Customer Support Channels
Email Channel – 100 channels
Help Center – Available
Feedback Widget – 1/Department
Advanced Web Forms – 20/Department
Social Media (Facebook & Twitter) – 2 Brands or 1 brand/department if multi-branding
Instant Messaging (WhatsApp, Telegram, WeChat & Line) – Available
Telephony – Available
Live chat – Available
Guided Conversations – Available
Ticket Management
Spam, Merge, Split & Clone Tickets – Available
Ticket History – Available
Quick Ticket View – Available
Ticket Tags – 50 Tags/Ticket
Product-based Ticket Tracking – Available
Add Resolution as KB – Available
Suggested Articles – Available
Direct Assignment to Agents and Teams – Available
Work Modes – Available
Response Editor with Rich Text Support & Response Draft – Available
Advanced Search – Available
Faster Response Snippets – Available
Round-Robin Ticket Assignment by Load Balancing – 15/Department
Ticket Sharing & Ownership – Available
Agent Collision Detection – Available
Automation and Process Management
Macros – 30/Department
Workflow Rules – 30/Department/Module with custom functions
Time-based Rules – 30/Department
Service Level Agreements – 20/Department
Multi-Level Escalations – Available
Customer-based SLA – Available
Contract Management SLA -Available
Tasks, Events & Calls – Available
Auto Time Tracking – Available
Advanced Process Management (Blueprints) – 20/Department
Artificial Intelligence – Available
Help Desk Customization
Custom Email Templates – Available
Custom Tabs, Views, Status & Form Fields – Available
Custom Fields – 230 Fields/Module
Ticket Templates – Available
Layout and Validation Rules – Available
Re-branding – Available
Multi-department Support – 50 Departments
Analytics
Pre-defined Reports – Available
Custom Reports – Unlimited
Export Reports to CSV, XLS or PDF – Available
Customer Happiness Ratings Dashboard – Available
Custom Dashboards – Unlimited
Ticket Overview & Status Dashboard – Available
Response, Resolution & FCR Dashboards – Available
Advanced Dashboards – Available
Schedule Reports – Available
Analytics Mobile App (Radar) – Available
Agent Permissions & Data Security
Profiles (restrict feature access) – 50
Roles – 250
Field-level Access Control – Available
Data Sharing Access – Available
GDPR Compliance – Available
Support
Email – Available
Phone – Available
Chat – Available
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