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OSTicket Hosting - $5 Activation , $1/Mo

Helix Telecom

  • 500


Does your small business need simple way to manage support requests from customers?   Do you prefer to avoid the per-agent fees charged by most ticket systems?

osTicket is a widely-used and trusted open source support ticket system. It seamlessly routes inquiries created via email, web-forms and phone calls into a simple, easy-to-use, multi-user, web-based customer support platform. osTicket comes packed with more features and tools than most of the expensive (and complex) support ticket systems on the market.

Some of the most common features include.. 

  •  Customize the data collected from users when submitting a ticket to help get straight to the issue.  You can create custom lists of data to add to each ticket or specific help topics for clients to choose from when creating a ticket. Custom Fields/Forms/Lists can be added to each web ticket created or only show up when a specific help topic is chosen. They can be configured as best suits your business needs.
  • Rich text or HTML email, is supported and allows for rich text markup in staff replies and internal notes posted to the ticket thread.  Auto-Response templates also contain the rich text which allows you to further brand your help desk to your customers by adding your logo. Pictures as well as video can be added to a ticket when responding. 
  • Define rules to route incoming tickets to the right departments or staff members, and action triggers.  By using the filter system, osTicket empowers you to automate the creation and routing of tickets. Set actions such as ticket rejection, automatic department assignment or even send a canned response.
  • Configurable help topics for web tickets. Route inquiries without exposing internal departments or priorities.  Tickets can be streamlined for faster response times by being routed to pre-determined departments. Combined with custom forms, you can design a form for a specific help topics to gather additional information for specific requests.
  • Ticket locking mechanism to allow staff to lock tickets during response and avoid conflicting or dual responses.  Avoid multiple agents responding to the same ticket at the same time! You set the amount of time the lock remains on a ticket. When a ticket is locked, other staff can not respond to the ticket until the lock expires.
  • Transfer tickets between departments to make sure it's being handled by the correct staff. Assign tickets to a staff or to a team.  Tickets can be auto-assigned by help topics or departments when they arrive, but what if they need to be reassigned? No problem! You can reassign tickets to staff or a team of staff or transfer to a different department all together. Transfers and assignment notes are logged as internal notes in the ticket thread so you can keep track of where the ticket has been routed to for processing.
  • Configurable automatic reply sent out when a new ticket is opened or a message is received. Auto responses can be formatted to pull information from the ticket to personalize the email. osTicket supports placeholder variables such as %{ticket.name.first} which will become the user's first name when the automated response is sent. Auto responses can be edited and customized for each department and associated with help topics.
  • Add internal notes to tickets for staff. Activity logs let you see events or actions that have been taken, when they took place, and by whom.
  • SLA Plans allow you to track tickets and due dates without the hassle.  Get overdue alerts and notices on missed due dates, and priority escalation. Create an unlimited number of SLA Plans and assign them to help topics, departments or ticket filters.
  • All support requests and responses are archived online. User can login using email and ticket ID. No user account or registration required to submit a ticket.
  • Get system overview and basic historical statistics on tickets count and status per department, staff and help topics.  Dashboard reports give you an at a glance view at the performance and functionality of your help desk. You can also download and export more ticket detail by performing an advanced search from the ticket queue.

 

Contact our Sales Department at (855) 219-2700 today for setup information.

 

Offer limited to Helix Telecom telecommunications customers only.  $5 Hosting Activation Fee required. Monthly charges are for hosting maintenance labor charges only.  osTicket instances may be deleted if unused for more than 30 days or customer account is delinquent.   Activation fee may be charged on subsequent installations.  

Customers who would like a professional self-service website for customer ticket submissions should consider purchasing a custom domain such as "my-company-name.com".    

Installation includes 20GB data quota.  20GB limit is a "soft-cap".  Customers exceeding the 20GB limit may be asked to purchase additional storage.  Helix Telecom reserves the right monitor customer content for compliance with our Terms of Service.  In cases of violation Helix Telecom reserves the right to access, inspect, view and remove customer content without notice, warning or liability.   Helix Telecom does not fully manage the osTicket instances or provide any technical support for osTicket software. 

osTicket software is licensed under the GNU GENERAL PUBLIC LICENSE by the awesome folks over at osTicket.com.  Customers can find the osTicket license by clicking here