We believe in helping you Make. Happy. Customers. Easily scale and streamline your customer service and drastically improve your customer’s experience

Our Helpdesk Software has the number of features it offers and the target users. Here are the most important features of our help desk software:

• Points of contact. This feature refers to how customers contact your support. Examples of support channels include phone, email, chat, social media, self-service, or community. Some solutions offer multiple channels while others offer them separately as add-ons.
• Ticketing management. It’s the core system that records and organizes customer complaints into tickets and tracks their progress up from receipt to resolution. A good help desk software shows the ticket status and who’s handling it to avoid duplicating the ticket response. Ticketing should also be able to convert emails to tickets relatively quickly (with a few clicks).
• A knowledge base or self-service. It’s one of the most important features of help desk software. It compiles customer questions and structures them into retrievable FAQs or how-to articles. Repetitive queries can be directed to this section, freeing up your agents to focus on more urgent issues and at the same time allowing you to provide 24/7 help desk since the knowledge base is always up.
• Escalation. Our helpdesk have escalation features where agents can route difficult tickets to the higher-ups. A good escalation allows for multi-level submission where supervisors get to resolve issues within their authority instead of escalating the ticket further up. This makes resolution faster and prevents bugging busy managers.
• Automation. The software automates repetitive, predictable, or routine tasks including recurring customer questions and administrative tasks like filling up forms or issuing daily reports. Automation can span the entire range of support service from converting emails to tickets to routing them to the right agents. It also takes care of notifying managers of pending or resolved tickets.
• Dashboards. A good dashboard helps agents see the most important data upon logging in. This may include pending, urgent and new tickets, and incoming calls. Dashboards should also show supervisors and managers key metrics like overall agent performance, resolution rate, and the number of issues resolved per week or month.
• Analytics. The help desk can also be a source of market insight and sales opportunities. You can organize customer queries in visual ways that reveal valuable information like top product complaints, customer buying preferences, and market demographics.
• Customer satisfaction survey (CSAT). This is closely related to analytics but with a specific objective, that is, to show the relationship of customer satisfaction rate with sales trends. For example, you can use the feature to determine if the volume of complaints is inversely proportional to the trajectory of your sales.

Advanced features. Our HelpDesk have more complex features that may include all or some of the following:

• Content management system for knowledge base publishing
• Advanced filters and tags for more search options
• Social media integration to track social comments about your company
• CRM features or a seamless CRM integration
• Time tracking to measure the resolution rate per agent
• Sophisticated reporting tools such as data visualization