This project requires the installation of a helpdesk ticket system (similar to zendesk or freshdesk, but on our own server) that includes the following features:
1. Ability to support multiple products/domains/websites from a single account (for example if a user sends an email to firstname.lastname@example.org when an agent replies, the reply is sent from email@example.com. If a user sends an email to firstname.lastname@example.org when an agent replies, the reply is sent from email@example.com.
2. Email Ticketing and automatic email-to-ticket conversion
3. Reports: Agent ticket summary, Group ticket summary, Customer satisfaction report
4. Customer satisfaction surveys & reports
5. Multiple SLA Policy management with business hours and holidays
6. Automatic ticket prioritization, categorization and assignment
7. Support through unlimited Twitter accounts
8. Support through multiple Facebook pages
9. Feedback/support tab for websites
To apply for this project please specify the features you are able to include and the software you plan to use.