ClickDesk

3.8
(28)

Live chat and online engagement.

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ClickDesk Features

Ticket and Case Management

Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

88%
(Based on 9 reviews)

Response Automation

Respond to common requests with standard reply

90%
(Based on 9 reviews)

SLA Management

Service Level Agreement Management

96%
(Based on 7 reviews)

Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

88%
(Based on 9 reviews)

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

87%
(Based on 8 reviews)

Ticket Creation User Experience

User Experience of creating and submitting a ticket

93%
(Based on 8 reviews)

Ticket Response User Experience

User Experience of responding and recieving a response

89%
(Based on 8 reviews)

Communication

Pop-up Chat

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

80%
(Based on 15 reviews)

Notifications

Delivers notifications to both sides of the conversation.

74%
(Based on 15 reviews)

Targeted Emails

Sends automated emails to further engage clients and potential clients.

85%
(Based on 11 reviews)

In-App Messaging

Allows for live chat to be enabled within the app for customer help.

86%
(Based on 12 reviews)

Internal Use

Customization

85%
(Based on 16 reviews)

Conversation Archiving

Archives conversations in a separate location for later reference.

84%
(Based on 13 reviews)

Lead Development

Enables employees to denote potential customers.

79%
(Based on 13 reviews)

Knowledge Base

Establishes a knowledge base for employee reference during conversations.

85%
(Based on 12 reviews)

Team Inbox

Provides a central location for help requests, helping employees respond sooner.

80%
(Based on 12 reviews)

Customer Profiles

Allows for the creation of profiles for contacts and customers.

78%
(Based on 14 reviews)

Communication Channels

Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

94%
(Based on 8 reviews)

Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

90%
(Based on 9 reviews)

Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

96%
(Based on 8 reviews)

Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

87%
(Based on 9 reviews)

Call Center

Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

79%
(Based on 7 reviews)

Customer and Contacts Database

Central repository for account and contact information

92%
(Based on 9 reviews)

Products and Version Tracking

Central repository for tracking products and product versions customer is using

78%
(Based on 8 reviews)

Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

85%
(Based on 7 reviews)

Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

87%
(Based on 8 reviews)

Self Service/Community

Forums

Online discussion functionality so customers can have conversations among each other

80%
(Based on 6 reviews)

Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

91%
(Based on 7 reviews)

Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

79%
(Based on 7 reviews)

Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

94%
(Based on 7 reviews)

Reporting & Analytics

Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

88%
(Based on 5 reviews)

Reporting

87%
(Based on 7 reviews)

Dashboards

87%
(Based on 7 reviews)

Platform

ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

Not enough data available

Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

Not enough data available

Customization

85%
(Based on 16 reviews)

User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Not enough data available

Internationalization

Not enough data available

Performance & Reliability

Not enough data available

Integration APIs

Not enough data available