Name: ThinkOwl
Author: ThinkOwl

Help Desk

Web and Video Conferencing

Customer Support

AI Code Generation

AI Development

Cross-Browser Testing

Functional Testing

PHP Frameworks

Development

Online Proctoring Software

Education

Business Intelligence (BI)

Case Management

Collaboration

Contract Analysis

Whistleblowing

Enterprise

Accounting

Financial Planning and Analysis (FP&A)

SaaS Spend Management

Travel Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Time Tracking

Workforce Analytics

Workforce Management

Human Resources

API Design

Change and Configuration Management

Cloud Storage

Cybersecurity Consulting

Data Center Backup

Data Center Cooling

Data Preparation

Data Warehouse

DevOps

Embedded Database

Fraud Detection

Function as a Service (FaaS)

Integration Platform as a Service (iPaaS)

Managed Security Service

Monolithic Frame-based Disk Arrays

Network Performance Monitoring

Requirements Management

Sensitive Data Discovery

User Virtualization

Virtualization Management

Website Hosting

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Content Marketing

Customer Advocacy

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

Identity Threat Detection & Response Software

Security

Apparel

Aviation

Direct Secure Messaging

Geographic Information

Healthcare Learning Management

Intelligent Document Processing

Mental Health

Practice Management

Simulation

Text Analysis

Vertical-Specific

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ThinkOwl is a cloud-based helpdesk software that integrates artificial intelligence (AI) and case management to deliver efficient customer support across various communication channels. According to the vendor, ThinkOwl aims to enhance customer engagement and foster stronger customer relationships by providing proactive, assisted, and self-service support. This versatile solution is used across diverse professions and industries, including IT helpdesk, complaint management, back-office case management, HR management, and banking case management.

## Key Features

**Multichannel Inbox**: According to the vendor, ThinkOwl's multichannel inbox captures customer interactions from multiple channels, such as email, chat, social media, and phone, in one interface. It prioritizes customer inquiries by topic and urgency, aiming to help agents manage and respond to customer tickets more effectively.

**Case Management**: The vendor states that ThinkOwl's case management feature automatically extracts essential customer data from cases and populates the relevant input fields. This feature aims to provide agents with all the necessary information and context on their screens, eliminating the need for manual data copying and pasting.

**Helpdesk Workflow Management**: According to the vendor, ThinkOwl's workflow automation allows users to design and customize workflows for case processing. It aims to enable agents to trigger tasks and actions from cases with a simple click, reducing manual post-processing and improving efficiency.

**Chat & Chatbot**: The vendor states that ThinkOwl's AI-powered chat tool provides real-time conversations with customers, even when agents are unavailable. The chatbot aims to understand customer inquiries and intentions, providing the best possible answers and suggestions.

**Customer Portal**: According to the vendor, ThinkOwl's customer portal offers a self-service support experience for customers, accessible 24/7. Customers can check the status of their tickets, browse articles, and find answers to their inquiries without the need for agent assistance.

**Analytics & Reporting**: According to the vendor, ThinkOwl's AI captures customer topics and mood, providing insights into customer inquiries and trends. It visualizes customer satisfaction and team performance through analytics and reporting, aiming to help managers make data-driven decisions.

**Integration**: According to the vendor, ThinkOwl allows integration with existing and future external systems via API, enabling seamless data exchange and workflow management. It supports third-party integrations to the ticketing system, further enhancing efficiency and productivity.

**Data Security**: The vendor states that ThinkOwl ensures secure operation with authentication by single sign-on (SSO) script for access and permissions. It follows certified cloud operation standards with comprehensive audits and security measures to protect customer data.

**Artificial Intelligence**: According to the vendor, ThinkOwl's AI-powered features automate routine tasks, such as case assignment and data extraction, aiming to improve efficiency and accuracy. It supports human-machine collaboration, providing agents with suggestions for responses and relevant case information.

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

osTicket is an open-source help desk / ticketing platform that can create inquiries online, through email, and through phone calls.

osTicket

ThinkOwl

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.

ThinkOwl is your one-stop solution for customer support needs. Built on cloud architecture (SaaS), ThinkOwl features AI-powered tools that streamline workflows—from ticket management to client engagement. ThinkOwl's arsenal of potent solutions are designed to automate routine tasks, boost agent productivity, and enhance service efficiency. It offers the perfect blend of service desk features, conversational or generative AI, and an omnichannel communication environment. Its workflow automation, AI technology, and software integration capabilities are a real treat for digital communication. Additionally, ThinkOwl excels in data analysis, generating advanced reports that offer real-time insights into KPIs across topics, teams, and channels.

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.

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What is ThinkOwl?