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Sending Messages
No matter what you need to show or do, the send message area is very simple to use. As admin you are use to the editor as it is same one posts/pages use. You users will also find it very simple.
Knowledge Base
If a help desk has a built-in knowledge base feature it has been proven time and time again people wanting a quick solution use and this saves you time and money.
Troubleshooter
This feature will allow your users the opportunity to troubleshoot their issue before submitting a ticket. When setup correctly, this one feature alone can reduce help desk submissions.
Add Attachments
Many help desk products these days seem to leave out this important feature. Being able to attach images as admin and allowing your users to do the same is a must and time saver.
This is optional text content that you can place on the feature page. It could be more about the product or for those who understand HTML, you could add images or even a video!