Well designed, Helpdesk cloud software
Ticketing software that helps you streamline your support workflows, handle issues efficiently, and delight guests – all at a bit of the cost. However, reduce resolution times, and deliver exceptional client experience.
One queue per agent
If you're looking to boost agent productivity. floundering with scattered client issues? Frappe Helpdesk consolidates client complaints from all sources- emails, website forms, exchanges- into one single line. No more missed dispatches, confused agents, or switching tools. Agents see all requests, prioritize tasks, and sputter directly within tickets. Consolidated communication vestments ensure applicable responses and easy shadowing of ticket history, and internal commentary keeps everyone on the same runner, leading to brisk judgments, happier guests, and a more productive team.
Ensure reliable support with SLAs
Uncertain resolution times can beget client anxiety. Frappe Helpdesk solves this by letting you configure Service Level Agreements( SLAs). You can set up working hours, define precedence-grounded SLAs, add vacation exceptions all within the helpdesk. The applicable SLA automatically applies to each ticket, giving agents and guests clear visibility into anticipated response and resolution times. SLA prologues ensure prioritization, while guests can view SLA details on their tickets for updates. This translucency sets prospects and prevents frustration, enhancing the overall support experience.
Automate and optimise for productivity
upset about the homemade assignment of tickets? Frappe Helpdesk allows you to configure automated assignment rules grounded on set conditions, routing tickets to the applicable support platoon. You can further customize assignments within brigades using round-robin for equal distribution or cargo-balancing grounded on current workloads. This robotization eliminates homemade trouble, icing tickets reach the applicable agent instantly for effective resolution. Agents can concentrate on resolving issues, while guests profit from quicker responses through optimized routing.
Empower customers to help themselves
Imagine diverting common issues before they indeed reach your support team. Frappe Helpdesk's erected-in knowledge base lets you produce help papers that can be organized into orders and sub-categories that your clients can use as a tone-service resource. When guests raise a ticket, Frappe Helpdesk suggests applicable knowledge base papers matching their issue, encouraging them to find results singly before reaching your support team. This helps you redirect common queries and reduce overall ticket volume, allowing your team to concentrate on complex issues. As a plus, these knowledge base papers also double up a precious long-term asset that can be appertained by both your clients and internal team.
Simplify issue reporting
When clients need help, they want an easy way to reach out. Frappe Helpdesk provides a stoner-friendly client gate for easy issue reporting. clients can produce new tickets, describe issues in detail, and attach applicable lines for quick resolution. After raising a ticket, they can view SLA details, track progress, and communicate with agents directly within the gate. Once resolved, they can close the ticket and voluntarily give feedback through conditions and commentary which is useful for perfecting your team’s performance. The gate also shows all of the client's former and ongoing tickets in one view, furnishing full visibility into their support history for future reference or independent troubleshooting.
Save time through canned responses
Responding to constantly asked questions or common issues can be repetitious and time-consuming for support agents. Frappe Helpdesk's mimetic responses point helps agents to compose templated responses that they can snappily fit into tickets, saving precious time. With canned responses at their fingertips, agents no longer have to constantly re-type the same explanations or instructions. also, they can also customize the mimetic responses as demanded before transferring it to the client.
Enjoy a personalised user experience
Off-the-shelf results frequently warrant rigidity. Frappe Helpdesk, being open-source, empowers you to take control. You can fluently add custom fields to capture specific data in your client and agent gate. also, configure custom conduct with scripts to replicate your unique support workflows. With Frappe Helpdesk, your support gate becomes an extension of your brand and processes, not just another general tool.
