Help Desk Software
An integrated ticketing system that gives
you the tools to provide the best support to customers.
Provide customers with the ability to create, view, and manage their cases.
Knowledge base articles can be opened to the public domain or kept behind a wall. Articles can help your agents, or be used to deflect new cases from customers.
Customers can log cases by phone, email, portal, or live agent.
Supporting a customer takes a village
Sure, your goal is to have 100% resolution off the first call. But your product is complex and escalations are a normal occurance. TekStack gets the most out of internal collaboration with key features like:
- Routing Rules
- Internal SLAs
- Integration to Jira or Azure DevOps
- MS Teams collaboration
Track your key metrics
Track resolution by time period, agent, subject, or type. Track time to resolution as well as percentage of cases that missed SLAs. This is the type of information that can be passed back to the product team, or used for coaching.
Visualize changes to case volumes, opened, active, and resolved over time. View the information by agent, subject, product, or case type.
Integrate customer sentiment surveys like Customer Satisfaction on case resolution. Track CSAT overall, by agent, by customer. Trend changes over time.