Re:Desk

Re:Desk is a help desk software designed to streamline customer support processes for small to medium-sized businesses. According to the vendor, Re:Desk offers unlimited functionality for tracking customer requests from various sources such as contact forms, emails, and orders. The software allows for efficient and fast conversion of customer requests into helpdesk tickets, which are then assigned to the appropriate support team agent. Re:Desk supports downloading or cloud versions, providing flexibility in deployment options.

Key Features

Unlimited functionality: Re:Desk offers unlimited functionality for tracking customer requests from various sources such as contact forms, emails, and orders. According to the vendor, the software allows for efficient and fast conversion of customer requests into helpdesk tickets, which are then assigned to the appropriate support team agent. Re:Desk supports downloading or cloud versions, providing flexibility in deployment options.

Reduce Customer Support Service Workload: Re:Desk helps manage a large volume of customer messages, automatically assigning them to the correct department or support agent. According to the vendor, the software aims to reduce the workload of customer support teams while improving the overall customer experience.

Increase and Control Customer Satisfaction: Re:Desk provides an open-source PHP HelpDesk solution that allows businesses to control the working process of their support agents. According to the vendor, by effectively managing support agents, businesses can increase customer satisfaction. The vendor also states that they plan to introduce reply time reports in the future to further enhance customer satisfaction.

Ecommerce Ready: Re:Desk offers an ecommerce-ready customer help desk ticketing system, making it suitable for online or multivendor stores. According to the vendor, the software displays order details if a customer contacts the support team through the ecommerce store or provides an order number through the contact form. Customers of online stores can log in to Re:Desk using the same login access they have in the shopping cart store. Re:Desk allows the integration of a special contact form in ecommerce stores, enabling customers to directly send their requests to the appropriate department.

Flexible Search: Re:Desk provides a flexible search feature that allows users to quickly find any information they need by entering a ticket or message ID, phrase, or author name/email. According to the vendor, this search functionality enhances the efficiency of support teams in retrieving relevant information.

Automatic Assigning to Department: Re:Desk enables customers to specify the department to which their ticket should be assigned, ensuring the ticket reaches the appropriate support team. According to the vendor, if a customer sends a message via email, Re:Desk automatically creates a ticket and assigns it to the default department specified in the software's settings. Support agents can easily reassign tickets to the correct department if a customer submits a question to the wrong department.

Support Agents/Staff: Re:Desk allows for the assignment of tickets to specific departments. Department managers can view and manage all tickets assigned to their department and assign them to the staff within their department. Different staff roles can be defined within each department, granting specific permissions for ticket viewing and management.

Email, Twitter or FB messages → Ticket: Re:Desk converts incoming emails, Twitter messages, and Facebook messages (comments and mentions) into tickets. According to the vendor, all messages with the same subject are stored in one ticket, allowing for efficient tracking of client messages in one place. Re:Desk supports receiving emails to different departments and automatically delivers them to the appropriate departments.

Mobile Adapted: Re:Desk offers a responsive design that adapts to a wide range of devices, including desktop PCs, tablets, iPods, and mobile phones. According to the vendor, the software's mobile-friendly interface ensures users can access and manage tickets from any device.