Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Cat avg: 8.2
Top Performing Features
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.
Cat avg: 8.8
Help Desk CRM integration
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Cat avg: 8.6
Customer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Cat avg: 8.7
Worst Performing Features
Subscription-based notifications
Users subscribe to notifications for ticket updates
Cat avg: 7.9
External knowledge base
Customers can self-service by searching through help articles.
Cat avg: 8.2
Ticket creation and submission
Users and agents can easily enter new support requests.
Cat avg: 9
Front Features from Reviews
Incident and problem management
Streamlining ticketing and service restoration processes
7.7-7%
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.7
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 7.9
Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9
Ticket response
Agents can easily follow up with customers.
Category average: 8.7
Self Help Community
Features that allow customers to self-service for support issues.
7.1-14%
External knowledge base
Customers can self-service by searching through help articles.
Category average: 8.2
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.
8.8+4%
Customer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Category average: 8.7
Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Category average: 8.2
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.
Category average: 8.8
Help Desk CRM integration
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Category average: 8.6
Front Features from the Vendor
Incident and problem management
Vendor-reviewedOrganize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Subscription-based notifications
Users subscribe to notifications for ticket updates
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
Vendor-reviewedForums
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.
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
Vendor-reviewedCustomer 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.
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.
Additional Features
Vendor-contributedMulti-channel messaging
Live chat
Team collaboration on customer messages
Calendar and one-click meeting scheduling
Basic automation
Integrations with 3rd-party tools
CRM integration
Analytics
Advanced workflows
Smart Rules
User and team management
Onboarding and solution design
Change management
Security and compliance