Introduction

Here are the list of features that will be part of this tool. (in no particular order)

• field permissions per roles
• file attachment
• notes (in a threaded form)
• workflow
• email notifications (workflow status change, notes adition)
• breadcrumbs (Home->Case->Add)
• feeds
• api
• user messages
• group & user inboxes
• escalations
• mobile applications
• mobile site
• custom fields
• windows executables
• linux executables
• automatic email to case creation
• google app engine based hosting
• SLAs
• chat facility
• performance metrics for agents
• multi-language
• documentation
• resolution db
• guided resolution
• knoweldge mgmt (wiki) integration
• easy installation of the tool
• case creation templates
• customer scoring (either by voting or by survey)
• reports
• Open Requests - by priority, agent, category etc
• Closed Requests - by priority, agent, service group
• Unassigned Requests - by priority, agent, service group
• Root Cause - by priority, service group
• Customer Satisfaction - by priority, service group, agent
• Average Completion Time - by agent, by service group
• SLA Report
• all reports should be exported to xls, pdf
• possibility to schedule to email reports