Trellis Desk Review

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Trellis Desk

Trellis Desk is a powerful and robust help desk solution for your business. Improve your company’s service by allowing your customers to quickly and easily submit support tickets to your team. Trellis Desk sports a range of advanced features that enable your business to handle customer support more efficiently. Plus, it’s completely free – you’ll never have to pay any license fees to use Trellis Desk.

Features Include:

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 elapse 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 misspelled words.

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
Edit language strings from within the administration control panel. Import new language packs or export translations you’ve made. (Trellis Desk ships in US English.)

Built-in knowledgebase

 

some screenshots:

 

Dashboard

trellis

Submit a ticket.

submit ticket

Knowledge base:

knowledge base

you can’t go wrong with free, so give this help desk application a shot. check the demo at this URL http://www.accord5.com/trellis/demo and if you have  time, come back here and share your thoughts with us.

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