LabiDesk

LabiDesk is a helpdesk software solution designed to streamline customer service operations. According to the vendor, it caters to small and medium-sized businesses (SMB) as well as enterprise-level organizations. LabiDesk is utilized by various professions and industries, including customer support, customer service teams, helpdesk teams, ecommerce businesses, and SaaS companies.

Key Features

Shared Inbox / Ticketing System: LabiDesk provides a team inbox for emails and support tickets, allowing customer inquiries to be organized in a shared dashboard. It also offers customizable shared inbox folders for each team member or department.

Mailboxes: According to the vendor, users can add multiple mailboxes for shared inbox team members and assign individual email addresses to team members. LabiDesk supports both its own mail server and SMTP integration.

Macros / Canned Responses: LabiDesk offers predefined responses for quick and consistent replies, which the vendor claims ensures fast and professional communication across departments. This feature is said to save time when handling a backlog of emails or tickets.

Departments: LabiDesk allows users to create departments to route tickets to the correct team, aiming to avoid delays and negative customer experiences. Tickets can be assigned and escalated among departments.

Signatures: Users can create professional signatures for email correspondence and customize them for each team member. The vendor states that all company signatures can be managed from one place.

Mini CRM (Contacts): LabiDesk provides a centralized customer data and interaction history, allowing users to view customer tickets, chats, notes, and contact details. This feature aims to enable personalized support based on customer information.

Service Level Agreements (SLA): According to the vendor, LabiDesk enables users to set standards for responding and resolving customer issues. It is claimed to help monitor performance, identify areas for improvement, and ensure consistent and high-quality customer service.

Customer Satisfaction Survey: LabiDesk includes a feature to collect feedback on customer interactions. According to the vendor, this allows users to measure customer satisfaction, identify areas for improvement, and evaluate support agent performance.

Automation Rules: LabiDesk allows users to automate ticket management and assignment based on predefined rules. This feature is said to help distribute tickets among team members, auto-set status, send reminders, and prioritize tickets.

Auto-Responders: According to the vendor, LabiDesk offers the ability to set automatic replies to acknowledge customer requests, inform customers of expected response times, and suggest relevant help articles based on the subject of the inquiry.