- Multi-Channel Communication
- Macros (Templated Responses)
- Ticket Management
- Knowledge Base
- Contract (SLA Management)
Efficiently manage IT incidents with Desk365.
Starts from $10/User/Month when Billed Yearly, also offers free forever plan
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Desk 365 is web based help desk software, designed to automate it for IT department. It provides all the functions of a help desk to keep track of the incidents, assign them to technicians and track their progress online. Desk ... Read More
Multi-Channel Customer Service encompasses a variety of platforms such as phone, email, live chat, social media, and self-service channels such as FAQs, knowledge bases, forums, online communities, and more. Given the numerous advantages, it offers, multi-channel customer care is quickly becoming the new standard. The term'multi' is the foundation of the notion. This means that your customers can contact your company via multiple communication channels with their questions or concerns. It's crucial simply because your customers want to get you as quickly and efficiently as feasible. However, the reality is that people prefer to be linked with you on their preferred channel.
You can resolve cases or support issues faster and more efficiently with answer templates. Answer templates (previously known as templated snippets) are reusable messages that can be copied to case or task forms to give users quick and consistent responses or display standard chat response messages in Agent Chat. Macros allow you to add dynamic content, drop-down lists, and fillable fields to templates, in addition to avoiding repetitive actions. For example, macros allow users to create templates with attachments so that they don't have to remember including a specific file every time they compose a particular letter. Instead, you can add information to the message body, fill in the Bcc, Cc, and Subject email sections, and much more.
Ticket management is a means of dealing with issues and requests. Tickets are simple data entities used to track everything that needs to be done. Ticket management is a crucial business strategy built into almost all bug tracking software. Complex problems that can't be resolved in a chat can be handled through tickets. Because they're all in one spot, no inquiry goes unanswered. Customers can leave you messages in the chat widget even if you are unavailable. These communications will be saved as tickets, and you will be able to respond when you return to the internet. When a problem is too tough to handle on chat, you can also file a ticket while talking to a customer.
A knowledge base is a centralized documentation repository that includes frequently asked questions, how-to guides, and troubleshooting instructions. Its goal is to make it simple for people to solve difficulties without asking for assistance. Knowledge bases result from a process known as "knowledge management" that collects and organizes all of that data in a meaningful manner. External or internal audiences can both benefit from knowledge bases. An appliance manufacturer, for example, might keep maintenance instructions in a customer-facing knowledge base and an internal knowledge base where personnel can learn about company policies.
A service level agreement (SLA) is a written contract between a service provider and a client that specifies the services to be provided and the expected level of service to be provided to the customer at all times. Vendors, services, and industries all have different agreements. Before subscribing to an IT service, the SLA should be thoroughly examined and tailored to maximize service value for both the end-user and the business. Service providers should note the distinctions between internal outputs and customer-facing results since they can assist in establishing service expectations. Service level agreements can cover/define a wide range of internal goals and KPIs.
Starts from $10 when Billed Yearly, also offers free forever plan
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Microsoft Teams Ticketing
Email Ticketing
Customer Management
SLA Reminders
Contract Management
Automations
Knowledge Base
Customer Support Portal
GROWTH
$10
/User/Month
Microsoft Teams Ticketing
Email Ticketing
Customer Management
SLA Reminders
Contract Management
Automations
Knowledge Base
Customer Support Portal
STARTER
Microsoft Teams Ticketing
Email Ticketing
Customer Management
SLA Reminders
Contract Management
Automations
Knowledge Base
Customer Support Portal
GROWTH
$14
Microsoft Teams Ticketing
Email Ticketing
Customer Management
SLA Reminders
Contract Management
Automations
Knowledge Base
Customer Support Portal
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Disclaimer: Pricing information for Desk365 is provided by the software vendor or sourced from publicly accessible materials. Final cost negotiations and purchasing must be handled directly with the seller. For the latest information on pricing, visit website. Pricing information was last updated on .
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Desk 365 is web based help desk software, designed to automate it for IT department. It provides all the functions of a help desk to keep track of the incidents, assign them to technicians and track their progress online. Desk 365 also provides many additional functions not found in other help desk software including ticket configuration, automatic escalation, auto-responses and ticket templates.
Disclaimer: This research has been collated from a variety of authoritative sources. We welcome your feedback at [email protected].
Researched by Rajat Gupta