Customer Support Software

All The Helpdesk Ticketing System Features you Need to Support Your Customers

Fusion CX > Helpdesk Ticketing System Features

Omnichannel Ticketing

Empower your employees to interact better and understand your customers better than before.

Email

Enable your agents to respond faster to emails via automatically generated tickets and resolve the issue of the customer.

Voice
Voice

Make every conversation count with live call recording and quality management. Equip your agents with contextual data of these interactions.

Chat
Chat

Initiate and receive chat from your customers on chat portal. Provide your agent with the tool to handle multiple chats in real-time without toggling between screens.

social
Social

Use social media tools to convert your customers into promoters. Integrate Facebook, Twitter, WhatsApp, WeChat, Viber, and Line, be where your customer is.

customer-360deg
Customer 360°

Map your customer journey across channels, arm your agents with a single view of conversation with customers and improve customer support.

mobile-sdk
Mobile SDK

Embed SDK in your business mobile application and let your customers connect with your agents via a Call or Chat directly.

Increase Agent Productivity

Empower your Agents with best Customer Support Tools, Insights, and Knowledge

agent-desktop
Unified Agent Desktop

Arm your agents with a single view of all interaction channels, customer data, previous interactions and knowledge base.

Sentiment Analysis

Equip your agents with customer intelligence like customer mood, intent and behavior to drive better conversations.

Collaboration
Collaboration

Collaborate with peers to manage tickets better through instant internal chat and call functionalities.

LITE-ticket
LITE Tickets

Get one step resolution for closing and updating lower complexity tickets. Visually segregate LITE from regular Tickets.

Agent-apps
Field Agent App

Streamline field operations by taking control of your last mile ticket resolution in real time.

Automate Operations

Save agent time and effort by automating the repetitive tasks

Ticket-Prioritization
Ticket Prioritization

Never lose any ticket by automatically prioritizing the tickets the moment they are created

Routing-rules
Routing Rules

Configure rules to distribute and assign tickets to agents according to their availability and workload

Voice-of-Customer
Voice of Customer

Know the perception of the customer about your services and brand using feedback and surveys across channels

Rule-Engine
Rule Engine

Set business rules to take ticket actions based on time lapsed or event occurrence

Heat Map

Analyze and assign a status to each open ticket based on relevant parameters, allowing agents to identify critical tickets easily

Ticket-Resolver
Ticket Resolver

Automatically merge multiple tickets regarding the same subject from the same customer

Self Service

Empowering customers one step at a time

Knowledge-base
Knowledge Base

A complete repository of all the FAQs and self-help content enable the customers to help themselves.

Chatbot-Integration
Chatbot Integration
Integrate with your own chatbot to deliver an AI-powered customer experience
Customer-portal
Customer Portal

Let the customer own their ticket by creating, re-opening, or monitoring their ticket via a mobile customer portal.

Measuring and Reporting

Measure important metrics to strategize and improve operational efficiency.

Dashboard
Dashboard

Get historical and real-time data of all the relevant metrics.

Monitoring
Monitoring

Real-time monitoring of the operations – tickets, agent performance and trends.

Report Scheduler

Schedule default and custom reports to be sent to you when you want.

Bird-eye-view
Bird’s Eye View

Get an in-depth as well as an overall understanding of your help desk to make informed decisions.

A guide to everything you need to know about a helpdesk software.