HelpdeskEddy

HelpDeskEddy is a helpdesk and customer support system designed to handle customer service requests in one place. According to the vendor, it is suitable for businesses of various sizes, from small businesses to large international brands. HelpDeskEddy caters to a range of professions and industries, including customer support representatives, IT support professionals, sales and marketing professionals, e-commerce companies, and service-based businesses.

Key Features

Contacts: HelpDeskEddy allows businesses to handle customer service requests in one place by connecting various communication channels, such as email, online chat, telephony, messengers, and social networks. According to the vendor, the system displays all requests from different channels as tickets in a unified portal, providing a comprehensive view of customer inquiries.

Knowledge base: HelpDeskEddy offers an internal knowledge base accessible to operators directly in the system. It allows businesses to create templates for replies to common customer questions, maintain a history of all requests in the client card, and provide consistent information to customers.

Updates: According to the vendor, HelpDeskEddy provides regular updates and improvements to the system, including interface enhancements, integrations with other platforms, and new functionalities to meet evolving needs.

Automation: HelpDeskEddy allows businesses to automate the processing of customer requests by distributing new requests among operators based on workload or request parameters. It also enables the setup of automatic responses to customer inquiries and notifications about processing, streamlining support workflows.

Control the work of your operators in real-time: According to the vendor, HelpDeskEddy enables businesses to monitor the work of support operators in real-time, allowing supervisors to track the progress of request processing and intervene if necessary. The system also provides notifications for SLA deadline expiration and prolonged correspondence.

Get reports with analytics on your support team's performance: HelpDeskEddy offers reports and analytics on support team performance, allowing businesses to monitor the work of each agent, track response time, analyze channel-specific statistics, and evaluate average service satisfaction based on customer feedback.

Managing agent access: HelpDeskEddy allows flexible management of agent access rights, enabling administrators to control which agents have access to specific tickets or departments. Permissions and restrictions can be set based on roles and responsibilities, ensuring data security and efficient workflow management.

Own branding and domain: According to the vendor, HelpDeskEddy allows businesses to personalize the system with their own branding and domain, replacing logos and customizing the color scheme to match the company's brand identity.

Request priority: HelpDeskEddy enables businesses to set priority levels for requests, ensuring urgent or critical issues receive immediate attention. Agents can easily identify and prioritize tickets based on their importance, optimizing the support process and timely resolution of important issues.

Request status settings: HelpDeskEddy provides customizable request status settings, allowing businesses to define different status options to reflect the progress and stage of each ticket. Agents can update the status of tickets as they progress through the support process, facilitating efficient workflow management.