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.


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


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


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.


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

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

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

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.


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

LITE Tickets

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

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

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

Routing Rules

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

Voice of Customer

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

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

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

Self Service

Empowering customers one step at a time

Knowledge Base

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

Chatbot Integration
Integrate with your own chatbot to deliver an AI-powered customer experience
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.


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


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’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.