perfecthelpdesk
PERFECT HELPDESK can work with registered and/or not-registered users, can track tickets and measure SLA for each of them having a large collection of ready made: canned messages, system email templates, tickets email templates.
tickets management
system settings
You can easily set: the way you accesss the system public/private, the groups to whom the email messages are forwarded, the way you assign the tickets manual/automatic, many color themes.
tickets settings
Set tickets priorities with the corresponding SLA time, tickets status (Assigned, Unassigned, Close, Solved, Replied, Forwarded, etc), message types.
knowledge base
why knowledge base
The knowledge base is very useful to deflect tickets opening. A well done database will help users to solve their problems by themselves.
settings
There are more articles types and articles categories to organize the data base content in a tree structure.