Support tickets
Multi-channel support
Create tickets through email, live chat, and online forms.
Custom team configurations
Create teams to handle tickets based on workflow, customer, department, and more.
Automated assignment
Assign tickets automatically based on team workload.
Custom pipeline stages
Customize workflows for each team with unique or shared stages.
Automated customer updates
Assign custom email and SMS templates to stages to update customers when their ticket moves to a new stage.
Integration
Help center
Offer additional support to customers through eLearning courses, community forums and knowledge articles.
Live chat support
Create a live chat channel specifically for a help desk team where agents can answer questions, assist with customer issues, and create tickets instantly from a chat window.
Chat bot support
Design and enable a chat bot to answer simple questions, capture contact information, and create helpdesk tickets automatically without the assistance of a support agent.
Refunds
Issue credit notes directly from a ticket.
Returns
Process returns on faulty or incorrect products from a customer ticket.
Field service tasks
Plan onsite interventions through the Field Service application.
Coupon codes and discounts
Create codes for discounts or free products to send directly to customers from a ticket.
Repair orders
Send broken items for repair.
Track performance
SLAs (service level agreements)
Create and manage service level agreements based on customer, priority, team, or ticket type.
Track and bill time
Track the amount of time spent on tickets and create invoices for that time to bill customers directly.
Reporting
Get a comprehensive view of the performance of teams and individual employees, as well as the success of SLAs.
Customer ratings
Receive and track feedback from customers on individual tickets.
