Continuum Help Desk

4.0
(14)

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

72%
(Based on 10 reviews)

Response Automation

Respond to common requests with standard reply

78%
(Based on 9 reviews)

SLA Management

Service Level Agreement Management

68%
(Based on 8 reviews)

Attachments/Screencasts

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

72%
(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

84%
(Based on 10 reviews)

Ticket Response User Experience

User Experience of responding and recieving a response

81%
(Based on 10 reviews)

Communication Channels

Customer Portal

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

80%
(Based on 9 reviews)

Email to Case

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

79%
(Based on 10 reviews)

Chat/Live Support

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

85%
(Based on 9 reviews)

Social Integration

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

75%
(Based on 6 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 5 reviews)

Customer and Contacts Database

Central repository for account and contact information

88%
(Based on 5 reviews)

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

82%
(Based on 5 reviews)

Knowledge Base

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

73%
(Based on 5 reviews)

Ideas/Feedback

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

70%
(Based on 5 reviews)

Q&A

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

67%
(Based on 5 reviews)

Reporting & Analytics

Social Monitoring

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

76%
(Based on 7 reviews)

Reporting

73%
(Based on 10 reviews)

Dashboards

80%
(Based on 9 reviews)

Platform

ITIL Compliance

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

82%
(Based on 6 reviews)

Mobile User Support

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

76%
(Based on 7 reviews)

Customization

87%
(Based on 7 reviews)

User, Role, and Access Management

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

83%
(Based on 8 reviews)

Internationalization

73%
(Based on 5 reviews)

Performance & Reliability

76%
(Based on 7 reviews)

Integration APIs

79%
(Based on 8 reviews)