Helpdesk Ticketing System Features
All The Helpdesk Ticketing System Features you Need to Support Your Customers
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.
Map your customer journey across channels, arm your agents with a single view of conversation with customers and improve customer support.
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.
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.
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.
Save agent time and effort by automating the repetitive tasks with a helpdesk ticketing system
Never lose any ticket by automatically prioritizing the tickets the moment they are created with a helpdesk ticketing system
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
Set business rules to take ticket actions based on time lapsed or event occurrence
Analyze and assign a status to each open ticket based on relevant parameters, allowing agents to identify critical tickets easily
Automatically merge multiple tickets regarding the same subject from the same customer
Empowering customers one step at a time
A complete repository of all the FAQs and self-help content enable the customers to help themselves.
Measuring and Reporting
Measure important helpdesk ticketing system 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.
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.
Weave the complete customer engagement strategy
Improve your call center operations with a help desk support system that covers all your outbound and inbound operations.
Learn more about how you can run a call center better with ticket management system features: