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.
Filter you tickets by agents, dates, assigned teams or ticket rating and analyze the results. Browse only relevant tickets, and filter out the rest.
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.
In order to effectively solve each case, you need each request to be described in detail.
Some cases require additional informations to solve it quicker. With attachments you and your client can upload screenshots, graphics, spreadsheets and many other files.
Tagging is an excellent feedback management tool. Group your tickets to find trends in your customer interactions or identify similar issues.
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.
Canned responses are templates that simplify dealing with repetitive questions. Every agent can use predefined messages to speed up the response time.
HelpDesk won't let you miss any message. Enable email notifications to get a notification when a new ticket arrives.
Filter out the messages that are irrelevant or malicious. Make sure your customers get your full attention. Don’t waste time on junk mail.
HelpDesk stores your full conversation history with every customer. Browse previous tickets to find valuable insights and identify the context.
You can browse details and previous tickets for each customer. Get to know your customers better and address their questions in a contextual way.
Your customers can rate your reponses. Let them tell you what you do great and what you should improve.
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.
Private notes make communication within your team smoother. You can leave a comment for your teammates and cooperate to find the right solution.
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.
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.
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.
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.
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.
Find out how to simplify your work with HelpDesk