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.
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.
(Based on 21 reviews)
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.
(Based on 33 reviews)
Sends automated emails to further engage clients and potential clients.
Allows for live chat to be enabled within the app for customer help.
Q & A
Provides forums where employees of various levels can share expertise and processes.
Lets users direct one another to content via customized links, foregoing a lengthy search process.
Incorporates a search bar to help navigate users to appropriate content.
Scours various channels for brand mentions to proactively seek reparative communications.
Creates and assigns support tickets, scheduling them in a timely manner.
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.
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.
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.
Allows for the creation of profiles for contacts and customers.
Updates document administrators after a specified interval of time so as to encourage verification that aged information remains relevant and accurate.
Allows users access to files based on role, or password protections.
Public vs Private
Offers the choice to make a conversation private between specified contributors, or open for public discussion.
Connects employees with customers through a calling solution.
(Based on 8 reviews)
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.
Sends updates to document or file participants when changes have been made.
Tracks activity within file types to help administrators understand what is being used the most.
Allows for the importation of content and knowledge from previously implemented tools.
Stores and readies various file types for viewing.
Provides opportunity for customers to give feedback through a survey.
Enables administrators to create customized reports reflecting customer satisfaction.
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 22 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
Allows users to leave notes or comments on various file types for eventual reference.
Enables comments, liking and other social features within discussions or documents.
Allows users to tag one another in file data or comments for easier search and referencing.
Lets users upload documents, photos and various other file types from their personal devices for greater knowledge sharing.
Make, Receive, and Record Calls
Make and receive calls directly in the application. Track and record calls for analysis.
(Based on 5 reviews)
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
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
(Based on 30 reviews)
(Based on 37 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 28 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 23 reviews)