Since we have a Pro-version of helpdesk we support our clients and know what they really want. I checked our ticket’s list and here is the most popular requests:

Saved replies with macros
Saved replies – affordable and useful tool for saving you time. You can create saved reply if you answering the same question frequently. They can be utilized in any form of customer communication: from inquiry, to request, to support. Saved reply templates are usually created during the support process.

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Conversation feed filtering
You can filter all conversations on the ticket page for the easier organization. Filtering Conversations allow you to selectively view conversation messages by author and status. Agents love it when is hard to monitor and control a long feed.

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Forwarding
The ability to forward reply (by e-mail) to another person. It can be helpful when you need additional consultation

 

Cc and Bcc fields
Both of these are fields for email addresses to which you want additional copies of your message to be sent.

Private notes
Public comments can be read by anyone who has access to the ticket. You can also add individual comments to tickets. These comments are only visible to other agents, not to the ticket requester or any other end-users that may have been CC’d on the ticket.

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Ticket history
A simple listing of the date and time a request was assigned to someone and who it was that assigned it as well as status changes. The activities feed in a ticket shows you a quick log of all the activities that have been happening on it.
Add fields to your contact form
Customize a contact form by adding a ticket category. You can sign a special agent to specific ticket category (for example – feature request).

Tickets export
You can export your tickets list to a CSV whenever you want to create custom reports or presentation for the manager.

HelpCatcher – embed tool
HelpCatcher is a simple embed code you can add to your website, which enables customers to contact you without leaving the page. Choose background, hover colors, conversation text and be prepared for a new flow of customers requests.

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Insert a footer into replies
You can add footers into all the ticket replies going out of your helpdesk. Add a company logo, contact phone or any appropriate message to your customers.

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