1. Have a manage tickets page (visible only for staff), new ticket page (where you can raise a ticket) and my tickets page (where you can manage all tickets being raised).
2. Organize your Help Desk into as many departments as you need, e.g - support, sales, marketing, etc.
3.Specify the email account from which the emails from a certain department will be sent. Make a list of people/ employees who will be assigned to a certain department. Have a department limited per store.
4.Create as many attributes for your Help Desk as you need and specify whether an attribute to be required, to be seen only by staff users or to be filterable.
5.Add different values to a certain attribute and specify which value to be preselected.
6.You can search by subject, product, customer or customer property.
7.Choose a default selected status - open, closed, closed automatically, awaiting customer reply.
8.Set the response deadline in hours. Specify how many days after the last reply, the tickets will be closed automatically.
9.Choose to send an email on reply or on closing a ticket automatically.
10.Have a captcha enabled on the new ticket page.