Help Desk

Currently, agents only receive notifications and can read, respond to, and close tickets through the admin dashboard. This feature would extend full functionality to the mobile app, allowing agents to read, respond to, and close tickets directly from their mobile devices, providing more flexibility and quicker response times for agents on the go. --- Is this a feature you would like to see? Click the number button next to the feature name to cast your vote.

This feature would provide the ability to view and export insights and data related to Help Desk performance, such as first response time, ticket closing times, and the number of tickets per user and per agent. If you vote for this feature, please comment on what specific information or metrics you would like to see included in the reports to help us prioritize the most valuable insights. --- Is this a feature you would like to see? Click the number button next to the feature name to cast your vote.

This feature allows agents to write notes within a conversation that are visible only to other agents and not to the user who opened the ticket. These internal notes will enable agents to consult with one another, provide context, and leave important information for better handoff between agents, ensuring a more seamless and coordinated response. --- Is this a feature you would like to see? Click the number button next to the feature name to cast your vote.

The auto message feature allows agents to customize a message that is automatically sent when the Help Desk is offline or outside of operating hours. The message can include details such as acknowledgment of receipt, operating hours, and when users can expect a response, providing flexibility for tailored communication. --- Is this a feature you would like to see? Click the number button next to the feature name to cast your vote.

This feature would allow interaction with the Help Desk through third-party systems. It could support operations such as creating new tickets, reading ticket details, and updating ticket statuses via an API. --- Is this a feature you would like to see? Click the number button next to the feature name to cast your vote.

This feature would allow administrators to set a schedule for agent availability, ensuring agents are only marked as available during their designated working hours without requiring manual updates. --- Is this a feature you would like to see? Click the number button next to the feature name to cast your vote.

The Help Desk will allow agents to compile and share a list of frequently asked questions (FAQs) to help streamline responses and reduce repetitive inquiries. This feature will provide employees with quick access to common answers, improving response efficiency and decreasing the number of support tickets on recurring topics. --- Is this a feature you would like to see? Click the number button next to the feature name to cast your vote.

This feature would allow tickets or chats to be labeled with specific topics. This would help track frequently asked questions and identify trends, enabling organizations to address recurring issues more effectively. --- Is this a feature you would like to see? Click the number button next to the feature name to cast your vote.

This feature would allow administrators to assign users who are not admins as agents in the Help Desk. These users would be able to respond to and manage tickets without needing full admin permissions, offering greater flexibility in assigning roles and responsibilities. --- Is this a feature you would like to see? Click the number button next to the feature name to cast your vote.

This feature would allow administrators to create and save predetermined replies, known as “macros,” that agents can quickly use to respond to frequently asked questions. This would streamline responses and improve efficiency by reducing the need to type out common replies repeatedly. --- Is this a feature you would like to see? Click the number button next to the feature name to cast your vote.