Features at a glance
Generic helpdesk software solution for support teams with diverse customer base
Help Desk Automation
Reduces your support load with tailor-made automation
The help desk automation delivers improved communication within your team, ensures faster response time and increases customer satisfaction.
Save time to focus on your core mission
Speed up responses to customer requests by automatically carrying out predefined actions.
Workflow rules
Event and keywords based workflow rules for accelerated actions.
Send automated email notifications
Inform your support team and customers wherein an information provision is necessary.
Request submission and Scheduled actions
Manage acceptance of new requests and turn on scheduled actions.
Helpdesk Automation
Streamlines support process in your help desk.
Support ticketing, Live chat, Knowledge base & FAQs
Customer Support Portal
Provides a single point of access for customers' issues with self-service capabilities.
Support ticketing
Allow customers to submit new requests and track information on their recent and past support ticketing activity.
Customer dashboard
Summary information is provided to customer managers and other members of their group or company about recent support activity.
Live chat
Integrated live chat enables real-time conversations between your team and customers.
Knowledge base and FAQs
Provides customers access to common answers and tutorials on frequently asked questions in an organized form.
Customer Support Portal
Help desk software extended with self-service capabilities
Instant details about support activities
Reporting and Analytics
Collects real-time data for support-related metrics and presents through multiple data dimensions.
Supervise Team Performance
Correct allocation of support team resources with quick comparison of their workload.
Customer Service Metrics
Average resolution and response time with SLA performance monitoring.
Real-time information
Timely information extracted from different data sources as it is collected or updated.
Aggregated reports
Aggregated information about all customer support activities based on multiple data dimensions.
Helpdesk Reporting & Analytics
Quick comparison of workload and service level performance.
Refine Appearance, Settings, and Fine-Tuning for high utilization
Helpdesk Customization
Nearly every part of the system and data can be adjusted and customized. Align support portal with the volume of your daily requests, company size and type of business. Set up the portal appearance, user account provisioning, ticket data collection, and more.
Customer Account Management
Centralized customer database: manage customer accounts, roles, and groups.
Appearance and Localization
Set background theme, add company logo, and adjust time zone with preferred date/time format
Support ticketing forms
Set up custom request submission and ticket update forms with additional data.
Email templates
Include the most important information needed for transparent communication between customers.
Live Chat
Live chat speeds up the support process by allowing for a more natural and timely conversation, where a skilled support agent can ask the right questions at the right time and direct a customer to the best available person. It allows you to combine real-time chat support with self-service options, enhancing the support experience for customers according to their preferences and the capabilities of the support team.
Real-time conversation
Live chat appears as a pop-up on your website or in your support portal. When your customers open the chat window, they are able to request a conversation with your support team.
Agent tool
On the agent's side, the overall layout is very much similar to what the customer sees. Additional information about the customer are presented during the chat session: customer profile, previous requests, tickets, and chat sessions.
Search chat sessions
The agent can search chat sessions and entire conversations using a set of keywords without the need to memorize previous solutions and answers.
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Ensure fast implementation and efficient utilization
Improve your company's ability to address issues and requests supporting diverse customers in a transparent help desk environment.