AzureDesk

AzureDesk is a customer support software that providing essential features to efficiently and effectively address helpdesk tickets. Its Ticket Management feature provides the necessary and customizable fields to supporting issue resolution. It also allows users to categorize cases including fields for priority, issue type, and channel allowing better prioritization, assignment and reporting.

Users can also attach needed images, input case notes, and apply tags for easier management. Users can also add customized fields for cases with options to control visibility to customers.While AzureDesk has its own e-mail domain which can be used for customer correspondence, users can opt to auto-forward customer e-mails received through their business helpdesk e-mail to the AzueDesk mailbox.

This mailbox has no limit and received correspondence from customers is automatically converted into a ticket. Updates to the ticket from the company support team triggers notification e-mails to be sent to the customer as well. Tickets are then tracked until completely resolved ensuring no issues are left unresolved or not responded to. Agent Signatures can also be easily customized into responses allowing a more personal approach to customer communication.

Data captured through AzureDesk like customer demographic, channels used and other fields customized into the system can be extracted to produce sensible reports or can be used to run built-in reports in the program. This includes agent performance in response time, resolution rate and other KPI’s.

AzureDesk can also be integrated with other systems including: Slack for Chat Teams, Olark Customer Live Chat, Charge Desk Billing Support, Jira Agile Development Tool, Asana Team Work Tracking, Chatlio for Chat teams, Smooch to multi-messaging, Freshbooks accounting software.