__ Web-based (in the cloud)
__ Affordable
__ Software customizes to fit the unique needs of your help desk
__ Chat (customers can submit help requests by Chat and support agents can respond by Chat)
__ Facebook integration (customers can submit help requests by Facebook)
__ Organizes e-mail in one place
__ Customer self-service (software “suggests” resolutions when customers type in their question)
__ Video recordings can be inserted in a help ticket
__ Screen shots can be inserted in a help ticket
__ Audio recordings can be inserted into a help ticket
__ Intelligent tickets alert you when someone on your team is acting on a customer ticket
__ Systems to help avoid duplication of effort
__ Easy to use
__ Secure
__ Minimal to no downtime
__ Responsive, helpful support team (to help YOU be a responsive, helpful support team)