CRMdesk

(51)
3.8 out of 5 stars

Help Desk Software

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CRMdesk Features

Ticket and Case Management
Workflow

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

85%
(Based on 31 reviews)
Response Automation

Respond to common requests with standard reply

82%
(Based on 29 reviews)
SLA Management

Service Level Agreement Management

79%
(Based on 24 reviews)
Attachments/Screencasts

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

81%
(Based on 27 reviews)
Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

85%
(Based on 27 reviews)
Ticket Creation User Experience

User Experience of creating and submitting a ticket

83%
(Based on 29 reviews)
Ticket Response User Experience

User Experience of responding and recieving a response

78%
(Based on 29 reviews)
Communication Channels
Customer Portal

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

82%
(Based on 31 reviews)
Email to Case

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

83%
(Based on 28 reviews)
Chat/Live Support

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

82%
(Based on 24 reviews)
Social Integration

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

85%
(Based on 26 reviews)
Call Center
Make, Receive, and Record Calls

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

82%
(Based on 24 reviews)
Customer and Contacts Database

Central repository for account and contact information

80%
(Based on 28 reviews)
Products and Version Tracking

Central repository for tracking products and product versions customer is using

84%
(Based on 25 reviews)
Call Scripting

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

79%
(Based on 21 reviews)
Interactive Voice Response (IVR)

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

81%
(Based on 21 reviews)
Self Service/Community
Forums

Online discussion functionality so customers can have conversations among each other

79%
(Based on 26 reviews)
Knowledge Base

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

80%
(Based on 28 reviews)
Ideas/Feedback

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

81%
(Based on 27 reviews)
Q&A

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

82%
(Based on 26 reviews)
Reporting & Analytics
Social Monitoring

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

78%
(Based on 25 reviews)
Reporting

82%
(Based on 29 reviews)
Dashboards

84%
(Based on 28 reviews)
Platform
ITIL Compliance

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

76%
(Based on 12 reviews)
Mobile User Support

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

73%
(Based on 11 reviews)
Customization

72%
(Based on 13 reviews)
User, Role, and Access Management

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

78%
(Based on 13 reviews)
Internationalization

78%
(Based on 13 reviews)
Performance & Reliability

79%
(Based on 13 reviews)
Integration APIs

82%
(Based on 12 reviews)