BeDesk – Customer Support Software & Helpdesk Ticketing System v2.0.0

8 May 2024 - 2:36 pm

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Item Details

BeDesk is a self-service, feature-packed customer support, ticketing, email management and helpdesk software that requires no coding or server knowledge to set up.
It can automatically convert emails into tickets/responses and send agent responses from BeDesk as emails. Customers can also create tickets and respond directly from the BeDesk site.

Features

  1. Ticket Management:

    • Creation and tracking of customer support tickets.
    • Customizable ticket fields to gather relevant information.
    • Assigning and prioritizing tickets based on urgency.

  2. Multi-Channel Support:

    • Integration with various communication channels, including email, live chat, social media, and phone.
    • Consolidation of customer interactions from multiple channels into a single dashboard.

  3. Automation and Routing:

    • Automated ticket routing to the appropriate support agents or teams.
    • Workflow automation for repetitive tasks.

  4. Knowledge Base:

    • Creation and management of a knowledge base with articles and FAQs.
    • Self-service options for customers to find answers to common questions.

  5. Canned Responses:

    • Library of pre-written responses to common customer inquiries for quick and consistent responses.

  6. SLA (Service Level Agreement) Management:

    • Setting and monitoring response and resolution times to meet service level commitments.

  7. Reporting and Analytics:

    • Generate reports on ticket volume, response times, customer satisfaction, and other key metrics.
    • Use analytics to identify areas for improvement.

  8. Customer Data Management:

    • A centralized database of customer information and interactions.
    • Customer history and profile access for agents.

  9. Integration with CRM Systems:

    • Integration with customer relationship management systems to manage customer relationships effectively.

  10. Multi-Agent Collaboration:

    • Tools for support agents to collaborate and share information within the platform.

  11. Ticket Escalation:

    • The ability to escalate tickets to higher-level support if necessary.

  12. Customer Feedback:

    • Gathering and analyzing customer feedback to improve service quality.

  13. Multi-Language Support:

    • Capability to provide support in multiple languages for a diverse customer base.

  14. Customization and Branding:

    • Customization options to match the helpdesk to your brand’s look and feel.

  15. Security and Access Control:

    • Role-based access control to restrict access to sensitive information.
    • Data encryption and security features to protect customer data.

  16. API and Integrations:

    • Support for integrating with other software applications and services to extend functionality.

  17. Mobile Accessibility:

    • Mobile apps or responsive design for agents to manage tickets and provide support on the go.

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