Every feature designed for demanding support teams

Ticket Management

• Manual or automatic création via email
• Statuses: Open, In Progress, Pending, Resolved, Closed
• Priorities: Low, Medium, High, Critical
• Assignment to agent or team
• Duplicate ticket merging
• Internal notes (invisible to client)
• CC/BCC in replies
• Complete history with timeline

Multi-Mailbox

• Unlimited mailboxes
• IMAP + SMTP (basic auth and OAuth2 Microsoft 365)
• Automatic polling with configurable interval
• Custom auto-reply per mailbox
• HTML signature per mailbox
• Dynamic variables

Knowledge Base

• Articles organized by category
• Rich text editor
• One-click insertion in replies
• Full-text search

Teams & Roles

• 3 roles: Admin, Supervisor, Agent
• Teams with mailbox assignment
• Per-agent notification préférences
• Keycloak SSO sync

XpertTeamIA

AI that understands your tickets

• Auto-Triage by domain, priority and intent
• Deep Analysis: 3 AI agents (Expert, Engineer, Writer)
• Real-time streaming
• Adaptive skills
• Auto-analysis per mailbox

SmartReply AI

Write perfect emails in one click

• AI-generated emails
• Multilingual support (FR, EN, DE)
• Context-adaptive professional tone

White Label

Your brand, your tool

• Custom logo and favicon
• Custom application name
• Custom accent color
• Sidebar styles: Classic, Geometric, Aurora, Branded

SLA Manager

Never miss a commitment

• SLA policies per mailbox or client
• Visual indicators (green/yellow/red)
• Automatic escalation
• Compliance dashboard

Enterprise Pack

Scale without limits

• Unlimited agents
• Unlimited mailboxes
• Real-time KPI dashboard
• Per-agent and team performance
• CSV/PDF export
• Scheduled email reports

Automation Engine

Automate repetitive tasks

• If/then rules: auto-assign, auto-tag
• Bulk operation macros
• Webhooks (Zapier, n8n)
• Auto-close inactive tickets

Slack / Teams Connect

Your helpdesk in your chat

• Slack or Teams notifications
• Reply to tickets from Slack
• Create tickets via command
• Per-channel configuration

CSAT & Feedback

Measure satisfaction

• Automatic survey on close
• 1-5 star rating
• CSAT dashboard with trends

Time Tracking Pro

Bill your time

• Live start/stop timer
• Billable vs internal time
• CSV billing reports

Email Templates Pro

Consistent, fast responses

• Template library
• Dynamic variables
• Shared or personal templates

Telegram Bot

Real-time alerts

• Telegram notifications
• Failed backup alerts
• Interactive commands

BackupMonitor

Your backups under control

• Email report analysis
• Visual calendar
• Automatic failure détection
• Real-time Telegram alerts