Q: Help desk and ticketing
Can you please confirm how the help desk component of your deal works for people who purchase tier 2 given it does not include "ticketing" (which is only available in tier 3)?
I can't really understand how a help desk is effective if we can't assign ticket numbers/ticketing (because it is excluded from tier 2)?
How are individual support requests recorded without ticketing?
Thanks
Anton_CXGenie
Jan 24, 2025A: Thank you for your question! While Tier 2 does not include the ticketing feature, the Help Desk is still a highly effective tool for managing customer support. Here’s how:
1. Comprehensive Support Management: Help Desk provides features like live chat, team collaboration, auto-assigning chats to team members, and managing a queue list, all from a single interface.
2. Customizable Views: Support agents can create customized views based on categories they are responsible for, allowing them to focus on their tasks without distractions.
3. Team-Based Permissions: Permissions can be set up to assign chats and responsibilities to specific teams, streamlining workflows and avoiding overlap.
4. Reporting Tools for Managers: Managers can access CSAT reports, overview reports, and member availability insights to monitor team performance and plan resources effectively.
These features ensure the Help Desk operates as a centralized and efficient platform for customer support, even without ticketing.
Additionally, if ticketing is essential for your needs, we do offer it as an add-on feature, which you can purchase separately. Please let me know if you’d like more information or further clarification!