Name: Desk Manager
Author: Desk Manager

Help Desk

Web and Video Conferencing

Customer Support

AI Development

Continuous Integration

Cross-Browser Testing

PHP Frameworks

Virtual Reality

Development

Business Intelligence (BI)

Collaboration

Environmental, Social, and Governance (ESG)

Knowledge Management

Enterprise

Accounting

CTRM

Financial Planning and Analysis (FP&A)

SaaS Spend Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Job Board

Payroll

Talent Intelligence

Talent Management

Time Tracking

Workforce Analytics

Workforce Management

Human Resources

AIOps

Application Server

Cloud Management

Cloud Storage

Container Security

Cybersecurity Consulting

Data Center Backup

Data Center Cooling

Database-as-a-Service (DBaaS)

DevOps

Embedded Database

Enterprise Service Bus

Fraud Detection

Infrastructure-as-a-Service

Integration Platform as a Service (iPaaS)

LAN Switches

Managed DNS

Managed Security Service

Mobile Data Security

Network Performance Monitoring

Requirements Management

Software Composition Analysis (SCA)

Unified Communications Monitoring

Value-Added Resellers (VARs)

Website Hosting

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Customer Advocacy

Ecommerce Personalization

Email Deliverability

Email Marketing

Marketing Automation

Mobile Marketing

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

AI Meeting Assistants

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Content Management

Sales Incentive Compensation Management

Sales

Virtualization Security

Security

Apparel

Healthcare Learning Management

Mental Health

Practice Management

Text Analysis

Vertical-Specific

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Desk Manager is a platform designed by Desk Manager to streamline and optimize customer service and help desk operations. According to the vendor, it provides a comprehensive set of features to manage customer inquiries, track support tickets, and improve overall customer satisfaction. It is suitable for businesses of various sizes, from small enterprises to large corporations. Desk Manager caters to a wide range of professionals and industries, including customer support teams in IT, telecommunications, e-commerce, healthcare, finance, as well as help desk professionals, service desk managers, IT managers, and operations managers in various sectors.

## Key Features

**Chamado**: According to the vendor, this feature allows users to organize and interact with customer support tickets and inquiries. Users can easily track and update the status of each ticket and assign them to specific team members for efficient resolution.

**Projeto**: The vendor states that this feature simplifies project management and task organization. Users can create and manage projects with related activities and deadlines. They can also customize Kanban boards for visual project tracking and keep track of hours worked on each activity.

**CMDB**: According to the vendor, this feature enables users to maintain a comprehensive database of assets and liabilities. Users can register and manage all assets and liabilities of their company or clients, including hardware, software, and other resources. They can easily access and update information about each asset or liability.

**Despesa**: The vendor claims that this feature allows users to control and track additional expenses incurred by their team. Users can monitor and manage expenses beyond regular operations and keep a record of all extra costs associated with projects or services. They can also generate reports to analyze and optimize expense management.

**Satisfação**: According to the vendor, this feature enables users to create customized surveys with multiple-choice or open-ended questions. Users can gather feedback from customers to measure satisfaction levels. They can then analyze survey results to identify areas for improvement and enhance the overall customer experience.

**Gamificação**: The vendor states that this feature promotes engagement and motivation among team members by using game elements to incentivize and reward employees. Users can create a fun and interactive environment to boost productivity and encourage healthy competition and collaboration.

**Conhecimento**: According to the vendor, this feature allows users to build a knowledge base to share procedures, tutorials, and documentation within the organization. Users can provide easy access to information for both employees and customers and collaboratively create and update knowledge articles.

**Conversa**: The vendor claims that this feature seamlessly integrates WhatsApp as a communication channel. Users can respond to customer inquiries directly from the Desk Manager platform and keep track of conversations. This helps maintain a unified support system and provides efficient and convenient customer support through WhatsApp.

**SLA**: According to the vendor, this feature enables users to set and monitor service level agreements for customer support. Users can control response times and resolution targets for each ticket to ensure timely and efficient support that meets customer expectations. They can also track SLA compliance and identify areas for improvement.

**Ponto**: The vendor states that this feature allows users to track and manage employee attendance and working hours. Users can monitor clock-in and clock-out times for accurate timekeeping. They can also generate reports to analyze attendance patterns and trends, streamline payroll processes, and ensure accurate compensation.

GrooveHQ is a simple help desk platform meant for small businesses and startups. The free version contains a ticketing system for two teammates. The $15 per agent, per month paid plan supports unlimited users, white labeling, integrations, and a workflow system for prioritizing tickets.

GrooveHQ

Founded in 2003, Vivantio is a provider of customer service optimization software and solutions for B2B service teams. By combining enterprise-level software with the flexibility of a cloud-based solution, Vivantio provides a unified service management platform. The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service.

Vivantio

Desk Manager

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.

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.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

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Desk Manager

Overview

What is Desk Manager?