Resolve customer issues effectively and efficiently with a collaborative helpdesk
Allow for open and effective communication across your teams
Give agents the tools they need to provide great customer support
Ensure your helpdesk is equipped to handle issues at scale
Keep everybody focused on what needs their attention
Agents have access to internal messaging totally independent from the user chat system.
Add internal notes and “@” mention colleagues to communicate effortlessly within the ticket workflow.
Follow any ticket and receive notifications via email or IM, keeping you updated wherever you are.
Segment different types of tickets using filters, enabling agents to organise and process the right tickets at the right time.
Automatically rank ticket urgency and importance to help agents prioritise the most pressing tasks.
Create, assign and track tasks linked to tickets without leaving the helpdesk.
See when an agent is writing a draft reply in real-time, or lock tickets to prevent editing.
Save agents hours by configuring triggers that run automatic actions in response to ticket events.
Guarantee customers issues are being resolved. Use SLAs to ensure internal standards are being met.
Setup time-based escalations for tickets that have spent too long in a certain state.
Use mass actions to apply the same actions to up to 50 tickets at the same time.
Assign another agent or team to a ticket. Ensure customers get the right support, from the right people, and at the right time.
Add a new reply or internal note to a ticket with ease. Follow up with customers automatically, or leave yourself a reminder to act in due course.
Use departmental rules to automatically assign conversations to agents or departments.
Group agents together into multiple teams - within, or even across, different departments. Automatically assign the right tickets to the right team.