Help Desk

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 tickets to be assigned a priority level based on urgency. Priority could be set by either the user when submitting the ticket or by the agent upon reviewing it. Urgent tickets could have a distinct look and sound notification to ensure they stand out, helping agents respond promptly to critical issues. If you vote for this feature, please add a note specifying who you think should set the priority—users, agents, or both. --- 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 up automatic replies, either via a form or bot, that collect relevant information from the user as soon as they start a conversation. This ensures agents have the necessary details up front, streamlining the ticket resolution process. --- 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.

The announcement feature will allow agents to send announcements to users assigned to the Help Desk. For example, in a finance Help Desk, agents could send a notification to inform users that salary payments have been processed. This ensures that important updates or information can be communicated efficiently to all relevant users. --- 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 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.

Currently, replies from agents in the Help Desk are not anonymous. This feature would give the option to choose whether agents’ replies are anonymous or identified, allowing greater flexibility in how conversations are handled and providing transparency when needed. --- Is this a feature you would like to see? Click the number button next to the feature name to cast your vote.