Route tickets based on values of fields, changes to ticket status and time based conditions
(Based on 826 reviews)
Respond to common requests with standard reply
(Based on 761 reviews)
Service Level Agreement Management
(Based on 537 reviews)
Documents and files can be attached to the ticket to communicate with customer issues/resolutions
(Based on 785 reviews)
Share and collaborate on tickets with multiple customer service representatives
(Based on 799 reviews)
Ticket Creation User Experience
User Experience of creating and submitting a ticket
(Based on 849 reviews)
Ticket Response User Experience
User Experience of responding and recieving a response
(Based on 852 reviews)
Tools to track and implement required IT changes in a system.
(Based on 12 reviews)
Tools to organize and manage all IT assets within an organization.
(Based on 11 reviews)
Reports & Analytics
A means to view and analyze a large amount of data in order to gain business insights.
Provides a repository of information that can be used by those seeking support.
(Based on 349 reviews)
Makes articles in the knowledge base searchable on the web.
(Based on 340 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.
Scours various channels for brand mentions to proactively seek reparative communications.
(Based on 131 reviews)
Creates and assigns support tickets, scheduling them in a timely manner.
(Based on 178 reviews)
Allows administrators to create templated responses to frequently asked questions.
Allows employees to communicate and collaborate on the problem solving journey.
A place for users to submit tickets when they require IT help.
(Based on 20 reviews)
Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur.
(Based on 17 reviews)
The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met.
Takes users to a customer-based site location, customized to match the site. Can either be public or require login.
(Based on 254 reviews)
Forum to Reponse
Creates tickets from forum questions that were not resolved within the community.
(Based on 226 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.
(Based on 364 reviews)
Embeds live chat capabilities within self-service tools.
Connects employees with customers through a calling solution.
(Based on 90 reviews)
Connects employees with customers through a text message solution.
(Based on 66 reviews)
Connects employees with customers through an email solution.
(Based on 173 reviews)
Connects employees with customers through a social media solution.
(Based on 122 reviews)
Connects employees with customers through a live chat solution.
(Based on 118 reviews)
Provides opportunity for customers to give feedback through a survey.
(Based on 111 reviews)
Enables administrators to create customized reports reflecting customer satisfaction.
(Based on 153 reviews)
Allows administrators to track visitor activity to understand the research that was done before turning to customer service.
(Based on 134 reviews)
Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.
(Based on 161 reviews)
Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
(Based on 651 reviews)
Email to Case
Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
(Based on 757 reviews)
Ability for customer service agents to communicate with customers via live chat to solve problems live
(Based on 473 reviews)
Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks
(Based on 397 reviews)
Make, Receive, and Record Calls
Make and receive calls directly in the application. Track and record calls for analysis.
(Based on 287 reviews)
Customer and Contacts Database
Central repository for account and contact information
(Based on 402 reviews)
Products and Version Tracking
Central repository for tracking products and product versions customer is using
(Based on 283 reviews)
Provides abilty for customer reps to use a script when calling customers for common reasons
(Based on 197 reviews)
Interactive Voice Response (IVR)
Automates interactions with telephone callers so that calls can be routed to the appropriate agent
(Based on 180 reviews)
Online discussion functionality so customers can have conversations among each other
(Based on 452 reviews)
Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry
(Based on 630 reviews)
Allows customers to enter and vote on suggestions to products and services
(Based on 493 reviews)
Allows customers to post questions publicly and get answers from customer service agents and other customers
(Based on 478 reviews)
Functionality to Monitor social activity for brands/products and respond in social network to customers social activity
(Based on 329 reviews)
(Based on 698 reviews)
(Based on 726 reviews)
ITIL is a methodology for ticket management that some Help Desk tools are built to support
(Based on 152 reviews)
Mobile User Support
Allows software to be easily used on multiple mobile devices include phone and tablet devices.
(Based on 265 reviews)
(Based on 351 reviews)
User, Role, and Access Management
Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
(Based on 371 reviews)
Performance & Reliability
(Based on 382 reviews)
(Based on 302 reviews)