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What is a Help desk Software

A help desk is an efficient tool that helps and manages a vast amount of customer interactions and organizes them to help organizations provide better and faster query resolutions. An efficient helpdesk management system also enables businesses to unify tickets which originated from various sources or platforms but created by a single user.

This way the helpdesk agents can keep the track of every interaction that took place and provide instant resolutions based on previous tickets and resolutions. For an efficient customer support management, a Help desk management system is the most efficient and crucial tool .

What is a Help desk Software

Here are a few of the basics that can be expected from a helpdesk software solution:

Resolve Customer Queries Faster

Handling multiple customer interactions and unifying them based on the origin

Resolve Customer Queries Faster

Segregation of multiple conversations

Resolve Customer Queries Faster

Providing customer support on multiple platforms

Resolve Customer Queries Faster

Collecting each interaction from various sources and bringing them on a single platform

Resolve Customer Queries Faster

Provides in-depth analysis of TAT, response management, agent productivity, time consumed in resolving tickets, etc.

Resolve Customer Queries Faster

Enabling your customers to find resolution to the frequently asked queries through a self-serve portal that helps you increase your customer retention .

Resolve Customer Queries Faster

Helps you integrate with multiple APIs so you don;t miss out on any unresolved query. A help desk management system should offer a minimum of 100 APIs so the agents can start responding to queries instantly.

Resolve Customer Queries Faster

Kapture’s Helpdesk Management System

Seamlessly Resolve Customer Queries Faster

CX or customer experience is the key to build the foundation of a stronger customer base. In order to build delightful customer relationships a helpdesk system that segregates queries, organizes them based on priority, merges and aligns all the queries based on users and sources and does so much more is crucial.

A seamless helpdesk CRM Software like Kapture can help in providing a customer 360 degree so you have all the information you need when you require it the most. Tickets can be assigned based on an already configured logic like round-robin, priority, department, etc. or a custom logic that suits your workflow. With Kapture’s helpdesk software solution, you can expect:

Agent Shift Management

Businesses deal with a greater volume of tickets. For this very reason, the deployment of an efficient helpdesk software solution which is capable of handling a vast number of conversations. The agent shift management feature is specifically designed to help businesses assign specific shifts to customer support agents to ensure that tickets are never being missed or go unresponded.

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Custom Escalation Matrix

While working with a number of departments, each department needs to be assigned specific SLAs for increased FTR (First Time Response). If the ticket is not resolved within a specific timeframe, it will be automatically re-routed to the next designated person for further escalation. This happens with a set of custom escalation sets that can be defined within the helpdesk system.

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Outage Ticketing Module

In case of a service outage, all incoming tickets around this outage appears as a master ticket. So when different customers out to you with questions about the outage, all these tickets get filed under the master ticket.

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Contextual Responses

Responding to consumer queries faster can help increase the CSAT score which also helps in an increased customer retention . A positive customer experience harnessed from a quick resolution can help build stronger customer relationships. Deploying an intelligent helpdesk CRM software that enables the customer support team to provide instant contextual responses through predefined templates.

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Feedback and Survey Management

Feedback is an extremely crucial part of building a stronger customer foundation. A helpdesk ticketing system enabled with Feedback and Survey management can help in improving and impacting customer relationships on a deeper level. Asking the consumers to provide a simple feedback or enabling a feedback template in an email after the query resolution can help the entire team highlight the current areas that require improvement.

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More than Just a Helpdesk Ticketing Software

Enable your helpdesk system to work to it’s true potential. Helpdesk management system comes with ample helpful features that drastically improves the customer experience ergo delightful customer relationships.

Auto Prioritize Tickets
Auto Prioritize Tickets

Prioritizing tickets based on priority can help customer support representatives understand which ticket requires their attention. The tickets can also be labeled manually and can be tagged as per the priority (High, Medium, Low). Under this, a certain time span can be defined to ensure that all the tickets are resolved under the specified time frame. If the criteria has not been met, then the unresolved tickets can be escalated to the next level.

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