Route tickets based on values of fields, changes to ticket status and time based conditions
Respond to common requests with standard reply
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
Ticket Response User Experience
User Experience of responding and recieving a response
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 14 reviews)
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.
(Based on 69 reviews)
Delivers notifications to both sides of the conversation.
(Based on 76 reviews)
Sends automated emails to further engage clients and potential clients.
Allows for live chat to be enabled within the app for customer help.
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.
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.
(Based on 20 reviews)
Archives conversations in a separate location for later reference.
(Based on 59 reviews)
Enables employees to denote potential customers.
Establishes a knowledge base for employee reference during conversations.
Provides a central location for help requests, helping employees respond sooner.
(Based on 32 reviews)
Allows for the creation of profiles for contacts and customers.
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
(Based on 23 reviews)
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
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 12 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
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
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.
User, Role, and Access Management
Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Performance & Reliability