ServiceDesk Features

These features are unique to the ServiceDesk application. Most of them are centered around the ability to interact with your customers in the most efficient and friendly manner possible.

• Service Portal - The Service Portal lets your customers file cases and track them. It also provides:

• Knowledge Base - A way to publish articles your customers can use.
• Community - A way for users to help themselves, that lets an agent quickly create a case from a community post.

• Social Channels - Every Dynamic Case Management application hosted on the AgileApps Cloud platform platform lets you interact with customers using email and Web Forms hosted on an external site. But ServiceDesk gives you even more:

• Facebook Channel - Interact with customers using a Facebook page.
• Twitter and Twitter Search - Interact with customers using Twitter feeds.

• Account-specific SLAs - Every Dynamic Case Management comes with default SLAs that can be customized. Those Service Level Agreements define response and resolution times that cause reminders to be sent out at appropriate intervals. The ServiceDesk application goes a step further. It lets you define different SLAs for different Accounts, for situations in which you are contractually obligated to meet specific goals, with penalties when those agreements are breached.

• Surveys - Customer Satisfaction Surveys can be automatically sent out when a Case is complete, to track customer satisfaction levels.

• Enhanced Email Integration

• Email to Case - Allow a case to be created automatically from an incoming email, with a variety of options to filter out spam
• Pre-configured Email Templates - When a case comes in on a given channel, the Email Template to use for responses is pre-defined. Any text an agent types is plugged into the template, and the resulting message is sent to the customer.
• Quick Text - Define standard "boilerplate" Quick Text that agents can add to a message with a mouse click.
• Knowledge Base Integration - Search for knowledge base articles and insert a link into a message, all with the click of the mouse.