Multi-layered, permission-based security – define, assign and monitor Queue Views to ticket access to particular group.

Priority Levels – assign ticket according to a variety of priority criteria

Intelligent Ticket Assignment – automatically parse tickets and assign them to specific internal user according to criteria mix, including key work, skill level and number of tickets assigned.

Ticket Escalation – automatically reassign or re-prioritize tickets.

Audit Trail – complete view of customer service and support history, ticket history, resolution history.

Knowledge Base – permission-based, searchable and easy-to-configure.

Reporting – preformatted and ad hoc reports.

Unparalleled integration with PRISM.