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Continuum Help Desk

3.9
(10 reviews)

Continuum Help Desk is a cloud-based solution that allows you to reach your customers through chat, email and phone.

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Continuum Help Desk Features

Ticket and Case Management

Workflow

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

70%
(Based on 7 reviews)

Response Automation

Respond to common requests with standard reply

75%
(Based on 6 reviews)

SLA Management

Service Level Agreement Management

64%
(Based on 5 reviews)

Attachments/Screencasts

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

73%
(Based on 6 reviews)

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

91%
(Based on 5 reviews)

Ticket Creation User Experience

User Experience of creating and submitting a ticket

81%
(Based on 7 reviews)

Ticket Response User Experience

User Experience of responding and recieving a response

79%
(Based on 7 reviews)

Communication Channels

Customer Portal

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

75%
(Based on 6 reviews)

Email to Case

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

76%
(Based on 7 reviews)

Chat/Live Support

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

88%
(Based on 6 reviews)

Social Integration

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

Not enough data available

Call Center

Make, Receive, and Record Calls

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

Not enough data available

Customer and Contacts Database

Central repository for account and contact information

Not enough data available

Products and Version Tracking

Central repository for tracking products and product versions customer is using

Not enough data available

Call Scripting

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

Not enough data available

Interactive Voice Response (IVR)

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

Not enough data available

Self Service/Community

Forums

Online discussion functionality so customers can have conversations among each other

Not enough data available

Knowledge Base

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

Not enough data available

Ideas/Feedback

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

Not enough data available

Q&A

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

Not enough data available

Reporting & Analytics

Social Monitoring

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

76%
(Based on 5 reviews)

Reporting

70%
(Based on 7 reviews)

Dashboards

78%
(Based on 6 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.

73%
(Based on 5 reviews)

Customization

88%
(Based on 5 reviews)

User, Role, and Access Management

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

91%
(Based on 5 reviews)

Internationalization

Not enough data available

Performance & Reliability

Not enough data available

Integration APIs

73%
(Based on 5 reviews)