Helpline on your website

Efficient customer support centre

Helpdesk app makes it easy to handle customer requests. Quickly address inquiries, boost customer satisfaction, and prevent delays. Stay updated on the status of each request and work efficiently.

4.6

16 ratings

Your review

1400+

installs

Webasyst

developer

June 24, 2024

latest release
version 2.0.2.169

Additional licenses
50% discount
Minimal requirements
  • Version of Framework >=1.14.2
  • Version of Site >=2.1.0.26683

Keep all mail requests under control

Customers inquire about prices, availability, and delivery. They leave reviews, complaints, and suggestions. And it’s not just customers— job applicants, collaboration proposals, and suppliers also reach out. The Helpdesk app gathers all these inquiries, queues them, and assigns them to the team members. Work faster and more efficiently, ensuring no request is ever lost.
  • Teamwork

    Work as a team. Assign requests to specific employees or groups. This is convenient for shift work and allows any operator to handle requests in order.

  • Message history

    The request page shows the entire communication history. You can see your colleagues' responses and reply considering full context.

  • Spam protection

    Auto-replies from client mailboxes and other spam messages are automatically filtered out into a separate folder.

  • Multichannel support

    Set up multiple parallel streams for requests from different websites. Distribute requests to the appropriate streams based on their source.

  • Response rating

    The quick rating feature allows customers to rate responses, ensuring the quality of support service. This improves service quality and team motivation.

  • Access rights

    Define which request statuses and actions are accessible to each user. For example, accountants only see payment requests, while tech support handles repair requests.

Play with demo

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Workflow of each request

You have received a new request. What should you do with it? The options depend on your business processes and the type of request. For example, if we are dealing with technical customer requests about software (how to install, how to configure, whether a necessary feature exists, whether a certain functionality is planned, etc.), we proceed as follows:

1. All requests go into a single list. 2. If the request is simple, we respond immediately. 3. If the request is complex, we forward it to tech support. After receiving a response, we get back to the customer.

Your process might be simpler. For instance, if you receive requests through the website, they first go into the "New" category. You can respond immediately, discuss with colleagues, add comments, or delete the request. Depending on the response, requests move to statuses like "In Discussion", "Closed," or others that you configure.

Action buttons for requests

In each request status (e.g., "New," "In Discussion," "Closed"), you can configure actions: respond to the customer, add a comment, forward to a specialist, close without a response, delete. You can configure which fields need to be filled out when performing an action—text fields or dropdown lists. For example, you can specify the type of request and to which employee it should be forwarded. All data is saved in the history and is available for search.

Filter settings

All requests go into a single list. However, such a general list is not always convenient, as it displays both newly received and already processed requests. The Helpdesk app allows you to create convenient filters for different types of requests to view them in separate lists. These lists can be accessible to everyone or only to specific users.

Email templates

Most requests require responses, except for auto-replies from providers, which can simply be deleted.

A response can be sent via email or made available in the customer's personal account. To do this, you need to configure a message template. Flexibly customize the text, appearance, and details about the customer and their request. Set up the template once, and all standard notifications will be automatically sent to the appropriate recipients.

Frequently Asked Questions (FAQs)

Customers often ask the same questions. To quickly respond to these, create response templates. You can easily insert these templates into your message with one click.

FAQs can be posted on your website so that customers can find answers on their own. This will reduce the number of repetitive questions and allow your specialists to focus on more complex requests.

Customer account centre

Many websites have a "Customer Login" link in the top right corner. The customer account typically includes sections like "My Profile," "My Subscriptions," and "My Orders." You can also add a "My Requests" section where customers can view their entire communication history with your support team.

Your customers will always get a response

The Helpdesk app is designed to make your work with customers simpler and more efficient. Customize actions, filters, and email templates to fit your business processes. Easy request management, flexible settings, and a complete communication history—all of this will help you work efficiently and delight your customers.
Webasyst Cloud License / Own server

License is for the entire company with no limits on the number of users. Host the app on your own server or in the Webasyst cloud on any custom pricing plan.

Webasyst Cloud

30 days free

In the cloud, the Ultimate plan offers all major apps included and pre-installed, including the Helpdesk app.

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$7.99
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