Wow your customers with a clean and easy-to-use company dashboard, Where by they can create and track their issues and can also turn your service desk into a self service desk with the help of Public Knowledge Base system.
Complete visibility, Check the status of requests at a glance and prioritize effectively. Check out pending issues and get the solution rolling.
Tickets will automatically be assigned to a staff member when submitted. Several factors are taken into account when assigning tickets automatically, such as ticket category and number of currently open assigned tickets.
Need to tag or un-tag multiple tickets or Need to delete multiple tickets, then bulk actions feature you help you out with just take a few clicks.
Ever have a customer report the same issue multiple times via different channels, causing confusion? No problem. Merge all of the related tickets together, and resolve it in one go.
The agents always has a view of the team notes, which are in-context with the tickets. Which helps them provide notes mapped with its related ticket.
Scenario Alterations let you perform a series of tasks on a ticket. Change the status of a ticket, Mark a ticket as high priority and assign it to the dev team with just a single click.
Delighted Help Desk automatically provides you with smart suggestions of possible solutions very next to the ticket, which is based on keywords in the ticket's description.
With Delighted Help Desk, you can help your agents find and share share your technical documentation, product tutorials, support policies and fast and happy serving tips in a single convenient place. It functions same like Public Knowledge Base but the articles are private and not displayed to end-user.
Delighted Help Desk mailbox enables your agents to collaborate, communicate and resolve issues without getting in each other’s way.
Stop wasting time writing the same replies again and again. Ensure quick , accurate & consistent responses to common questions by creating pre-formatted replies.
Categories are useful for categorizing tickets by relevance (for example "Sales", "Hardware problems", "PHP/MySQL problems" etc) and for assigning agents to categories. (For example that your sales person can only view tickets posted to "Sales" Category)
How can you make bricks without clay! Measure several metrics you care about. Identify weak spots in your support processes. Inspire your team and improve for maximum agent & customer happiness in every interaction.
Customization in Delighted Help Desk provides you an endless option to modernize your helpdesk solution as per your requisite. You can change the product effortlessly without the need to create complex programs or scripts. There is no requirement for any training to customize Delighted Help Desk. Customization plays a major role in creating the comfort zone while working with the support solution. This is because not all the customer support centers require the same setup and configuration and as per the product handled, the needs defer.
A guideline is also provided from Delighted Help Desk, which guides the agents on how to write the articles.