Using the support center
By default, your customers can submit new tickets in the customer-facing support center (http://<your-website-support-page>).
ATEIS support center
Your customers can select the department to create the ticket in, as well as a priority, subject, message and file attachments.
This is highly configurable: you can create custom fields to capture specific pieces of information from your customers (more about that below), determine which departments they can select, whether or not they can select their own priority or whether they can create their own tickets at all.
If you have started building your knowledgebase, ticket system will automatically search for and suggest answers to your customers as they type out their enquiry (reducing the number of incoming support requests, increasing customer WOW!).
You can connect your ticketing helpdesk to any number of POP3 or IMAP mailboxes to bring email into the helpdesk from across your organization.
By bringing your organization's email into the helpdesk, you can enable your team to distribute and collaborate on tickets in one place, rather than managing lots of separate mailboxes and email addresses.
Ticketing system will take care of all the message processing automatically: determining what is a reply to an existing conversation and should be added to an existing ticket, which emails should create a new ticket and whether an existing ticket should be reopened. You can also use Ticket system powerful email parser rules to automate the routing of email and tickets.