• Ticket departments - Create an unlimited number of departments to which your users can submit support tickets, like “Sales“,“Billing“, and “Technical Support“.
• Canned ticket replies - Insert commonly used responses with just one click. Say goodbye to typing out the same old message over and over again.
• Ticket escalation - Allow users to upgrade, or “escalate,” a support ticket and ensure it receives attention. Set the amount of time that must pass before a ticket can be escalated.
• Ticket priority levels - Determine which tickets require your immediate attention based on their user-assigned priority levels, such as urgent, high, medium, and low.
• Group permissions - Restrict users from visiting particular areas of your helpdesk, and prevent staff members from accessing certain administrative functions or ticket departments.
• Ticket assignment - Assign any ticket to a particular staff member who can better address the issue.

• Multi-moderation features - Quickly perform an action on several tickets at once. Hold, move, close, delete, or reopen numerous tickets in a matter of seconds.
• Helpdesk RSS feeds - Generate an RSS feed of all the tickets in your department. Add the feed to your newsreader and watch the tickets roll in (ideally, not).
• Skin manager - Change the appearance of your helpdesk by editing templates and CSS from within the administration control panel. Import new skins or export ones you’ve made.
• Rich text editor - Dynamically apply text formatting to your ticket replies such as bold, italic, and underline. Use spellcheck to locate spelling errors in your reply.
• Ticket attachments - Users and staff members can attach a file to their ticket reply, if their group permissions allow it. Share documents, error logs, or code.
• Language manager - (Trellis Desk ships in US English.) Edit language strings from within the administration control panel. Import new language packs or export translations you’ve made.

• Manage articles and categories - Create a collection of pre-written articles containing existing solutions to common problems. Group similar articles under the same category for ease of access.
• Article ratings and comments - Allow users to submit a star rating for any knowledgebase article and leave comments on the article page itself.
• KB suggestions before ticket submission - Trellis Desk can automatically show relevant knowledgebase articles to users before they submit a ticket, potentially reducing helpdesk ticket volume.

Requirements:

Links:

• homepage: http://www.accord5.com/trellis
• demo: http://www.accord5.com/trellis/demo
• download: http://www.accord5.com/trellis/download