Service Desk
The after-sales add-on: tickets, setup, the help centre and reports.
21 கட்டுரைகள்
What the Service Desk doesஆங்கிலம்
One place for every customer request after the sale — who has it, how long it has left, and what the customer bought.
The ticket queue and saved viewsஆங்கிலம்
Find the tickets that need you: ready-made views, filters, search and your own saved views.
Raising a ticketஆங்கிலம்
Log a request that came by phone, in person or by message — the customer, what they need and who should handle it.
Working a ticketஆங்கிலம்
Reply to the customer, add notes, move the ticket through its stages and solve it — everything on one screen.
Request typesஆங்கிலம்
The kinds of requests customers raise — each with its own stages, starting priority and team.
Stages and movesஆங்கிலம்
Design how a request flows: the stages, what each one means, which moves are allowed, and which need an approval first.
Teamsஆங்கிலம்
Group the people who handle tickets, and pick a lead for each team.
Who gets what (assignment rules)ஆங்கிலம்
Hand new tickets to the right person automatically — in turn, or to whoever is least busy.
Support emailஆங்கிலம்
Connect your support mailbox so every customer email becomes a ticket, and replies come back to it.
Custom fieldsஆங்கிலம்
Ask for the details each kind of request needs — a model number, a site address — and decide when they are required.
Canned repliesஆங்கிலம்
Save the answers your team gives often; insert them with one click and they fill in the customer’s details.
Automation and one-click actionsஆங்கிலம்
Let routine steps happen on their own, and bundle common steps into one click.
AI helpஆங்கிலம்
Ticket summaries, suggested type and priority, and reply drafts — on your own AI account, with customer details hidden.
Promised times and working hoursஆங்கிலம்
Set how quickly you promise to respond and resolve, who hears when a promise is at risk, and your working hours.
Resolutionsஆங்கிலம்
The list agents pick from when they resolve a ticket — so reports can show how requests end.
Customer updates, portal and satisfaction surveyஆங்கிலம்
Automatic emails to customers, what happens when they reply, your customer portal, and “How did we do?”.
Web forms on your websiteஆங்கிலம்
Put a “Need help?” button or a contact form on your own website — every request arrives as a ticket.
Tagsஆங்கிலம்
Your team’s own labels on tickets — “VIP”, “refund risk”, “Diwali rush” — to find, sort, automate and report on them.
API and webhooksஆங்கிலம்
Let your shop, app or ERP create and update tickets, and get ticket events sent to your own systems.
Knowledge base and help centreஆங்கிலம்
Write answers once — for your team, or for customers on your public help centre — with screenshots.
Service Desk reportsஆங்கிலம்
Volume, response and resolution times, customer satisfaction, knowledge use, rising issues and customers at risk.