Route tickets based on values of fields, changes to ticket status and time based conditions
Respond to common requests with standard reply
(Based on 123 reviews)
Service Level Agreement Management
(Based on 67 reviews)
Documents and files can be attached to the ticket to communicate with customer issues/resolutions
(Based on 118 reviews)
Share and collaborate on tickets with multiple customer service representatives
(Based on 116 reviews)
Ticket Creation User Experience
User Experience of creating and submitting a ticket
(Based on 126 reviews)
Ticket Response User Experience
User Experience of responding and recieving a response
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.
Allows for live chat to be enabled within the app for customer help.
Archives conversations in a separate location for later reference.
(Based on 141 reviews)
Enables employees to denote potential customers.
(Based on 114 reviews)
Establishes a knowledge base for employee reference during conversations.
(Based on 125 reviews)
Provides a central location for help requests, helping employees respond sooner.
(Based on 110 reviews)
Allows for the creation of profiles for contacts and customers.
(Based on 111 reviews)
Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
(Based on 112 reviews)
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
(Based on 134 reviews)
Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks
(Based on 106 reviews)
Make, Receive, and Record Calls
Make and receive calls directly in the application. Track and record calls for analysis.
(Based on 39 reviews)
Customer and Contacts Database
Central repository for account and contact information
(Based on 59 reviews)
Products and Version Tracking
Central repository for tracking products and product versions customer is using
(Based on 56 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
Online discussion functionality so customers can have conversations among each other
(Based on 63 reviews)
Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry
(Based on 90 reviews)
Allows customers to enter and vote on suggestions to products and services
(Based on 83 reviews)
Allows customers to post questions publicly and get answers from customer service agents and other customers
(Based on 78 reviews)
Functionality to Monitor social activity for brands/products and respond in social network to customers social activity
(Based on 117 reviews)
(Based on 120 reviews)
ITIL is a methodology for ticket management that some Help Desk tools are built to support
Mobile User Support
Allows software to be easily used on multiple mobile devices include phone and tablet devices.
(Based on 42 reviews)
User, Role, and Access Management
Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
(Based on 38 reviews)
Performance & Reliability
(Based on 34 reviews)