Stay on top of technical issues 

 

Keep track of every piece of communication with customers at one place and engage with them on their preferred channels (Live chat, Email, Ticketing system, WhatsApp)to scale up efficiency.

Is your IT support riddled with problems because of various constraints? Leverage all features forever for free of cost to streamline support.

Easy-to-use ticketing system allows IT agents to create tickets and prioritize queries for effective customer support

Regardless of being a start-up or small and medium size business, every organization need to be customer-centric for future ready. Keeping our HelpDesk software in place, it allows your agents to offer next-generation support to clients all over the world by prioritizing ‘open’ and ‘awaiting reply’ tickets for efficiency, by creating new custom tickets for an issue, and by getting complete conversation history in a single pane for quick resolutions.  Guaranteeing nothing is left behind.

Create custom tickets for clients reached out to your team through phone or a form fill

Our tools’ versatility allows technology or any kind of support team to create new tickets pertaining to the requests from client. The web console permits authorized operator to add complete details including client information, ticket issue, private notes, etc.

Merge tickets to avoid redundant tickets and ambiguity

Found duplicate or similar topics or issues, then wondering making redundant replies with lengthy information adds inefficiency to the process? Avoid duplicate replies from the same requester with our ‘merge ticket’ feature allowing you to merge tickets in a flash.

Real-time live chat for instant replies

We understand customer service is incalculable and incredibly important to sustain in the fast-paced world. Keeping our clients to offer customer satisfaction on priority, we offer live chat integration with ticketing system, letting visitors chose a preferred way to contact you.

Single click tickets filter

Our versatile support tickets dashboard allows IT agents to filter out list of “open” and “awaiting reply” tickets in flick of a mouse click.

Bulk status change

Select the tickets in bulk and change the tickets status to appropriate one.

Offline chat messages can be converted to new tickets

Don’t worry when live chat agents are not around as the offline chat queries can be taken into consideration to create custom new tickets.

Intuitive filters to sort tickets

Sort tickets by departments, private or public, last activity and more, enabling IT operators to precisely sort out as you wish.

Push notification

Our native push notification enabled solution instantly updates your IT team on new client or new ticket, enabling your customer support agents to respond on the fly.

File Management

Knowledge Base

Built-in knowledge base for self-resolution

Our intuitive knowledge base empowers clients to self-serve to resolve issues in no time letting your critical Service Desk Team focus on more complex issues efficiently. At HelpDeskBay, you can instantly launch a full-scale and customized knowledge base leveraging our easy-to-use content management system.

Repository of articles to add efficiency to your support team

Use our customization knowledge base solution to build vibrant collection of search engine friendly support articles to help customers in helping themselves. IT departments paves the way for customers to find relevant answers to plethora of frequent questions at knowledge center without wasting time answering similar issues.

FAQs’ categories for easy content management

Organize all the related help-articles in particular categories making it super easier for customers to find blog posts, FAQs in a few clicks. Create and order main and sub-categories for effectively managing huge library of content.

Multi-language support

Built and setup help centers in diverse languages all from one location.

Tailored to brand’s need

Highly customizable knowledge base platform to match your brand’s look and feel.

Versatile CMS

The adaptability of HelpDeskBay’s is the key to customize whole platform to your preference.

File Management

Live Chat

Finest customer support softwares are coupled with Live chat solution – Customizable chat widget

In addition to Ticketing system, HDB enables customer support agents to answer queries in real-time to minimize customer handling time while fueling sales. Our intuitive interface allows even a novice to customize widget and kick start engaging audience.

Group live chat to reach wider audience

Be more efficient support team answering in real-time to a group of prospect having similar questions. HDB allows operator to schedule group chat and answer queries in real-time to invited members.

Live chat canned responses

Operators find routine questions quite off-putting. So automate answering regular questions like a breeze with Canned responses. Create unlimited standard responses to accelerate answering same routine questions while focusing on more vital tasks.

Transfer live chat

Customer support agent can transfer on-going chat to subject matter expert in a flash right from the HDB platform to offer unhindered experience to customers.

Favorite messages

Mark key conversations with clients for future references like personalized outreach.

Chat bot

Gain more efficiency while never missing a chance to help customers with required information to make a sale with a powerful chat bot.

General

FAQs

Can a user with free member manage unlimited tickets?

Yes. An agent can manage unlimited tickets. One of the limitations in the free account will be the number of clients limited to 20.

How many numbers of departments can be created in Free membership?

A total of six departments can be created.

Self-services

Empower customers to find information they are seeking at finger tips while decreasing the tickets volume.

Notification

HDB sends instant alerts to Clients and Agents from the time a ticket is created to close.

Real-time visitors’ location

Monitor activity as visitors explore your website. Learn top referral, countries sources along with IP addresses and first visit.

Are PHP/IMAP connections are available for Email ticketing in free subscription?

No. It is not.

Actionable reporting

Keep tab on tickets frequency, tickets by status, feedback score to discover customer support scalability challenges.

Daily backups

We understand the consequences of downtime, we have a backup strategy in place.

Encrypted channel

Enterprise-grade security to prevent breaches and intrusion.

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30 Days of Free Hosting

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