Service
Brings You The Best Helpdesk!
A fully-featured web-based ticketing system for helpdesk or customer support. It ships in with a multitude of features for handling customer communication through various channels such as social networks (Facebook and Twitter), live chat, e-mails as well as telephone, it also let you record work hours, assign business affiliation based email domain and allow multitasking as well support full-text search. It supports all the modern features which can help to provide most satisfying customer support experience.
Your fast and knowledgeable helpdesk
- Supports various security mechanisms such as device-logging and two- factor-authentication
- Provides a customer interface, where they can track the current editing
- Supports external authentication via Twitter, Facebook, LinkedIn Immediately reports changes to objects
- Supports individual escalation or setting client solution time limit
Service saves all your work forever. The automatic historization of all changes means you can track all your edits, updates, and correspondences at any time. You can even follow up even on older tickets years after they were created.
Wanting to help and being able to help do not always go hand in hand. That’s why we have integrated numerous great features that make it easy for helpdesk agents (aka support heroes) to respond quickly, reliably, and competently.
Create individual overviews – specifically for your different teams. Numbers, names, columns, properties, and permissions can be defined by the administrator.
See immediately when someone comments on your Facebook, Slack, Twitter, Instagram and Telegram posts. The corresponding integration allows you to reply quickly and directly in the Service interface itself that ensures short response times.
Historization
Automatic historization of all changes means you can track all your edits, updates, and correspondences at any time.
Dashboard
Dashboard shows you what you have missed. Be it new messages, assigned tickets, or missed calls.
SLA / Escalations
Would you like to guarantee certain customers a specific reaction or solution time? We can help you to meet and evaluate it!
Individual Fields
You can determine what attributes a ticket, customer, or organization has and act on it or customize it.
Branding
Individual people require individual styles. Design your signatures freely and add your company logo to the platform.
Out of office
You're not there? But the ticket is waiting! No problem - just appoint a replacement who will receive your tasks automatically.
Smart Chat
Be quick now: via our smart chat, your support team can solve customer queries 7x faster than via conventional email.
Immediate Changes
No processing or loading time - any changes will be reflected immediately & your colleagues can see latest updates.
Customer Interface
After customers have created tickets, they can track the status via the customer interface. So, everyone is always in the picture.
Multiple Tasks
Open and edit multiple documents (tickets, users, organizations) at the same time without switching windows.
Groups
Form groups to create separation within the teams & departments. You can easily specify senders, assign permissions, and more!
Time Recording
Enables agents to record the exact processing time per ticket. This makes planning and billing easier.
Conflict Warning
Conflict warning directly indicates when multiple agents are editing the same ticket.
Customer Info Page
All of your customers have their own information page with all contact details and important information.
CSV Import of Users
Import your existing databases, user lists, etc. as CSV files with just one click. So, you have access to everything you need!
Templates
Allows to create individual ticket templates. So, you can save valuable time and be sure to maintain consistency.
Assigning User to Organization
Create a sharing organization and grant its members certain access rights.
Bundle or Split Tickets
Bundle related tickets or split one ticket into several. This way you always have a structured overview of all open to-dos.
Text Modules
With the help of flexible text modules, customer inquiries can be handled more efficiently. Just define your own shortcuts!
Knowledge Base
Makes sure everyone is always in the picture - whether they’re an agent or a customer with the extensive knowledge base.
Supervisory Relationship
Link main tasks with further tickets within seconds by defining a parent-child relationship.
Telephony
An agent can see incoming support calls directly & get customer’s information from CRM apps, Microsoft Teams and Salesforce.
Security
We support various password policies and device logging to ensure that you can work securely and reliably at all times so you can stay safe!
REST API
Link programs quickly, easily, and straightforwardly through a REST API and get real-time information on all your channels and operations.
SSO
Single Sign-On with just one click thanks to the integration of architectures such as SAML or Shibboleth. Don't spend time & just start right away!
LDAP integration
Centralized user/rights management options using our secure LDAP integration so you can automatically assign roles and permissions.
Authentication
Sign in through third parties such as Twitter, Facebook, LinkedIn, or Google via OAuth & connect securely with just one click.
The kind of support
you want to experience
Problem? Solved! We helps your team to find the right answers. After all, great customer service makes all the difference: two thirds of all customers have changed providers because of poor support. But your customers are not among them!
