TotalDesk All-In-One HelpDesk Solution
In today’s digital world, providing exceptional customer support is vital to the success of any business. One of the most effective ways to manage your customer support efficiently is by using a helpdesk solution that offers a comprehensive set of features. TotalDesk is the ultimate all-in-one helpdesk solution for WordPress that eliminates the need for multiple plugins and streamlines your support process.
Comprehensive Ticket System
TotalDesk’s built-in ticket system makes managing customer support requests easy and efficient. With multiple channels for customers to create tickets, you can keep track of all support requests in one centralized location. TotalDesk’s ticket system offers:
- Email inbox fetching: Automatically fetches emails from your custom support mailbox and converts them into tickets or replies
- New ticket forms: Three different contact forms available for simple requests, Envato purchases, and WooCommerce support
- Live chat: Engage with customers in real-time and save chat conversations as tickets
- Phone support: Agents can create tickets on behalf of customers who call in for support
Efficient Ticket Management and Resolution
TotalDesk streamlines the ticket management process by allowing you to set default values for new tickets, assign tickets to agents, and categorize tickets with custom taxonomies. With a comprehensive ticket overview, agents can easily manage their assigned tickets, filter tickets based on various parameters, and keep track of ticket history.
TotalDesk Knowledge Base
TotalDesk’s knowledge base feature allows you to create a centralized FAQ section based on your customers’ most common queries. By providing a knowledge base, you can significantly reduce the number of support requests and improve customer satisfaction. TotalDesk’s knowledge base offers:
- FAQ creation based on tickets: Easily convert ticket content into FAQ articles
- Topic grouping: Organize FAQs into topics with custom icons for easy navigation
- Live search: Help users find relevant information quickly with a live search functionality
- Built-in widgets and layouts: Customize your knowledge base with various widgets and layouts to suit your website’s design
TotalDesk Live Chat
With TotalDesk’s built-in live chat functionality, you can communicate with customers in real-time, helping you resolve issues quickly and efficiently. TotalDesk’s live chat features include:
- New chat initiation with a custom subject (creates a new ticket)
- Chat entry with a given ticket ID for seamless customer-agent communication
- Chat conversation saving for easy reference and tracking
Keep Customers Informed with Timely Notifications
TotalDesk’s notification system ensures that customers are always informed about updates on their tickets. With both email and desktop notifications, customers can stay up-to-date on ticket status changes, agent replies, and more.
Gain Valuable Insights with In-Depth Reporting
TotalDesk’s reporting feature allows you to analyze your support process and identify areas for improvement. With various report types, you can track tickets by agent, status, type, system, and date, providing valuable insights to help you optimize your support process.