Good. I have had no issues with the Software. It is intuitive. Easy uploads. User friendly.
Stephanie S
Admin. Supv., Government Administration | 501-1000 employees
Discover flexible and affordable pricing options tailored to your business needs. Choose from our feature-rich plans designed to streamline customer support and enhance team efficiency.
Professional
$8
/agent/month
Features:
Ticket Management
- Quick Tickets
- Manual Tickets
- Scheduled Tickets
- Email to Tickets
- Add Comments
- Spam Filtering
- Resolution Documentation
- Merge Tickets
- Audit Logs
- Work Logs
- Priorities
- Password Policies
- Single Sign-On with SAML
Agent Productivity
- Quick Ticket View
- Rich Text Response Editor
Workflow Rules
- Automated Task Assignment
- Time-based Triggers
Ticket Assignment Rules
- Skill-based Assignment
Help Desk Customization
- Custom Email Templates
Date & Time Format Control
- Flexible Format Selection
- Localized Settings
Help Center
- Knowledge Base
Analytics
- Agent Dashboard
Most Popular
Premium
$12
/agent/month
Professional Plan Features Plus
Ticket Management
- Canned Responses
- Followers
- IP Restrictions
Workflow Rules
- Conditional Actions
Ticket Assignment Rules
- Load Balancing
- Out of Office
Help Desk Customization
- Tab Customization
- Custom Form Fields
- Define Custom Fields
- Ticket Templates
Email Signatures
- Custom Signatures per Department
Help Center
- Article Versioning
Analytics
- Predefined Reports
- Ticket Overview Dashboard
- Ticket Status Dashboard
- Export Reports
Enterprise
On Request
Premium Plan Features Plus
Agent Productivity
- Predefined Email Templates
Help Desk Customization
- Ticket ID Customization
Email Signatures
- Automatic Application
Help Center
- AI-powered Chatbot
Analytics
- Custom Dashboards
- Response and Resolution Time Dashboards
- Knowledge Base Dashboard
- Global Reports
- Scheduled Reports
- Customer Satisfaction Dashboard
- Ticket Stages
Features
$8.00 USD
/agent/month
Professional
On Request
Enterprise
Pricing
| Features | |||
|---|---|---|---|
| Ticket Management | |||
| Quick TicketsInstantly create a ticket from a specified URL, making it easy to submit issues directly from external sources. | ✓ | ✓ | ✓ |
| Manual TicketsEasily create new tickets from the application’s “Create” page, allowing agents to manually enter customer issues. | ✓ | ✓ | ✓ |
| Scheduled TicketsSet up a ticket to be created at a designated time with pre-defined content, ideal for scheduled follow-ups. | ✓ | ✓ | ✓ |
| Email to TicketsConvert customer emails into support tickets for streamlined tracking and follow-up. | ✓ | ✓ | ✓ |
| Add CommentsCollaborate effectively by leaving internal or external notes within tickets. | ✓ | ✓ | ✓ |
| Spam FilteringAutomatically identify and filter out unwanted or irrelevant tickets. | ✓ | ✓ | ✓ |
| Resolution DocumentationRecord resolution notes for future reference, ensuring a clear understanding of how issues were addressed. | ✓ | ✓ | ✓ |
| Merge TicketsCombine multiple tickets related to the same issue into a single ticket for streamlined resolution and tracking. | ✓ | ✓ | ✓ |
| Audit LogsMaintain detailed logs of specific events and actions, including access, changes, and user activity, to track and review ticket-related operations. | ✓ | ✓ | ✓ |
| Work LogsTrack the total time spent on each ticket update to monitor time allocation and agent productivity. | ✓ | ✓ | ✓ |
| PrioritiesSet and manage priority levels to ensure that urgent tickets are addressed first, optimizinig response times. | ✓ | ✓ | ✓ |
| Password PoliciesDefine custom password policies, including requirements for strong passwords, two-factor authentication, and expiration settings to enhance account security. | ✓ | ✓ | ✓ |
| Single Sign-On with SAMLEnable secure authentication using SAML (Security Assertion Markup Language) for a streamlined single sign-on experience across platforms. | ✓ | ✓ | ✓ |
| Canned ResponsesSave time by using pre-written responses for common queries, allowing agents to send clear, professional replies quickly. | — | ✓ | ✓ |
| FollowersAdd users as followers on a ticket to ensure they receive notifications about any updates or activity related to that ticket. | — | ✓ | ✓ |
| IP RestrictionRestrict access to the help desk by limiting allowed IP addresses, enhancing security by controlling who can log in. | — | ✓ | ✓ |
| Agent Productivity | |||
| Quick Ticket ViewInstantly preview ticket details without opening the full ticket, saving time for agents. | ✓ | ✓ | ✓ |
| Rich Text Response EditorCreate well-formatted responses with rich text support, ensuring clear and professional communication. | ✓ | ✓ | ✓ |
| Predefined Email TemplatesUse customizable templates in replies to ensure consistency and speed up the response process. | — | — | ✓ |
| Workflow Rules | |||
| Automated Task AssignmentSet up rules to automatically assign tickets to the right team members based on predefined criteria. | ✓ | ✓ | ✓ |
| Time-based TriggersEnsure timely follow-ups by creating time-based rules that notify agents or escalate tickets. | ✓ | ✓ | ✓ |
| Conditional ActionsDefine conditions that trigger specific actions, such as sending emails or updating ticket statuses, to keep the workflow efficient. | — | ✓ | ✓ |
| Ticket Assignment Rules | |||
| Skill-based AssignmentRoute tickets to agents with the expertise needed to handle specific issues. | ✓ | ✓ | ✓ |
| Load BalancingDistribute tickets evenly among team members to prevent overload and maintain efficiency. | — | ✓ | ✓ |
| Out of OfficeAutomatically reassign tickets to an alternate agent if the primary agent is unavailable or on leave, based on their calendar settings. | — | ✓ | ✓ |
| Help Desk Customization | |||
| Custom Email TemplatesCreate personalized email templates for consistent branding and communication. | ✓ | ✓ | ✓ |
| Tab CustomizationOrganize your help desk interface by customizing tabs for easier navigation. | — | ✓ | ✓ |
| Custom Form FieldsAdd and modify form fields to capture the exact information required for your workflows. | — | ✓ | ✓ |
| Define Custom FieldsPersonalize ticket forms with custom fields that suit your business requirements. | — | ✓ | ✓ |
| Ticket TemplatesUse predefined templates for common ticket types to speed up issue reporting. | — | ✓ | ✓ |
| Ticket ID CustomizationConfigure unique ticket ID formats for better organization and tracking. | — | — | ✓ |
| Date & Time Format Control | |||
| Flexible Format SelectionChoose from various date and time formats to match your preferred style or locale standards. | ✓ | ✓ | ✓ |
| Localized SettingsAutomatically adjust date and time display based on your geographic region for enhanced usability. | ✓ | ✓ | ✓ |
| Email Signatures | |||
| Custom Signatures per DepartmentCreate unique signatures for different teams to ensure consistent branding across communications. | — | ✓ | ✓ |
| Automatic ApplicationAutomatically assign the appropriate signature based on the sender’s department for seamless email personalization. | — | — | ✓ |
| Help Center | |||
| Knowledge BaseBuild a searchable repository of articles, FAQs, and guides to help users find solutions quickly and easily. | ✓ | ✓ | ✓ |
| Article VersioningTrack and manage different versions of help articles to ensure up-to-date and accurate information. | — | ✓ | ✓ |
| AI-powered Chatbot24/7 support with an AI chatbot that handles common inquiries. | — | — | ✓ |
| Analytics | |||
| Agent DashboardMonitor individual agent performance and activity in real time. | ✓ | ✓ | ✓ |
| Predefined ReportsAccess ready-made reports for quick insights into key metrics. | — | ✓ | ✓ |
| Ticket Overview DashboardView a summary of all open, closed, and pending tickets at a glance. | — | ✓ | ✓ |
| Ticket Status DashboardTrack the progress of tickets based on their current status. | — | ✓ | ✓ |
| Export ReportsDownload reports in CSV, XLS, or PDF formats for further analysis or sharing. | — | ✓ | ✓ |
| Custom DashboardsBuild personalized dashboards tailored to your specific business needs. | — | — | ✓ |
| Response and Resolution Time DashboardsAnalyze key support metrics like response time and resolution time. | — | — | ✓ |
| Knowledge Base DashboardMeasure the effectiveness of your knowledge base articles with detailed analytics. | — | — | ✓ |
| Global ReportsAccess analytics across all departments for a complete organizational overview. | — | — | ✓ |
| Scheduled ReportsAutomate the generation and delivery of reports at regular intervals. | — | — | ✓ |
| Customer Satisfaction DashboardMeasure customer satisfaction with feedback and ratings. | — | — | ✓ |
| Ticket StagesVisualize the life cycle of a ticket, from creation to resolution. | — | — | ✓ |
We put it in our company. The implementation and use were so easy and effective that we have now rolled it out to 7 sister companies.
Rich K
IT Network Administrator Ovations Food Services | LP
Excellent product - Excellent service. SutiSoft has saved our company time & money with an easy to use platform. The service that we have received has been exceptional!
Jessica Seaholm
Operations Administrator SmartRGSoftware
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