Plan, forecast, and organize your team’s projects and tasks
Easy to use, fast, lightweight, and user-friendly system
Custom-tailored to suit your business and operational needs
No software required access from any computer, any device, anytime.
Available in English, Spanish, German, French, Italian, and Dutch
We can be at your side in minutes via Skype and TeamViewer.
ISO certified, DDOS protection, daily/30-Day recursive backups, and SSL
You can request support through our website using a support request ticket 24-7. You can also contact us via Skype, social media, iMessenger, WhatsApp, or telephone. Urgent matters will be given priority and responded to immediately. Routine requests will be responded to within one business day or less.
When you get started, we will set up, fully configure and customize your ticket system. No setup fee or payment is required at this time. After 30 days, if you do not like your ticket system, you do not pay.
Easily assign a ticket to a staff member in one click. The time, date, and reassignment will be automatically recorded in the audit log, ensuring accountability and transparency.
The audit log/trail records the times, dates, and the staff members who worked on the ticket. It is available for all staff members to see and can be found at the bottom of every ticket.
We will add your logo to all the email templates when setting up your ticket system to further enhance a professional appearance and build brand awareness.
Staff members can easily add events or modify an event by dragging them or editing them directly. Open tickets with a due date are also displayed as events and can be modified through the calendar.
The calendar can generate email reminders before an event or when tickets with due dates become overdue. Staff members’ profiles can be configured to receive or not receive the reminders in various ways.
Form validation prevents customers from submitting incomplete support tickets. All mandatory question fields must be completed for the submit ticket button to become activated, allowing the customer to click and submit their request.
The ticket system will work with Internet Explorer 11/Edge and the current versions of Firefox, Safari, Chrome, and Opera.
Categories are useful for organizing tickets according to relevance and assigning them efficiently to the appropriate staff member. For example, any sales-related tickets would be assigned to the sales category and worked by a sales specialist. Other examples of categories would be departments, service requests, work orders, reservations, or general questions.
By default, your ticket system comes with the following statuses: new, waiting for reply, reply, on hold, in progress, and resolved (completed/closed) allowing staff members to quickly assess sort, and filter tickets from the home view. We can add, remove and customize any status for you.
The Submit Ticket form is used to gather information from your customers. By default, the form comes with the following built-in items: name, email, category subject, and the option for adding attachments. We can customize the form to match the information you require from your customers.
Email notifications are sent when a new ticket is received, a customer replies, a note is added, or a private message is sent via the ticket system. They are also sent when a reminder associated with a ticket/event takes place. Staff members can configure their profiles to determine which email notifications they receive.
Send/forward emails to your ticket system to quickly add something like a ticket. Any ticket can be easily added to the knowledge base for later reference in one click. These time-saving features provide maximum efficiency when delegating tasks to staff members and building your knowledge content.
Tickets can be managed, viewed, and tracked in a variety of ways. Quickly filter them by clicking any of the headers on the home view or sort them by status, who they are signed to, category, time worked, and just about any other attribute set up in the system.
Inbound links from your website or other portals can be custom coded to prefill relevant fields on your Submit Ticket form automatically.
A knowledge base is a collection of information, articles, and archives arranged by category. A well-managed and curated knowledge base can provide major time savings by drastically reducing the number of support tickets received and provide continuity for staff members. Content can be added or edited and published as public or private.
Ticket notes allow staff members to make comments to each other that are not visible to the customer. Attachments can be added within a note. Any staff member can add comments to a note, and the staff member assigned to the ticket will receive an email notification when a note is updated.
All ticket systems include hosting on a dedicated server to ensure they won’t suffer performance issues, security breaches, and configuration restrictions often associated with shared hosting environments. The server is optimized to work with your ticket system, ensuring your data's speed, stability, and security.
Images, PDFs, and Microsoft Office documents can be previewed in a pop-up window before downloading.
The tracking IDs of the last five tickets submitted by a customer are displayed in the sidebar of a ticket. Each tracking ID provides a link to the corresponding ticket, allowing staff members to review customer history, outcomes, and actions quickly.
The report function allows you to run several reports and see ticket statistics in a chosen date range. The reports provide an insight and overview of tickets processed, time spent, and staff performance.
This feature allows us to integrate and configure various third-party applications into your ticket system.
Anti-spam images, anti-spam questions,s or Google Re-captcha, are the three methods of spam prevention available with the ticket system. They protect by blocking spambots traveling the web and nuisance emails sent by commercial spammers.
The search function allows you to search for a specific ticket by tracking number, subject, customer name, message, or note content.
Secure Socket Layers (SSL) is what websites and browsers use to ensure the information passed between them is kept secure and encrypted, serving as an anti-hacking shield. This is included free of charge with all ticket systems; however, additional SSL certificates may be required for ticket systems that receive traffic from military networks.
The ticket system has a tracking function to record the time spent on a ticket. This can be done automatically or manually. The total time spent on a ticket is displayed in the sidebar of each ticket and in the report function, which is helpful for management oversite and assessing staff performance.
We will provide training to you or a designated staff member of your choice. Training includes an in-depth overview of the ticket system’s features and how to use the various features in relation to your business. The trainee can request additional follow-up training and support by submitting a support request through our website at any time.
Tags are used in the same way that email is tagged. You can add tags to tickets to indicate they are of special importance, require additional attention, or are reviewed by supervisors and managers.
Each time a staff member responds to a ticket, the customer can vote whether the staff member was helpful or not. Each vote is recorded and provides an overview of which staff members are considered the most helpful by your customers.
The ticket system can be configured with an optimal HTML editor that staff members can use to add additional formatting to email content such as bold and colored or any other HTML element.
The NAF PCard can be used to purchase Your Force Support products as outlined in AFI 34-275 (23 Jun 2011).
When the package you select falls within the single purchase and monthly purchase limits the PCard can be used, and is the preferred method of payment. PCard purchase limits vary across bases and theaters, but typically range between $2500 and $5000 for the majority of FSS Programs. The total of your purchase may include multiple items; however, the total amount cannot exceed the single purchase limit. Splitting the purchases in order to stay under the single purchase limit is considered an unauthorized split payment.
In cases where your package exceeds the single purchase limit of the PCard, a PO (Purchase Order) will be required from your local NAF Contracting Office. In most cases this branch handles purchases under $25000 that do not require SAM oversight. We are familiar with this process and can provide the documentation typically required to support the PO request. Please note that if this payment method is used, the competed approved PO will be required prior the project getting underway.
If you have additional questions about PCard and Contracting/Procurement rules and regulations, please visit the AFNAFPO Website or consult with your local contracting officer.
PCard AFI 34-275 AFNAFPO Website