What are the features of the helpdesk software?

Some must-have features for helpdesk software are: Multi-channel support Automation system Self service ability Tracking and analytical reports Integration

What are the benefits of helpdesk software?

All support team work is well organized No more forgotten or lost tickets or customer complaints Make a coherent and detailed problem report Provide self-service for customers who want to find out the problems they are facing independently Provide quality customer service Categorize customer problems to facilitate the resolution process because they will be given to each individual with specific expertise

How does the helpdesk work?

Front End (User) will be responsible for solving problems related to the products or services used by customers. This usually relates to how to use or repair the product Help Desk will be recorded every incoming customer complaint or ticket. In addition, at this stage they must be able to overcome these problems properly Back End contains specialists or engineers who are able to solve customer problems according to their fields. They will even visit the customer’s residence to solve problems that are usually related to installation

The Best Helpdesk Software For Team Support

Helpdesk software efficiently manages customer service

Helpdesk software helps support teams to serve customers 24/7, automated ticket generation, and respond quickly to customer messages.

Auto complete customer ticket

Simplify customer service flow

Advanced routing agent system

Save time on completing customer tickets

Integration of all channels in one platform

Mekari Qontak Helpdesk software trusted by 35,000+ companies from various industries

Helpdesk software provides quality service

Helpdesk software lets you automate services and prioritize important tickets for immediate completion.

Growth customer satisfaction

Generate automatic tickets, equipped with detailed customer information.
Automatically route tickets to agents fairly to serve customers.
Prioritize expiring tickets and set reminder notifications to be completed soon.

Disappointed customer

Record and create customer tickets manually.
Unfair ticket distribution to each agent.
Lost customer because the ticket was missed.

Increase customer engagement by helpdesk software

Support customers to solve their own problems by providing FAQs and auto reply.

Helpdesk software builds strong relationships

Enable chatbots to help solve simple customer problems.
Create personalized interactions based on conversation history.
Send messages on a scheduled basis to strengthen the relationship.

Useless customer relations

Customers can only interact during operating hours.
Customers are not satisfied with the services provided.
Customers have to wait a long time to be served.

Improve customer satisfaction by helpdesk software

Connect all business communication channels in one unified platform to provide a consistent customer experience.

Provide a consistent customer experience

Integrate all your business communication channels in one dashboard view.
Encourage your support team to provide consistent service across every channel.
Make it easy for teams to collaborate on solving customer requests.

Worst customer experience

The customer must repeat the question every time switching channels.
Customers do not have the option to communicate from their favorite channels.
Have to switch apps to collaborate on completing tickets.

Frequently Asked Questions (FAQ)

What is Helpdesk Software?

Helpdesk software is a tool to provide information and assistance to customers or end users. The purpose of this helpdesk service is to complement or provide direction about a product and its functions, such as online customer service.

Helpdesk software is an important thing in a company. Because this system is able to solve problems from various questions quickly. In addition, the online helpdesk is also able to better answer questions that are often complained of, because the various questions and complaints submitted are recorded.

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1. Mekari Qontak

Mekari Qontak is an online helpdesk software integrated CRM system. The application is easy to use and can be adapted to business needs.

Main features: CRM or Ticketing System, PBX System, IVR, SLA, ACD, Agent Routing, Wallboard Inbound dan Outbound, Supervisor Tools, User Features, and Omnichannel support.

Developer: PT Qontak Tumbuh Makmur

Website: https://qontak.com/

Download Link: Android | iOS

2. TalkDesk

TalkDesk offers a ticketing software that helps manage customer support faster. The TalkDesk support customer service teams creating consistent customer relationships.

Main features: Session Routing, Session Queuing, Concurrent Calling, IVR, Inbound Screen Pop and Persistent Data.

Developer: TalkDesk

Website: https://www.talkdesk.com/

3. Help Scout

Help Scout is a helpdesk software that can help you provide support to customers more easily and powerfully.

Main features: Shared Inbox, Reporting, Knowledge Base, Live Chat and Messages.

Developer: Help Scout

Website: https://www.helpscout.com/

4. RingCentral

RingCentral is a flexible cloud-based ticketing system. This app can direct outgoing calls to the right individual.

Main features: Record Calls, Generate Location, Call Types and Click-to-Call.

Developer: RingCentral, Inc.

Website: https://www.ringcentral.com/

5. Awesome Support

Awesome Support is one of the most popular ticketing support system options for WordPress. While Awesome Support is very easy to set up, it’s not powerful enough for the needs of most support teams.

Main features: Canned responses, Unlimited ticket history, Unlimited agents and tickets and Email support.

Developer: Awesome Support

Website: https://getawesomesupport.com/

Some must-have features for helpdesk software are:

Multi-channel support
Automation system
Self service ability
Tracking and analytical reports
Integration

All support team work is well organized
No more forgotten or lost tickets or customer complaints
Make a coherent and detailed problem report
Provide self-service for customers who want to find out the problems they are facing independently
Provide quality customer service
Categorize customer problems to facilitate the resolution process because they will be given to each individual with specific expertise

Helpdesk software is essential for helping businesses manage customer communications. So that it can provide a faster and more effective response.

Overall, this software can support the support team to provide the best customer experience to customers.

In addition, helpdesk software can help provide all customer interactions from various channel sources in one view and are integrated with each other. This software can also facilitate interaction with customers and track what problems they face.

Front End (User) will be responsible for solving problems related to the products or services used by customers. This usually relates to how to use or repair the product
Help Desk will be recorded every incoming customer complaint or ticket. In addition, at this stage they must be able to overcome these problems properly
Back End contains specialists or engineers who are able to solve customer problems according to their fields. They will even visit the customer’s residence to solve problems that are usually related to installation