Juicy Media have developed a help desk that allows you to provide comprehensive service through a central ticketing system while balancing work flow between your site operators.  Some of the features include a powerful email parser for email communication, separate public interfaces, a fully integrated knowledgebase,  “Ajax” enabled work flow management features, and live chat integration options.

Ticketing Overview
Our Juicy Media Support Application allows you to easily track, manage, and respond accurately to your visitor’s support queries. It eases your support load and provides better support management. The user and the visitor can track and update support tickets through a centralized location. Ticketing avoids the inherent confusion and pitfalls of email support. The ticket are archived and can be accessed at a later date.

Powerful Email Parser
Supports email piping & numerous POP authentication methods. Setup any number of email addresses to be parsed. Each email can have a different set of filters and a catch-all filter. Allows opening tickets by email (if you choose) and allows email – email communication (IE: Both sides using their own email clients while Juicy Media Support Application  logs all of the emails/ticket posts for future reference)

Knowledgebase
The Juicy Media Support application includes a full-fledged knowledge base with all the features you would look for including unlimited category depths and unlimited article capabilities. Term definitions/glossary, advanced searching, and a article approving system.

Advanced Ticket Workflow Process With Live Typing & Viewing Indicators
Intuitive assigning, forwarding, commenting and other work related features. See when other users are viewing your ticket to avoid double posts. Set users with specific permissions on what they can/can not do in the software along with specific departments they have access to. Set different email confirmations, from addresses, and other settings for each department. Easily customize your template and even modify the code (such as ticket id format, etc.)