Desk.com

Desk.com help desk software lets you see your customers in one place and engage with them across multiple support channels.

Features include:

• Case management:
  • Multi channel ticket management - interaction to ticket.
  • Case filters: by priority, ticket status, ownership.
  • Case status.
  • Business rules for priority queuing.
  • Automate support.
  • Customer profiles.
  • Macros and canned responses.
  • Labels and custom fields.
  • Bulk updating.
  • Case history.
• Universal inbox: every request from any channel:
  • Email.
  • Chat.
  • Twitter.
  • Facebook.
  • Phone.
  • Discussions.
• Support to go: optimized for a mobile experience:
  • IPhone.
  • Android.
  • BlackBerry.
  • IPad.
  • Tablets.
  • Windows Phone.
  • Whole company support.
  • Real-time alert and notifications.
  • Mobile support center.
• Multilingual:
  • Rules and filters by language, by fluency.
  • Language of choice.
• Support center:
  • Custom branding.
  • Content manager/knowledge base.
  • Community discussions:
    • Content rating.
    • Contact forms.
• Business insights:
  • KPI reports:
    • Productivity report.
    • Agent performance.
    • First contact resolution.
    • Wait time.
    • Handle time.
  • Analytics dashboard.
• Integration:
  • SalesForce.
  • Google.
  • Meraverse Mod Aquad.
  • Live Chat.
  • Get Satisfaction.
  • Snap Engage.
  • Olark.
  • Integration URLs.