Route tickets based on values of fields, changes to ticket status and time based conditions
(Based on 306 reviews)
Respond to common requests with standard reply
(Based on 290 reviews)
Service Level Agreement Management
(Based on 218 reviews)
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
(Based on 294 reviews)
Ticket Creation User Experience
User Experience of creating and submitting a ticket
(Based on 313 reviews)
Ticket Response User Experience
User Experience of responding and recieving a response
(Based on 315 reviews)
Provides a repository of information that can be used by those seeking support.
Makes articles in the knowledge base searchable on the web.
(Based on 26 reviews)
Enables users to engage with other users to solve common issues.
(Based on 24 reviews)
Interactive FAQs & Forums
Allows site administrators to participate in forums and update FAQs accordingly.
(Based on 18 reviews)
Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.
(Based on 50 reviews)
Delivers notifications to both sides of the conversation.
(Based on 49 reviews)
Sends automated emails to further engage clients and potential clients.
Allows for live chat to be enabled within the app for customer help.
(Based on 30 reviews)
Scours various channels for brand mentions to proactively seek reparative communications.
Creates and assigns support tickets, scheduling them in a timely manner.
(Based on 17 reviews)
Allows administrators to create templated responses to frequently asked questions.
Allows employees to communicate and collaborate on the problem solving journey.
Takes users to a customer-based site location, customized to match the site. Can either be public or require login.
Forum to Reponse
Creates tickets from forum questions that were not resolved within the community.
(Based on 25 reviews)
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.
Embeds live chat capabilities within self-service tools.
Archives conversations in a separate location for later reference.
(Based on 39 reviews)
Enables employees to denote potential customers.
Establishes a knowledge base for employee reference during conversations.
(Based on 38 reviews)
Provides a central location for help requests, helping employees respond sooner.
Allows for the creation of profiles for contacts and customers.
Connects employees with customers through a calling solution.
Connects employees with customers through a text message solution.
Connects employees with customers through an email solution.
Connects employees with customers through a social media solution.
Connects employees with customers through a live chat solution.
(Based on 19 reviews)
Provides opportunity for customers to give feedback through a survey.
Enables administrators to create customized reports reflecting customer satisfaction.
(Based on 14 reviews)
Allows administrators to track visitor activity to understand the research that was done before turning to customer service.
Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.
(Based on 16 reviews)
Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
(Based on 244 reviews)
Email to Case
Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
(Based on 291 reviews)
Ability for customer service agents to communicate with customers via live chat to solve problems live
(Based on 273 reviews)
Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks
(Based on 190 reviews)
Make, Receive, and Record Calls
Make and receive calls directly in the application. Track and record calls for analysis.
(Based on 106 reviews)
Customer and Contacts Database
Central repository for account and contact information
(Based on 142 reviews)
Products and Version Tracking
Central repository for tracking products and product versions customer is using
(Based on 100 reviews)
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
(Based on 68 reviews)
Online discussion functionality so customers can have conversations among each other
(Based on 125 reviews)
Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry
(Based on 215 reviews)
Allows customers to enter and vote on suggestions to products and services
Allows customers to post questions publicly and get answers from customer service agents and other customers
(Based on 160 reviews)
Functionality to Monitor social activity for brands/products and respond in social network to customers social activity
(Based on 157 reviews)
(Based on 258 reviews)
ITIL is a methodology for ticket management that some Help Desk tools are built to support
(Based on 91 reviews)
Mobile User Support
Allows software to be easily used on multiple mobile devices include phone and tablet devices.
(Based on 174 reviews)
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 144 reviews)