|
| *NEW* Event-driven architecture |  | | | |
| *NEW* Notification Profiles | | | | |
| *NEW* Assign actions to events (e.g. transfers, escalations, notifications, etc.) | | | | |
| *NEW* Service Level Agreement (SLA) compatible | | | | |
|
| *NEW* Advanced remote ticketing | | | | |
| *NEW* Auto-suggest relative tickets | | | | |
| *NEW* Auto-suggest relative KB articles | | | | |
| *NEW* Comments and resolutions | | | | |
| *NEW* Link tickets | | | | |
| *NEW* View / search ticket history | | | | |
| *NEW* Intelligent ticket routing | | | | |
| *NEW* Ticket preview pane | | | | |
| *NEW* Ticket status icons | | | | |
| *NEW* Email Signature | | | | |
| *NEW* Canned Replies | | | | |
| *NEW* Transfer tickets (to agents, departments, and groups) | | | | |
| *NEW* Search previous tickets | | | | |
|
| *NEW* Manage chat queues | | | | |
| *NEW* Audible and visual alerts | | | | |
| *NEW* Chat idle time warning levels | | | | |
| *NEW* Administrator participation without transfer (coaching) | | | | |
| *NEW* Suggest relative KB articles | | | | |
| *NEW* Auto-detect associated ticket number | | | | |
| *NEW* Handle chats inline or as a popup | | | | |
| *NEW* Support for alternate agent avatars and indentities (aliases) | | | | |
| *NEW* View / search chat history | | | | |
| *NEW* Search previous chats | | | | |
| *NEW* Transfer chats (to agents, departments, and groups) | | | | |
| *NEW* Automated responses | | | | |
| *NEW* Multiple chat session support | | | | |
|
| *NEW* STReportingFramework | | | | |
| *NEW* Unified reporting (with all SmarterTools applications) | | | | |
| *NEW* Summary Reports (17 system and 18 agent) | | | | |
| *NEW* Trend Reports (26 system and 18 agent) | | | | |
| *NEW* Define report favorites | | | | |
| *NEW* Scheduled and On-demand email reports | | | | |
| *NEW* Define custom reports | | | | |
| *NEW* View cost reports | | | | |
| *NEW* View custom field reports | | | | |
|
| *NEW* Hidden departments | | | | |
| *NEW* Automate escalation with events | | | | |
| *NEW* Quality control | | | | |
| *NEW* Database optimized for large volumes | | | | |
| *NEW* Supervisor Monitoring | | | | |
| *NEW* Real-time monitoring of tickets | | | | |
| *NEW* Live monitoring of chats | | | | |
| *NEW* Define company structure | | | | |
| *NEW* Optional external providers | | | | |
| *NEW* Configurable access levels by role | | | | |
|
| *NEW* Native web server included | | | | |
| *NEW* Internet Information Server (IIS) 5.0+ supported / recommended | | | | |
| *NEW* Stand-alone install included | | | | |
| *NEW* Compatible with shared hosting environments | | | | |
| *NEW* Supports MySQL Server 4.1 and above | | | | |
| *NEW* Supports SQL Server 2000 and above | | | | |
| *NEW* Implementation in Microsoft .Net 2.0 | | | | |
|
| *NEW* Set stale dates for articles | | | | |
| *NEW* View unsuccessful queries | | | | |
| *NEW* Edit multiple KB articles concurrently | | | | |
| *NEW* Mark as reviewed | | | | |
| *NEW* Mark as needs to be reviewed | | | | |
| *NEW* View statistics of an article | | | | |
|
| *NEW* Define custom fields for chats and tickets | | | | |
| *NEW* Link to third-party databases via external providers | | | | |
| *NEW* Authenticate customer and agent logins via third-party sources | | | | |
| *NEW* Create canned replies for common questions/incidents | | | | |
| *NEW* Web services allow for integration into other applications | | | | |
|
| *NEW* STInterfaceFramework (standardized skinning and elegant navigation) | | | | |
| *NEW* Optimized AJAX controls provide desktop application performance | | | | |
| *NEW* Multi-language support | | | | |