Route tickets based on values of fields, changes to ticket status and time based conditions
(Based on 579 reviews)
Respond to common requests with standard reply
(Based on 531 reviews)
Service Level Agreement Management
(Based on 358 reviews)
Documents and files can be attached to the ticket to communicate with customer issues/resolutions
(Based on 560 reviews)
Share and collaborate on tickets with multiple customer service representatives
(Based on 561 reviews)
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.
(Based on 125 reviews)
Interactive FAQs & Forums
Allows site administrators to participate in forums and update FAQs accordingly.
(Based on 122 reviews)
Scours various channels for brand mentions to proactively seek reparative communications.
(Based on 70 reviews)
Creates and assigns support tickets, scheduling them in a timely manner.
(Based on 97 reviews)
Allows administrators to create templated responses to frequently asked questions.
(Based on 86 reviews)
Allows employees to communicate and collaborate on the problem solving journey.
(Based on 85 reviews)
Takes users to a customer-based site location, customized to match the site. Can either be public or require login.
(Based on 123 reviews)
Forum to Reponse
Creates tickets from forum questions that were not resolved within the community.
(Based on 108 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 193 reviews)
Embeds live chat capabilities within self-service tools.
(Based on 102 reviews)
Connects employees with customers through a calling solution.
(Based on 43 reviews)
Connects employees with customers through a text message solution.
(Based on 36 reviews)
Connects employees with customers through an email solution.
(Based on 98 reviews)
Connects employees with customers through a social media solution.
(Based on 68 reviews)
Connects employees with customers through a live chat solution.
(Based on 62 reviews)
Provides opportunity for customers to give feedback through a survey.
(Based on 66 reviews)
Enables administrators to create customized reports reflecting customer satisfaction.
(Based on 89 reviews)
Allows administrators to track visitor activity to understand the research that was done before turning to customer service.
(Based on 77 reviews)
Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.
(Based on 90 reviews)
Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
(Based on 457 reviews)
Email to Case
Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
(Based on 532 reviews)
Ability for customer service agents to communicate with customers via live chat to solve problems live
(Based on 318 reviews)
Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks
(Based on 267 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
(Based on 280 reviews)
Products and Version Tracking
Central repository for tracking products and product versions customer is using
(Based on 191 reviews)
Provides abilty for customer reps to use a script when calling customers for common reasons
(Based on 126 reviews)
Interactive Voice Response (IVR)
Automates interactions with telephone callers so that calls can be routed to the appropriate agent
(Based on 113 reviews)
Online discussion functionality so customers can have conversations among each other
(Based on 308 reviews)
Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry
(Based on 440 reviews)
Allows customers to enter and vote on suggestions to products and services
(Based on 339 reviews)
Allows customers to post questions publicly and get answers from customer service agents and other customers
(Based on 328 reviews)
Functionality to Monitor social activity for brands/products and respond in social network to customers social activity
(Based on 213 reviews)
(Based on 494 reviews)
(Based on 511 reviews)
ITIL is a methodology for ticket management that some Help Desk tools are built to support
(Based on 100 reviews)
Mobile User Support
Allows software to be easily used on multiple mobile devices include phone and tablet devices.
(Based on 248 reviews)
User, Role, and Access Management
Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
(Based on 264 reviews)
(Based on 147 reviews)
Performance & Reliability
(Based on 270 reviews)
(Based on 214 reviews)