Features Information

Hi Marco, here is the information you asked:

– send a ticket as a blindcopy (bc) to a coworker/boss
You can let tickets be seen by specific agents and administrators. If that permission is allowed. They will be able to see updates to tickets from everyone internally, and immediately. Also, multiple agents can work on the same ticket. You can do this in the free version. Here is how you can add multiple agents:
https://getawesomesupport.com/documentation/awesome-support/admin-multiple-agents-per-ticket/
– autosave?
Information in a ticket can be saved only when the ticket is saved, or a private note is saved. This is available from the free version, and private notes are in the standard bundle.
– knowledge base for agents?
There is an add-on in the standard bundle which is the FAQ add-on, there you can create FAQ docs directly or by using a ticket reply. You can find more info here:
https://getawesomesupport.com/documentation/faq/faq-overview/
We also have the Documentation add-on which allows you to create documentation. Also, agents can search for documentation directly inside of tickets. This add-on is not the standard bundle and can be sold itself. You can find out more information about this add-on here:
https://getawesomesupport.com/addons/documentation/
– can I change the email address of a client? (say he contacts me but then changes his email, can i change that in his account and the system will automatically assign the old tickets to his new email?)
With the powerpack add-on you can add unlimited email addresses to a ticket, any of which can be notified of ticket events. This add-on is not in the standard bundle and you can find more information here:
https://getawesomesupport.com/addons/productivity/
– Can I see live if a team colleague is currently working on a ticket?
Yes, when there is someone is working on the ticket, the ticket appears as locked and says the name of the agent who is there. This is included in the free version.
Please let me know if you have any other questions. I’ll mark this thread as resolved; but please post any follow up questions you have any I’ll take care to review and reply.

Have a nice day.