Technical features and benefits:

Secure access via unique URL, User Id, And Password

Redundant Data centers w/two separate ISP connections, UPS, backups etc.

Data export - on-demand for your archival and reporting purposes

Auto-escalation for SLA (service level agreement) tracking - multiple levels

Client accounts - create sub-accounts for each customer or department

Custom settings, trouble types and priority levels - full configurability

Time zone and date format adjustable

Selectable ticket types per client account - for ticket creation with or without an ID/PSW

Call tracking ability

Audit trails provided by action and comment logs with date/time stamping

Configurable notifications to end users and admins - via email and pager

Custom data fields in free text or drop down menu form to meet your data requirements

Tracking for hours-worked with customizable billing codes - for your invoice support

Custom look and feel with your company logo - match your own website

Embeddable ticket submission form - add a ticket creation form directly into your website.