SimpleDesk 2.0 provides a feature rich helpdesk, or general ticket tracking, facility in a single package, featuring a great many powerful tools.
This is the fundamental functionality of the helpdesk. In addition to listing available tickets and viewing individual tickets, it includes the ability to post new tickets, edit existing tickets, and reply to tickets.
With SimpleDesk, you can create your own fields to track any additional data about your tickets that you might wish to. Fields can be attached to tickets and/or replies, and can even be used to define categories for tickets if desired. Custom fields can contain text, numeric (both integer and floating point) data, or be multiple choice in a variety of ways.
Not only are the normal notifications (email on new ticket, email on new reply) available, but the notifications system is very versatile, allowing for the ability to notify individual people on a reply that would not normally be sent to them automatically (e.g. referring a ticket to a colleague without having to separately email them), and also provides users with the ability to opt out of receiving notifications, per-ticket or generally if configured to permit it.
For greater control over access, you are able to create multiple departments, that can function as individual "helpdesks" with different tickets, different roles if desired. Departments can also be shown on the main board index, configurable as to which department they will appear in.
SimpleDesk features a custom-built permissions system, geared to creating roles that match the types of roles that would be prevalent inside a helpdesk, divided into users, staff and administrators, with pre-defined templates of permissions for these roles, and allows you to assign any user group to a role, which in turn can be assigned to any department in your helpdesk.
SimpleDesk allows one of six urgency levels to be assigned to tickets: Low, Medium, High, Very High, Severe, and Critical. Like many of its features, urgency levels are completely controlled by the SMF permissions system. This gives an administrator fine-grained control over who may or may not select which levels.
In an effort to help users keep track of tickets SimpleDesk allows the ability to assign a ticket to a user. Once assigned, the user will be able to follow it more easily, thus theoretically being able to provide better and quicker support.
It is often helpful for people seeking support to submit screenshots, code, or other files that give insight into their particular issues. SimpleDesk provides a permissions-driven way to attach files to tickets and utilize that information.
Since SimpleDesk has been developed as a mod for SMF, the popular forum software from Simple Machines, it includes the ability to move tickets to forum topics and vice versa. If a topic would be better served as a helpdesk ticket, it may simply be moved there. The same thing is true for a helpdesk ticket that would work better as a forum topic.
The SimpleDesk team realizes that not everyone that is looking for helpdesk software necessarily needs forum software as well. With this in mind, SimpleDesk allows the ability to completely shut down the forum, leaving only the standalone helpdesk.