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
Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.
(Based on 126 reviews)
Delivers notifications to both sides of the conversation.
Sends automated emails to further engage clients and potential clients.
(Based on 111 reviews)
Allows for live chat to be enabled within the app for customer help.
(Based on 121 reviews)
Archives conversations in a separate location for later reference.
(Based on 123 reviews)
Enables employees to denote potential customers.
(Based on 117 reviews)
Establishes a knowledge base for employee reference during conversations.
Provides a central location for help requests, helping employees respond sooner.
(Based on 120 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
(Based on 57 reviews)
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
(Based on 55 reviews)
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 44 reviews)
Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry
(Based on 50 reviews)
Allows customers to enter and vote on suggestions to products and services
(Based on 51 reviews)
Allows customers to post questions publicly and get answers from customer service agents and other customers
(Based on 52 reviews)
Functionality to Monitor social activity for brands/products and respond in social network to customers social activity
(Based on 53 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.
User, Role, and Access Management
Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
(Based on 22 reviews)
Performance & Reliability
(Based on 24 reviews)