A feature for agents and customers to chat with each other on their client apps based on Sendbird Chat Platform.

In-app chat

A feature to integrate your Facebook pages to receive comments and messages as tickets.

Facebook

A feature to integrate your Twitter business accounts to receive public Tweets and DMs as tickets.

Twitter

A feature to integrate your Instagram business accounts to receive comments on your posts as tickets.

Instagram

A feature to receive messages sent from WhatsApp as tickets by registering your WhatsApp Business Account with Vonage APIs.

WhatsApp

Multi-channel support

A feature to receive customer messages as tickets using Desk SDK.

Ticketing system

A feature to auto-assign a ticket to an available agent with the fewest tickets. Admins can also set the maximum number of tickets an agent can receive.

Auto ticket routing

A feature to assign tickets to a specific team.

Team assignment

A feature for admins to set the priority of a ticket. Tickets with higher priority are assigned first.

Ticket priority

A feature for admins to set time for ticket status to be changed automatically. Tickets can be in Initialized, Pending, Active, Idle, In-progress, or Closed status.

Ticket status

A feature for admins to auto-assign tickets to specific teams based on created conditions, such as ticket and customer information or custom fields.

Team assignment rules

A feature for admins to auto-set priority of tickets based on created conditions, such as ticket and customer information or custom fields.

Ticket priority rules

A feature for admins to add additional information about a ticket or a customer by creating custom fields, which support text, integer, link, and dropdown data type. Admins can use custom fields to create rules or to search tickets.

Custom fields

A feature for admins to manage tickets by creating tags and adding them to tickets.

Ticket tags

A feature to automatically change the ticket status from Idle to Close when there is no response from a customer for the set period of time. However, the status changes to Active when the customer responds.

Auto ticket close

A feature to customize system messages. System messages are sent and displayed to agents when a ticket information has changed such as its status or assignee.

System messages

Ticket management

A feature to allow agents to change their status into Online, Offline, or Away. The ticket routing logic depends on an agent's status.

Agent status

A feature to allow agents to create templates for frequently used messages. Agents can create quick replies for themselves, specific teams, and all agents.

Quick replies

A feature to allow agents to transfer all tickets to a specific team when changing their status. Transferred tickets are assigned to available agents within the team.

Bulk ticket transfer

A feature to set an agent's level as Expert or Intermediate. In the agent list, the expert flag icon makes it easier to distinguish experts from intermediates.

Agent levels

A feature to allow agents to transfer tickets to other agents or teams.

Ticket transfer

A feature for agents to search tickets by ticket title, user ID, ticket ID, custom fields, and keyword.

Ticket search

A feature for agents to view their assignment logs.

Assignment logs

A feature for admins to set working hours for agents. The auto-reply message is sent to customers when they send messages after the working hours.

Working hours

Agent productivity

A feature to allow agents to start a conversation first. For example, agents can send marketing or follow-up messages as proactive chats.

Proactive chat

A feature to add up to 3 related chats for agents to refer during the conversation with a customer.

Related chats

A feature to embed a custom website into the right sidebar of the ticket details view. It can be integrated with an internal CRM, used as reference for agents, or developed with Platform API.

Iframe ticket sidebar

A feature that shows a list of tickets by different category as a beta service. The missed ticket list shows tickets that are closed without an agent's response.

View

A feature to receive customer feedback as scores and comments on the support provided in a ticket.

Customer satisfaction rating

A feature that shows analytics of the application, agents, and teams. Various filters and detail values of each chart are provided.

Reports

A feature for admins to export data containing ticket related information. Admins can download data and see the export history in the data export menu.

Data export

A feature for admins to monitor the ticket status in real-time. Key indicators like ticket count per agent and status are provided to help agents improve overall efficency.

Real-time monitoring

A feature for admins to customize messages such as welcome and delay messages. They are automatically sent for the set occasions.