Route tickets based on values of fields, changes to ticket status and time based conditions
(Based on 226 reviews)
Respond to common requests with standard reply
(Based on 215 reviews)
Service Level Agreement Management
(Based on 182 reviews)
Documents and files can be attached to the ticket to communicate with customer issues/resolutions
(Based on 212 reviews)
Share and collaborate on tickets with multiple customer service representatives
(Based on 214 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.
(Based on 96 reviews)
Makes articles in the knowledge base searchable on the web.
(Based on 90 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.
(Based on 20 reviews)
Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.
(Based on 49 reviews)
Delivers notifications to both sides of the conversation.
(Based on 52 reviews)
Sends automated emails to further engage clients and potential clients.
Allows for live chat to be enabled within the app for customer help.
(Based on 35 reviews)
Scours various channels for brand mentions to proactively seek reparative communications.
(Based on 8 reviews)
Creates and assigns support tickets, scheduling them in a timely manner.
(Based on 42 reviews)
Allows administrators to create templated responses to frequently asked questions.
Allows employees to communicate and collaborate on the problem solving journey.
(Based on 31 reviews)
Takes users to a customer-based site location, customized to match the site. Can either be public or require login.
(Based on 89 reviews)
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.
(Based on 93 reviews)
Embeds live chat capabilities within self-service tools.
(Based on 63 reviews)
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.
Connects employees with customers through a calling solution.
(Based on 25 reviews)
Connects employees with customers through a text message solution.
Connects employees with customers through an email solution.
(Based on 40 reviews)
Connects employees with customers through a social media solution.
Connects employees with customers through a live chat solution.
Provides opportunity for customers to give feedback through a survey.
Enables administrators to create customized reports reflecting customer satisfaction.
(Based on 33 reviews)
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 36 reviews)
Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
(Based on 193 reviews)
Email to Case
Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
(Based on 228 reviews)
Ability for customer service agents to communicate with customers via live chat to solve problems live
(Based on 146 reviews)
Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks
(Based on 109 reviews)
Make, Receive, and Record Calls
Make and receive calls directly in the application. Track and record calls for analysis.
(Based on 88 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
(Based on 91 reviews)
Provides abilty for customer reps to use a script when calling customers for common reasons
(Based on 72 reviews)
Interactive Voice Response (IVR)
Automates interactions with telephone callers so that calls can be routed to the appropriate agent
(Based on 70 reviews)
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
(Based on 172 reviews)
Allows customers to enter and vote on suggestions to products and services
(Based on 131 reviews)
Allows customers to post questions publicly and get answers from customer service agents and other customers
(Based on 133 reviews)
Functionality to Monitor social activity for brands/products and respond in social network to customers social activity
(Based on 108 reviews)
(Based on 206 reviews)
(Based on 216 reviews)
ITIL is a methodology for ticket management that some Help Desk tools are built to support
(Based on 80 reviews)
Mobile User Support
Allows software to be easily used on multiple mobile devices include phone and tablet devices.
(Based on 124 reviews)
User, Role, and Access Management
Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
(Based on 186 reviews)
(Based on 117 reviews)
Performance & Reliability
(Based on 173 reviews)
(Based on 105 reviews)