Route tickets based on values of fields, changes to ticket status and time based conditions
Respond to common requests with standard reply
(Based on 72 reviews)
Service Level Agreement Management
Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Share and collaborate on tickets with multiple customer service representatives
Ticket Creation User Experience
User Experience of creating and submitting a ticket
(Based on 68 reviews)
Ticket Response User Experience
User Experience of responding and recieving a response
(Based on 71 reviews)
Provides a repository of information that can be used by those seeking support.
(Based on 56 reviews)
Makes articles in the knowledge base searchable on the web.
Enables users to engage with other users to solve common issues.
Interactive FAQs & Forums
Allows site administrators to participate in forums and update FAQs accordingly.
Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.
Delivers notifications to both sides of the conversation.
Sends automated emails to further engage clients and potential clients.
(Based on 31 reviews)
Allows for live chat to be enabled within the app for customer help.
(Based on 42 reviews)
Takes users to a customer-based site location, customized to match the site. Can either be public or require login.
(Based on 51 reviews)
Forum to Reponse
Creates tickets from forum questions that were not resolved within the community.
Tickets and Tagging
Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.
(Based on 58 reviews)
Embeds live chat capabilities within self-service tools.
Archives conversations in a separate location for later reference.
(Based on 36 reviews)
Enables employees to denote potential customers.
(Based on 24 reviews)
Establishes a knowledge base for employee reference during conversations.
(Based on 32 reviews)
Provides a central location for help requests, helping employees respond sooner.
Allows for the creation of profiles for contacts and customers.
(Based on 30 reviews)
Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
Email to Case
Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
Ability for customer service agents to communicate with customers via live chat to solve problems live
Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks
Make, Receive, and Record Calls
Make and receive calls directly in the application. Track and record calls for analysis.
Customer and Contacts Database
Central repository for account and contact information
(Based on 45 reviews)
Products and Version Tracking
Central repository for tracking products and product versions customer is using
Provides abilty for customer reps to use a script when calling customers for common reasons
Interactive Voice Response (IVR)
Automates interactions with telephone callers so that calls can be routed to the appropriate agent
Online discussion functionality so customers can have conversations among each other
(Based on 40 reviews)
Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry
Allows customers to enter and vote on suggestions to products and services
(Based on 48 reviews)
Allows customers to post questions publicly and get answers from customer service agents and other customers
Functionality to Monitor social activity for brands/products and respond in social network to customers social activity
(Based on 63 reviews)
(Based on 66 reviews)
ITIL is a methodology for ticket management that some Help Desk tools are built to support
(Based on 9 reviews)
Mobile User Support
Allows software to be easily used on multiple mobile devices include phone and tablet devices.
User, Role, and Access Management
Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Performance & Reliability
(Based on 20 reviews)