MaQma Helpdesk

The Helpdesk Component is an advanced support system, which is also known as Customer Service or Customer Support Software. With this effective and efficient solution you will be able to implement, manage and create a flexible customer support solution, efficient for both customers and support staff.



Flexible yet powerful structure:
* Flexible security structured with different permission levels for both customers and support staff
* Complete solution including ticket, knowledgebase and task management plus other great value-add features
Contract based support:
* Limits based on years, months, days, number of tickets or labour hours
* Configurable per workgroup, allowing to use the same system to support ad-hoc and contract based clients.
Advanced ticket options:
* Dashboard view with filtering and search capability
* Support agents can build their own views
* Extensive ticket detail including ability to add replies, notes, time spent and task tracking to each ticket
* Timesheet reporting, allowing you to track time spent
* Pre-defined replies
* Custom fields
* Automatic and manual ticket assignment
* File attachments support
Glossary:
* Allowing explanation of technical terms
* Keyword auto highlight: any known keywords used in Knowledgebase are highlighted offering instant explanation
Export engine:
* Ability to export to csv format customisable set of fields
* History of exports are tracked and available for redownload (while records marked as exported)
Knowledgebase:
* Categories support
* Support for usability rating by users
* Attachment support
* Comments support
* Ability to hide via publish/unpublish
Reporting engine:
* Workgroup analysis
* Client Analysis
* Support Staff Analysis
* and more…
Other handy features:
* Ability to stick tickets to appear at the top
* Ability to bookmark ticket(s) and knowledgbase article(s)
* Ability to post system-wide through to client specific announcements
* Email fetching, Support for replying and creating new tickets via emails (currently support POP3 and IMAP)
* and much more…

Integrations with JomSocial
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MaQma Helpdesk integration with JomSocial is available in different ways:
* Show the customer status inside a ticket (when viewed by a support agent)
* Link to the customer profile inside a ticket (when viewed by a support agent)
* Post KB comments in the users wall
* Post KB creation in the users wall
* Usage of JomSocial avatars

Integrations with Stores
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MaQma Helpdesk can be integrated into Virtuemart, Redshop and Digistore by using the component Store Integration available in our website.

Also integration with JoomFish, jomLike, SobiPro, ArtOfUser and MosetsTree

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