Features

Each part in detail

A page for every area, with the limits spelled out.

Keep track of every customer request

Each question becomes a ticket with a number. You can see who it is from, how old it is, who is working on it and what was said before.

• Lists you save and shareFilter by anything, then keep the list for the whole team
• Change many at onceClose, assign or tag a hundred requests in one go
• Join duplicate requestsBoth histories are kept
• Stops two people replyingYou are told when a workmate is already typing
• Saved repliesCommon answers in one click, with the customer's name filled in
• Notes only your team can seeAsk a colleague inside the ticket, out of the customer's view
• Your own fields and formsAsk for an order number, a model, anything you need
• Your own statuses and prioritiesName them the way your team talks

All your messages in one place

However the customer writes to you, it lands in the same list.

• EmailEmails to your support address turn into tickets, replies go back as email
• Chat on your websiteA chat box you paste into your site
• Phone callsCalls are logged against the customer, with notes and recordings
• WhatsApp and SMSSet up with your own provider account
• Web formsPut a request form on any page
• Social and chat appsFacebook, Instagram, Telegram and Slack

Answer the same question once

Write the answer once as a help article. Customers find it themselves, and your team can drop it into a reply instead of typing it again.

• More than one languageWrite in English and Hindi and keep them linked
• Check before it goes outAn article can wait for someone to approve it
• Useful or notCustomers vote, so you can see which answers are working
• Suggested while typingThe right article is offered as the customer writes
• Your own help siteCategories, home page and look are yours to set

A page your customers can use

Customers do not need to learn anything. They send a request, see the replies and check where it has got to.

• See all their past requestsAnd reply to any of them
• No account neededYou can let people write in without signing up
• Sign in by codeA code to their email, so there is no password to forget
• Ask the communityCustomers answer each other, you mark the best answer

Let the system do the routine work

Set the rules once. The system sorts, assigns and chases without being asked.

• Send it to the right personBy subject, language, customer or who is free
• Share work evenlyNew requests go round the team in turn
• Reply and fix timesSet how fast you promise to answer, per customer if you like
• A warning before you are lateThe clock pauses while you wait on the customer
• Working hours and holidaysThe clock only runs when your office is open
• Step-by-step jobsChase, escalate, ask for a rating, close

See how your team is doing

Ready-made reports, no setup. Pick the dates and the team.

• How many came in and went out
• How fast you replied the first time
• How long requests took to fix
• How often you kept your promised times
• How each team member is doing
• What customers scored you
• Which channel people use most
• What is piling up and how old it is

You can build your own report, save it as a dashboard, have it emailed every week, or download it as a spreadsheet.

For IT teams as well

The same system also runs an internal IT desk, so you do not buy a second tool.

• Faults and outagesWith how serious it is and a timeline of what happened
• Who is on dutyRotas, and who to wake up next if nobody answers
• Planned changesWith a sign-off before the work starts
• Your equipmentA list of computers, phones and what is installed on them
• A menu of requestsNew laptop, password reset, access to a system
• A status pageTell everyone when something is down, before they ask

Connect it to your other software

Keeping data safe

• Choose who can see and do what470 separate permissions, grouped into roles you name
• A record of who did whatKept so it cannot be edited later
• Two-step sign-inFor your staff and for the owner console
• Delete a customer's data on requestWith a record that you did
• Files are checkedAttachments are scanned before anyone opens them
• Your data in the country you chooseSet per account

Everything it does

The short version is above. This is the long version, grouped the way you would look for it. Anything that needs your own provider account, or that is switched off on the demo, says so.

Counted from the code rather than from a brochure: this is 53 parts of the system and about 3,800 things the API can do. Not everything is listed here.