Comparison chart - Puzzel Ticketing vs Cention

Ticket Actions Puzzel Ticketing Cention Pro Cention Ent
Can delete tickets
Can edit resolved tickets
Can forward to all agents
Can forward to all teams
Forward locked to organisation
Can return tickets to queue
Confirmation when deleting
Confirmation when forward
Can remove email from reply
Merging of tickets
Consolidate tickets by email
Group ticket by thread
Can add a due date
Ticket follow up 
Can add notes
Campaigns (SMS/email)

 

Productivity Features Puzzel Ticketing Cention Pro Cention Ent
Hide Signatures
Salutations 
Signature
Assign tickets to a team
Include suggested response
Template search
Tickets can be auto resolved
Advanced routing groups 
Templates for replies
Workflows 
Activity trail 
Tickets can auto-assign to the last user
User off work, delegate tickets 

 

User Interface Puzzel Ticketing Cention Pro Cention Ent
Provides access to my tickets
Complete overview page
Overview agent statistics, data
Local language
Font options and size 
Ticket list, order customisable
Ticket list sort by descending

 

Ticket Management Puzzel Ticketing Cention Pro Cention Ent
Forced categories
Optional use for categories
Automatic application of categories
Response SLA target 
Resolve SLA target
Ticket priority 
Automatic priority level 
Ticket preview
Ticket count
Include ticket ref in subject
Include ticket ref in email 
Ticket Search
Response email Rich text format 
Response email HTML format
Manually include ticket in reply
Automatic include ticket in reply
Automatic include last email reply
Default reply address options
Partial reply, new ticket 
Assign re-reply to initial user 
Manual attachments 
Automatic multiple attachments
SLA by Team
Waterfall channel to SMS
Sentiment analysis

 

Customers Puzzel Ticketing Cention Pro Cention Ent
Customer Record
Single customer view
GDPR export, delete

 

Settings Puzzel Ticketing Cention Pro Cention Ent
Working hours by Team
Automatically log out users
Max size for outgoing email 35MB 20MB 30MB
Password requirements 
Receipts to cc
System time zone
Set mail from address
DNS SPF/DKIM SPF SPF
Auto delete after retention
Custom permission settings
IP security lockdown
Work from home setting
API
Audit trail 
MultiDB hosting options

 

Reporting Puzzel Ticketing Cention Pro Cention Ent
Report scheduler
Exports
Dashboard

Published

04/06/2020 - 16:08

Last updated

10/09/2021 - 15:51