Name: Artologik HelpDesk
Author: Artisan Global Media

Digital Adoption

Help Desk

Web and Video Conferencing

Customer Support

Software Configuration Management

WebOps

Development

Higher Education

Education

Business Intelligence (BI)

Collaboration

File Sharing

Streaming Analytics

Visual Collaboration

VoIP

Enterprise

Accounting

Payment Orchestration

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Engagement

HR Management

Payroll

Recruitment Agency

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Bug Bounty

C/C++ Integrated Development Environments

Cloud Storage

Data Recovery Service

Database Management

Enterprise Architecture Management

Fraud Detection

Hadoop-Related

High Availability Cluster

Identity Governance and Administration

Integration Platform as a Service (iPaaS)

IoT Security

MLOps

Network Performance Monitoring

Network Virtualization

Non-Relational Databases

Process Mining

Session Border Controllers

Threat Hunting

Web Access Management

Web Portal

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Consumer Ratings & Reviews

Content Management

Customer Reference Management

Demand Generation

Email Marketing

Email Testing

Local Listing Management

Marketing Automation

Personalization Engines

Retail Media Advertising

SMS Marketing

Social Media Management

Survey & Forms Building

Video

Web Analytics

Marketing

Project Management

Prototyping

Professional Services

Conversation Intelligence

Customer Relationship Management (CRM)

Multichannel Retail

Sales

Insurance Underwriting and Rating

Library Management

Medical Billing

Military and Defense

Moving Software

OSS/BSS (Operations Support/Business Support)

Vertical-Specific

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Artologik HelpDesk is a web-based helpdesk software developed by Artisan Global Media to streamline and automate customer support and ticket management processes. The software caters specifically to small to medium-sized businesses in various industries, including IT support and services, customer service and support, software development and technology, education and training, and healthcare and medical services.

## Key Features

**Global accessibility**: Users can access Artologik HelpDesk from anywhere with an internet connection. They can log in and access the helpdesk portal using any web browser-enabled device.

**Efficient ticket management**: Users can create, track, and manage support tickets within the system. Tickets can be assigned to specific agents or teams for effective allocation and accountability. Additionally, the system allows for easy tracking of ticket status and progress, ensuring timely resolution and responses.

**Seamless email integration**: Artologik HelpDesk seamlessly integrates with email systems, facilitating smooth communication between customers and support agents. Incoming emails are automatically converted into support tickets, ensuring no customer inquiries are missed. Agents can respond directly from the system, and their replies are automatically sent as email responses to customers.

**Robust knowledge base**: The software provides a comprehensive knowledge base where users can store and organize articles, FAQs, and other helpful resources. Customers can utilize the knowledge base for self-service support, reducing the number of support tickets. Agents can easily access and share knowledge base articles, providing consistent and accurate information to customers.

**Efficient SLA management**: Users can set up and manage Service Level Agreements (SLAs) within the system. SLA parameters such as response time and resolution time can be defined for different ticket priorities or customer segments. The system automatically tracks SLA compliance and notifies agents of any violations, ensuring support targets are met.

**Customizable workflows**: Users have the flexibility to define and customize workflows based on their unique support processes. Workflows can be tailored to match specific requirements, enabling efficient ticket handling and resolution. Custom fields, statuses, and triggers can be created to automate actions and streamline support operations.

**Comprehensive reporting and analytics**: The software offers comprehensive reporting and analytics capabilities. Users can generate various reports to track ticket volume, agent performance, customer satisfaction, and other key metrics. The data can be visualized through charts and graphs, providing valuable insights for process improvement and decision-making.

**Integration options**: Artologik HelpDesk can be seamlessly integrated with other systems and tools such as CRM software or project management platforms. Integration allows for efficient data exchange and collaboration across different departments or teams. Users can streamline workflows and enhance efficiency by eliminating manual data entry and duplication.

**Multilingual support**: The system supports multiple languages, enabling users to interact with the software in their preferred language. This facilitates global support operations and enhances the user experience by allowing customers and agents to communicate in different languages.

**Flexible user roles and permissions**: Artologik HelpDesk offers flexible role-based access control. Administrators can define user roles and permissions, assigning different levels of access to agents, managers, and administrators. This ensures data security and privacy, with users only having access to relevant information and features based on their assigned roles, promoting efficient and focused work.

Artologik HelpDesk is a browser-based help desk and ticketing platform. It includes features such as flexible request registration, e-mail request handling, and data-driven analytics.

Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.

The Early Stage program

Proactive Support Plus add-on

Expert

Advanced

Essential

Growth

Free

Artologik HelpDesk

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

Artisan Global Media

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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Artologik HelpDesk

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What is Artologik HelpDesk?