H2Desk

H2Desk offers web based help desk software that lets you answer support tickets using predefined replies.

Features include:

• Available in hosted and downloadable versions.
• Auto email-to-ticket conversion.
• Auto-response.
• Email notifications.
• Multilingual and time zone independent.
• Highly customizable.
• Multi-channel ticket management system:
  • Ticket assignment ruling.
  • Ticket alerts without a browser.
  • Ticket field customization.
  • Update ticket status from email.
  • Ticket status reporting.
• Track SLA's and billable time.
• Customizable templates and portal page.
• Personalized dashboard staff stats.
• Create self service center:
  • Private and public viewing.
  • Content rating.
  • Knowledge base article library.
  • Tutorials library.
  • File library.
• Support side bar.
• Private user for feature for all library content.
• Predefined (canned) replies.
• Pro version:
  • Unlimited departments and customers.
• Cloud hosted:
  • Unlimited customers and tickets.
  • SLA expiration reminders and escalation.
  • Automatic ticket assignments.
  • Group users by company.
  • Canned and customizable reports.