MaQma Helpdesk Component has an extensive number of features, some of which are listed below. You can examine the complete feature set in detail for yourself by downloading a trial version.

If you do not find a require set of features, please feel free to contact us.

Flexible yet powerful structure

• Flexible security structured as follows (can to be customised):
• Support Team:
  • Support Manager
  • Support Engineer
• Clients
  • Clients manager
  • Clients user
• Complete solution including ticket, knowledgebase and task management plus other great value-add features

Contract based support

• Limits based on years, months, days, number of tickets or labour hours.
• Configurable per workgroup, allowing to use the same system to support ad-hoc and contract based clients.

Advanced ticket manager

• Dashboard view with filtering and search capability
• Extensive ticket detail including ability to add replies, notes, time spent and task tracking to each ticket.
• Timesheet reporting, allowing you to track time spent
• Pre-defined replies
• Custom fields
• Automatic and manual ticket assignment
• File attachments support

Knowledgabase

• Categories support
• Support for usability rating by users
• Attachment support
• Ability to hide via publish/unpublish

Glossary

• Allowing explanation of technical terms
• Keyword auto highlight: any known keywords used in Knowledgebase are highlighted offering instant explanation
• Easily epandable

Extensive template engine allowing you to customise the following fields:

• General pages: Access Denied; Add Task; Announce Add/Edit; Announcements List; Announcements Print; Announcements Record; Bookmarks; Client Search; Clients View; Information/Warning Message; No Contract Active warning; Tasks Page; Troubleshooter; Workgroup view
• Tickets pages: Add Note; Add Task; Add Ticket; Edit Ticket; Unassugned Tickets; My Tickets; Rating Form; Reply Form; Ticket Manager; View Ticket
• Knowledgebase pages: Add Comment Forml Add/Edit article; Glossary View; Glossary Add/Edit; KB Home; KB Search; My Articles; Print Version;Rating Form; View Article
• Email notification templates: New Task; Support Contract; Task Reminder; Ticket Reminder; Ticket Assigned; Ticket Replied; Ticket Reply; Ticket Submitted

Export engine

• Ability to export to csv format customisable set of fields
• History of exports are tracked and available for redownload (while records marked as exported)

Reporting engine

• Workgroup analysis
• Client Analysis
• Support Staff Analysis
• and more...

Other handy features

• Update engine allowing you to easily install latest patches, sample data and licenses
• Ability to bookmark ticket(s) and knowledgbase article(s)
• Ability to post system-wide through to client specific announcements
• Email fetching, Support for replying and creating new tickets via emails (currently support POP3 and IMAP)
• Windows client, notifies you of new tickets and allows you to review existing tickets