Discover HelpDesk features that will simplify your team’s efforts

Keep all messages in one place

Incoming emails, requests from web forms or other sources — everything is in HelpDesk.
Your entire communication with customers is in one system. Ready to be accessed anytime.

Categories

Navigation as simple as it should be. With categories managing tickets is much faster. Use them as shortcuts to sorted tickets. With just one click you can see all tickets that needs your attention.

Feature: Categories in HelpDesk

Filters

Filter you tickets by agents, dates, assigned teams or ticket rating and analyze the results. Browse only relevant tickets, and filter out the rest.

Feature: Filters in HelpDesk

Smart search

Get precise search results with HelpDesk’s smart search. Type in the customer's name, email, ticket ID or attachment name and let HelpDesk find the ticket you need.

Feature: Smart search in HelpDesk

Use tools designed for effective customer communication

Our web-based help desk is a tool created for customer service teams. Your tickets contain all the details you need to address the customer's requests.

Ticket details

In order to effectively solve each case, you need each request to be described in detail.

Feature: Ticket details in HelpDesk

Attachments

Some cases require additional informations to solve it quicker. With attachments you and your client can upload screenshots, graphics, spreadsheets and many other files.

Feature: Attachments in HelpDesk

Tagging

Tagging is an excellent feedback management tool. Group your tickets to find trends in your customer interactions or identify similar issues.

Feature: Tagging in HelpDesk

Automate and optimize your customer support

Let HelpDesk do some of your work for you.
Automate repetitive tasks and optimize your response time.

Statuses

Statuses help you stay up to date. Use them to identify the tickets that need your attention and the ones that have been successfully resolved.

Feature: Statuses in HelpDesk

Canned responses

Canned responses are templates that simplify dealing with repetitive questions. Every agent can use predefined messages to speed up the response time.

Feature: Canned responses in HelpDesk

Email notifications

HelpDesk won't let you miss any message. Enable email notifications to get a notification when a new ticket arrives.

SPAM filters

Filter out the messages that are irrelevant or malicious. Make sure your customers get your full attention. Don’t waste time on junk mail.

Delight your customers
with personal customer service

You see a ticket, but your customer sees a friendly message that looks like an email. Forget the robotlike responses–make meaningful connections with customers.

History

HelpDesk stores your full conversation history with every customer. Browse previous tickets to find valuable insights and identify the context.

Feature: Conversation history

Client details

You can browse details and previous tickets for each customer. Get to know your customers better and address their questions in a contextual way.

Feature: Client details section

Ticket rating

Your customers can rate your reponses. Let them tell you what you do great and what you should improve.

Feature: Ticket rating

Collaborate comfortably with your team

You can assign different roles within your team to manage access and organize your workload more efficiently. Add as many agents as you need, there's no limit.

Assignment

Ticket assignment is essential to organize your team’s workload. You can choose an agent that should take care of a specific ticket. This way, everyone has clearly defined tasks.

Feature: Assignment

Private notes

Private notes make communication within your team smoother. You can leave a comment for your teammates and cooperate to find the right solution.

Feature: Private notes

Teams

Create “Teams” in HelpDesk that match your company structure. Assign a ticket to a specific group to inform its members that there’s a task waiting for them.

Feature: Teams

Analyze reports to gain insights into your customer service performance

Measure your performance and find important trends. With HelpDesk analytics, you can use data to improve your customer service.

Ticket satisfaction

Take a look at the “Ticket satisfaction” report to learn what your customers think about your ticket responses. Improve the quality of your customer service to build brand loyalty among your customers.

Feature: Ticket satisfaction view

First response time

Check how fast you respond to a ticket that arrives. All customers appreciate speed combined with quality. Optimize your customer service process using HelpDesk features to speed up your workflow.

Feature: First response time view

New tickets heatmap

Have an overview of the volume of tickets you receive every day. Take a look at the heatmap to investigate when your customers need you the most. Find peak times when you get more messages than usual and use this info to organize your customer support process even better.

Feature: New tickets heatmap view

Check out what else we're working on right now

Customizable views

Make HelpDesk your own. Save filters as your own views to always have all the info you need at hand. Simplify your workflow with customizable views.

HelpDesk Feature: Customizable Views

Effortless customer support

Find out how to simplify your work with HelpDesk

14-day free trial No credit card required Easy setup