| Ticket Management |
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| Email ticketing |
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| Automatic email notifications |
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| Merge tickets |
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| Ticket export |
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| Ticket activities |
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| Set priority |
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| Set status |
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| Outbound email |
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| Multiple shared inboxes |
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| In-app smart notifications |
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| Split tickets |
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| Sort ticket conversations |
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| Time tracking |
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| Ticket templates |
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| Annotated image attachments |
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| Standard CSAT surveys |
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| Custom form field |
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| Customizable CSAT surveys |
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| Agent Productivity |
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| Internal notes in tickets |
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| To-dos |
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| Tags |
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| Filtered search |
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| Add reminders on to-dos |
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| Task Management |
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| Canned Responses |
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| Round Robin Ticket Assignment |
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| CSAT Surveys |
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| Execution Logs |
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| Time Tracking |
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| Custom Agent Dashboard |
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| Priority Matrix |
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| Agent Access Permisions |
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| Workflow Automation |
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| Workflow Automator |
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| Automations that run on ticket creation |
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| Event-triggered workflow automations |
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| Round robin ticket assignment |
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| Load balanced ticket assignment |
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| Skill based ticket assignment |
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| Agent shifts |
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| Approval Workflows |
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| Webhooks |
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| Listeners |
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| Business Rules |
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| SLA Management |
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| Business rules management through SLAs |
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| SLA reminders |
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| Escalation emails for SLA violation |
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| Multiple SLA policies
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| Product, group and company level SLAs
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| Knowledge Base |
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| Knowledge base |
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| Private knowledge base |
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| Interlinking articles |
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| Advanced article filtering |
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| Article versioning |
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| Help Widget |
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| Embeddable contact form |
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| Embeddable solution articles |
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| Appearance customization |
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| Social Support |
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| Facebook channel |
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| WhatsApp Business |
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| Twitter |
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| Collaboration |
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| Team ownership of tickets |
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| Parent-child ticketing |
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| Collaborators |
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| Reporting and Analytics |
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| Default dashboard |
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| Ticket volume trends |
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| Helpdesk in-depth report |
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| Export reports |
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| Agent and group performance |
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| Satisfaction survey report |
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| Ticket drill down in reports |
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| Performance distribution |
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| Top customer analysis |
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| Custom reports |
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| Text widgets and widget styling |
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| Team Dashboards |
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| Data export |
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| Problem Reports |
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| Change Reports |
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| Release Reports |
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| Asset Reports |
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| Contract Report |
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| Ticket Forms |
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| Custom status |
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| Custom ticket fields |
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| Dependent fields in ticket forms |
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| Dynamic ticket forms |
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| Global Support |
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| Dynamic email notifications |
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| Multiple time zones |
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| Multiple business hours |
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| Customer Management |
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| Contact and organisation fields |
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| Custom contact and company fields |
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| Link multiple organisations to a single contact |
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| Identify contacts using external ID |
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| Change Management |
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| Audit log |
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| See changes through, from planning to rollout |
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| Simplify CAB |
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| Change Workflows |
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| Change Listeners |
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| IT Service Management (ITSM) |
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| Knowledge Management |
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| Incident Management |
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| SLA Policy |
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| Request Management |
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| Problem Management |
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| Release Management |
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| Change Management |
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| Request for Change |
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| IT Asset Management (ITAM) |
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| IT Inventory Management |
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| Network Discovery for Assets |
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| Asset Lifecycle Management |
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| Purchase Order Management |
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| Asset Relationship Mapping |
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| Software Asset Management |
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| QR and Asset Barcode Scanner |
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| Contract Management |
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| Project Portfolio Management |
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| Custom Task Types |
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| Platform |
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| Faveo for Android |
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| Faveo for iOS |
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| API Access |
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| Customer Support |
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| Documentation |
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| 20/7 Email Support |
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| 20/5 Phone Support |
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| 20/7 Chat Support |
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| Security and Controls |
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| Data Center Location |
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| GDPR |
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| Single Sign on |
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| Multiple Portal Languages |
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| Access Controls |
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| Audit Logs |
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| Customization |
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| Client Portal Customization |
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| API access |
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| Custom domain mapping |
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| CSS customization |
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| Extendable API |
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