Allow for open and effective communication across your teams.
Give agents the tools they need to provide great customer support.
Promote constant and friendlier communication between teams.
Inter-agent communication capabilities
Instant Messaging allows agents to create chats between themselves from within the agent interface of your helpdesk.
Deskpro's Instant Messaging (IM) function eliminates the need for alternative professional messaging services like Slack or Teams. Because your agents can operate entirely within the helpdesk, messaging each other separately from ticketing events.
The helpdesk feels like an extension of the workplace as friendly IM lets typical office interactions continue virtually.
Combining both IM and email software into the same interface reduces reliance on other forms of communication.
Response times are quicker with IM than other inter-agent communication so tickets are resolved faster.
If you do still need 3rd party messaging services these can be integrated into Deskpro easily.
Great customer support is all about teamwork
Agents that need support from their team members can utilize the IM service to communicate with their department. One agent can request help from another member of a team by sending them ticket information.
Notify an agent that their help is required on a ticket by @ mentioning them in the notes of a ticket, this mention will appear in their IM window.
Attaching a ticket in a message to another agent creates a hyperlink that will bring up the ticket window from the IM when clicked.
I love the fact that our staff can have chats amongst themselves internally while they're chatting with a customer if they need support from a peer in-house.John IssaDirector of Operations
Turn group chats into productive discussions
Instant messaging is also available as a group function which allows agents to have discussions with more senior agents via group or one-on-one chats.
Being able to quickly link the necessary information saves everyone time and helps resolve issues that require more senior authorization promptly.
Temporary groups enable individual agents to quickly discuss something important without needing to be a department or team wide conversation.
Any major issues with your service and you can easily notify all your agents through group messaging.
Mentioning an agent in group messages saves them time as they are immediately notified that their help is needed.
Each of the individual agents in group chats have different colored messages for clarity.
The internal instant messaging is a great help. Obviously, we do communicate through tickets but if there is anything urgent you can jump on the instant messenger straight away.Glenn JacksonIT Support Engineer
Give your team the thumbs up 👍
Incorporate emojis into instant messaging. Great for saving time, expressing emotions, clarifying the meaning of a message or just adding some dazzle and personality to long text conversations.
Humanize your inter-agent interactions through quick image responses; add context cues to virtual communication and avoid misunderstandings.
Manage all your internal conversations
Organize your instant messaging with ease and find specific information quickly with quick search features in your messaging interface.
With a handy delete function you can clear out old chats that you no longer need. But they will still be searchable if you require the information in the future.
The search feature makes hunting down a specific message or conversation about a ticket easy.
Personalize how you are notified
Agents decide their own instant message notifications through their settings, they can be notified through email and IM or just through the IM interface.
You can see which other agents are logged into a session on the helpdesk in the agent interface.
Internal messages that are awaiting a response are displayed through number icons next to the other agents name tag.
We spent four months, combing through all the various ticketing systems, and Deskpro kept coming out top. Moving from Outlook to Deskpro gave us visibility and has saved us countless hours by automating complex routing.Chris EvansVP of IT Operations
Deskpro is a very flexible and easy to use ticketing system environment. The integration with our Active Directory was a breeze and customer support was phenomenal. I’m very happy with the product and recommend it to every business.Mohamed Jad AmraouiSystems Engineer
Deskpro is a great tool and helps our teams collaborate better. We make data-driven decisions using the reports to keep improving for our users.Robert TankaHead of Technical Operations
We heavily vetted several applications and found Deskpro was the right choice to support our multi-branding needs. Customers contacting us via different brands automatically get connected to the most appropriate agents.Matt GoldfarbExecutive Director of Support