Helpdesk: a ticketing and support system for the IT department

Usedesk is a great example of a help desk system that allows IT professionals to prioritize work, process, and keep track of user tickets.

Helpdesk systems help optimize the work of technical support through the use of time-saving tools, such as user self-service, business process automation and knowledge bases.

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Help Desk program for business growth

Simplify and automate work with tickets

Connect up to 20 communication channels, apply filters, create templates, set up rules for auto-responses to standard questions

Filter tickets

Monitor quality and quickly respond to customers

Connect the widget to the site – stay in touch 24/7

Set up automatic status changes and assignment of new tags

Application management

Assign executors

Set priorities

Control which employees are responsible for all customer tickets

Assign statuses to tickets, set up individual fields, lists, and filtering

Set up segmentation

Prioritize tickets to show what to do first

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Helpdesk system for automation

1. Templates

Save ready-made answers and process frequently asked questions in one click

Templates for answers to frequently asked questions

Answer familiar questions in one click. Templates are divided into categories by topic for quick search.

Adding Documents

Attaching documents to templates means you do not have to look for a commercial offer or contract every time.

Automation of routine tasks

The specified actions in templates automatically change request statuses and add the necessary tags. If an employee has selected an incorrect status, the template will correct the error.

2. Triggers

Create triggers to automate your routine. Support will be able to concentrate on customers while the helpdesk processes typical tickets.

Assigning an employee

A call with the topic "payment" is sent immediately to the accounting department, and the topic "bug on the site" is sent to the second line of technical support.

You are setting:
Conditions — what query parameters are checked ,
Actions — what actions are taken with requests .

Manager's notification

If an employee has delayed the response, or the client has given a bad mark, the manager receives a notification by mail.

Response automation

According to the keywords in the message, the rule determines the essence of the client's question and immediately sends an auto-response.

Changing the sender's email address

If the message came from a no-reply address, the rule changes it to the client's email from the message or the subject of the letter.

Priority Boost

Emails from important customers are automatically prioritized by being the first in the queue to be answered.

Reminders

Sometimes a customer forgets to answer your question and the problem remains unresolved. This trigger sends a reminder.

Productivity

Usedesk has already generated ready-made reports on the main indicators to track the effectiveness of the department.

See the load on the team

Monitor how the support team copes with incoming requests in order to adjust the staff.

Speed and quality of responses

Control how long it takes to answer and solve the client's problem so that the client is always satisfied.

Ticket's topics

Analyze what issues customers contact the helpdesk about most often and prepare templates for a quick response.

Reporting

Based on reports, it's easy to set KPIs to evaluate employee performance fairly. You will find out who is the most valuable in the team, and who needs to be taken to training urgently.

Data in any section

To find the point where problems occurred, filter the report by channel, group, or tag.

Only business hours are taken into account.

If the client wrote a message outside of working hours, the countdown will start from the beginning of the work day.

Knowledge Base

Store and structure the knowledge base: instructions, articles, documentation, process descriptions, and everything that will help your employees and customers find information on standard questions and save time overall.

Quickly search

Everything to help customers in one place: scripts, instructions, regulations for different departments. Articles are structured into sections and categories for an even easier search.

Detailed onboarding

Create internal articles to train your team during staff expansion or high turnover. Beginners will not have to spend hours looking for information in disparate systems and Word files.

Only correct answers

Only the manager and the best agents have access to edit articles, so unverified information will not appear in the knowledge base.

Helpdesk system at a reasonable price

7 Days for Free

Pay Quarterly or Annually with a Discount

Minimum 3 agents required

Per agent monthly

Email and telephony

$45

$ 50

-10%

3 months

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