Support Desk
Tickets, a knowledge base and customer satisfaction, with response targets that are actually watched.
Customers write in by email, chat or the portal. Each ticket gets a target based on its priority and the team is warned before it is missed.
What you can do
- Tickets with priorities, assignment, internal notes and a customer-facing thread
- Response and resolution targets by priority, with warnings before a breach and an alert when one happens
- A knowledge base, and a one-click way to turn a solved ticket into an article
- A live chat widget you embed on your website; a chat can be closed into a ticket
- CSAT and NPS surveys, and a satisfaction page the customer can open from an email
- Optional incident and change management for IT teams: priority levels, escalation, root-cause before close, approval boards and a change calendar
- Reports on volume, first response time and first-contact resolution
Good to know
- Targets count elapsed hours, not business hours.