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CRMdesk

4.0
(75 reviews)

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

84%
(Based on 45 reviews)

Response Automation

Respond to common requests with standard reply

85%
(Based on 42 reviews)

SLA Management

Service Level Agreement Management

81%
(Based on 38 reviews)

Attachments/Screencasts

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

82%
(Based on 41 reviews)

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

86%
(Based on 39 reviews)

Ticket Creation User Experience

User Experience of creating and submitting a ticket

83%
(Based on 41 reviews)

Ticket Response User Experience

User Experience of responding and recieving a response

82%
(Based on 40 reviews)

Communication Channels

Customer Portal

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

83%
(Based on 44 reviews)

Email to Case

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

86%
(Based on 42 reviews)

Chat/Live Support

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

85%
(Based on 38 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 39 reviews)

Call Center

Make, Receive, and Record Calls

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

84%
(Based on 37 reviews)

Customer and Contacts Database

Central repository for account and contact information

84%
(Based on 42 reviews)

Products and Version Tracking

Central repository for tracking products and product versions customer is using

86%
(Based on 39 reviews)

Call Scripting

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

82%
(Based on 33 reviews)

Interactive Voice Response (IVR)

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

84%
(Based on 34 reviews)

Self Service/Community

Forums

Online discussion functionality so customers can have conversations among each other

82%
(Based on 39 reviews)

Knowledge Base

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

82%
(Based on 42 reviews)

Ideas/Feedback

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

82%
(Based on 39 reviews)

Q&A

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

83%
(Based on 37 reviews)

Reporting & Analytics

Social Monitoring

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

82%
(Based on 37 reviews)

Reporting

84%
(Based on 41 reviews)

Dashboards

88%
(Based on 42 reviews)

Platform

ITIL Compliance

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

79%
(Based on 16 reviews)

Mobile User Support

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

78%
(Based on 15 reviews)

Customization

77%
(Based on 17 reviews)

User, Role, and Access Management

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

81%
(Based on 17 reviews)

Internationalization

80%
(Based on 17 reviews)

Performance & Reliability

78%
(Based on 16 reviews)

Integration APIs

82%
(Based on 16 reviews)