Features
Top Performing Features
Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.7
Ticket response
Agents can easily follow up with customers.
Category average: 8.8
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Category average: 8.3
Incident and problem management
Streamlining ticketing and service restoration processes
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.7
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.
Category average: 7.8
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: 8.8
Self Help Community
Features that allow customers to self-service for support issues.
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Category average: 8.3
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.
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