloaded for permanent storage.



• REPORTS
  Reports can be generated to track the frequency of tickets based on various criteria. These statistics can be valuable and actually help the business identify weaknesses. Your support staff performance can also be tracked. Reports can be downloaded for your records.



• MESSAGE BOARD
  You can post messages in the system to ensure your support staff is aware of any critical issues and announcements. The Message Board menu color will change to alert support staff of new messages.



• MAKE FAQ'S FOR YOUR WEBSITE
  You can create a knowledge base of frequently asked questions (FAQ's) that can be customized and linked directly from your website. This will help your customers resolve their issues prior to submitting a ticket, which means fewer tickets for you to support.

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