Fast answers to common questions are available at your fingertips. Create detailed reports including graphs and charts. Export data to CSV or PDF.
Monitor agent activity, hours worked, billing and ticket satisfaction scores.
Divide up the helpdesk and control access with departments and permissions.
With fine-grained agent permissions, you can control exactly what functions and tickets each agent can access.
Compartmentalise sensitive information. Limit trainee agents until they're ready for more responsibility.
The Report Builder offers 50+ built-in reports that you can customize with pull-downs to display data in thousands of combinations.
Need more precision? Use the simple DPQL query language to make reports with exactly the right data for each stakeholder.
Audit what your agents do and how long they spend actively using the interface. Improve agent effectiveness with easy-to-use automation features like macros, snippets and mass actions.
Break down billing and time charges by agent, person, or organization.