these features are included in site settings menu. You can
control whether email should be sent or not, enable/disable
attachments, define your custom attachment types etc.
Admin can view voting report for technician.
can set send emails.
Admin can add/edit and view technicians, can define permissions
like admin panel access ,cross technicians tickets support,
assign categories etc.
you can post news from admin panel based on permission news
can be viewed by technician/users.
you can create unlimited knowledge base with categories