Customer Support Channels
Email Channel – 10 channels
Help Center – Available
Feedback Widget – 1/Department
Advanced Web Forms – 10/Department
Social Media (Facebook & Twitter) – 1Brand
Instant Messaging (WhatsApp, Telegram, WeChat & Line) – Available
Telephony – Available
Ticket Management
Spam, Merge, Split & Clone Tickets – Available
Ticket History – Available
Quick Ticket View – Available
Ticket Tags – 30 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-10/Department
Ticket Sharing & Ownership – Available
Agent Collision Detection – Available
Automation and Process Management
Macros – 15/Department
Workflow Rules – 15/Department/Module
Time-based Rules – 15/Department
Service Level Agreements – 10/Department
Multi-Level Escalations – Available
Customer-based SLA – Available
Tasks, Events & Calls – Available
Auto Time Tracking – Available
Advanced Process Management (Blueprints) – 1/Department
Help Desk Customization
Custom Email Templates – Available
Custom Tabs, Views, Status & Form Fields – Available
Custom Fields – 150 Fields/Module
Ticket Templates – Available
Re-branding – Available
Multi-department Support – 10 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 – Limited
Schedule Reports-Available
Analytics Mobile App (Radar) – Available
Agent Permissions & Data Security
Profiles (restrict feature access) – 25
Roles – 25
Field-level Access Control – Available
GDPR Compliance – Available
Support
Email – Available
Phone – Available
Chat – Available
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