Multiple Websites, Service based business, Email management?

[Damainman]

Hello,

 

I apologize if any of these questions have been asked before but i've been researching several products and i'm pressed on time.

 

At the moment i'm currently using the http://www.vtiger.com CRM, which is great but it lacks a robust support via email system that is greatly needed for my company.

 

I run an IT firm that does remote and onsite support, however I'm opening up a hosting business which will run on a completely different website. Both websites will be installed on the same hosting account, on a CPANEL server.

 

The majority of our business consists of services which we charge client either hourly or per minute depending on the situation. Services include things like virus removal, hardware/software installation, networking, etc.

 

I have several pre-sales questions:

1. Is there a built-in email system that allows staff to have a personal email account and view their mail when logging into the system? Our company utilizes both business and personal email. Would be useful if the staff member can turn the email sent directly to them into a ticket manually.
    
   
2. Does the system support updating tickets when the client replies to it?
    
   
3. Can I create an invoice from a ticket response?
   -Sometimes we manually create tickets for clients internally, to add the tasks that need to be done for them. These tickets are greatly detailed, and some of our clients require all the detail in the invoices we send to them. So the ability to do this without copying and pasting will save us alot of time.
    
   
4. For certain tickets and replies, is it possible to NOT send the client an email after every change to the ticket? Sometimes we open tickets for clients via phone, and they don't need emailed updates on the ticket status or any replies to the ticket.
    
   
5. Because we do alot of On-site computer work, is it possible to print out the contents from some tickets along with the clients contact information? This way we can print out work orders, on work that needs to be done at client locations.
    
   
6. Considering i'm using two completely different websites, that provide completely different types of services, what would be the best route to implement WHMCS into our company?
   

 

For any of features not currently available, have they been put into consideration for a future release?

 

Sorry for the long list lol . But I'm pressed on time, and we are looking to migrate our systems asap.

[Damainman]

7. Is there anyway to upload files/documents for staff to download/view? On our current CRM we have certain files uploaded and assigned either to departments or to client accounts that contain things like antivirus software, drivers, PDF files, etc..

 

This allows us to grab certain updated software/files from a central location.