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Helpdesk app is focused on managing customer requests from numerous sources. These sources may include business email addresses or custom forms published anywhere on the web. Advanced routing uses actions to move requests from one state to another while they are being processed. A workflow schematic makes it easy to visually follow the request routing. This innovative workflow technology simplifies complex request processing. Cross-workflow transitions make it possible to scale instantly to any business size. No "per-agent" fees or any other fees make this the best help desk value on the market today.
In any actively operating business, clients have comments or queries about all sorts of issues. Customers always want to ask you a question. All you need to do is to create a comfortable environment for them to do so, encouraging your clients to return to you again at least for a little consultation and then often ordering something else!
What does it mean to process a request? In the simplest case, when you have received a request from a customer, all you need is to send a reply. However, that is not always possible because a request may require attention of a technical specialist or approval from higher management.
In large companies, customer requests are often filtered by theme and forwarded to the appropriate departments: technical, legal, accounting, etc. Once assigned to a department, the requests are then forwarded to individual specialists in charge of handling such queries. This complex process can be managed only by using a well-organized request-processing scheme. This is why Helpdesk utilizes the workflow concept as its core.
Imagine a river—a flow of customer requests. With Helpdesk's special instruments (actions) any request within this flow can be directed in the desired direction; e.g., replied, forwarded to a specialist (discussed), deleted (i.e., spam), or closed without reply.
Execution of any action on a request can move the request to another state or leave its state unchanged, and this depends on the specific action. For example, if you have just received a request, it is new. After you reply to the customer, the request becomes closed. Should the customer decide to ask you something else in relation to a closed request, that request becomes reopen. It becomes closed again after you send an additional reply to the customer.
A different example is the "add comment" action, which does not change the state of a request. Suppose that you have received a request and are not ready to provide a detailed reply right away; however, you want to add a note for yourself, i.e., add a comment to the request, which will be useful later when you have enough information to complete a reply. Adding a comment is also an action, but in this case it does not change the request state: if it was new before, it will remain so with a comment added.
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.
In the cloud, All Webasyst plans offer all major apps included and pre-installed, including the Helpdesk app.
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Teammates, calendars, access rights management
Content and site structure management tool
Blog publishing tool
Colored sticky text notes.
REST client for all API-enabled apps
Collaborative to-do lists
Payment in cash upon receipt
Shipping cost based on order total or weight
Set up an order self-delivery point
Bonuses for referred customers and friends
Helps you migrate your storefront to Shop-Script
Define global shipping rates by country and region
Self pickup from a nearby store location
Import data from third party ecommerce platforms
Accept payments via PayPal
Watermarks all product images
Simple product filtering by brand
Google Calendar integration
Post filtering by tags
CalDAV integration (iCloud, Yandex, Yahoo!)
Receive message via Telegram
Outlook.com (Office365) calendar integration
Posts filtering by category
Integration with VK.com messages
Fixed shipping rate
Photo uploading and voting for website visitors
Allows frontend visitors to comment on photos
Integration with Zadarma IP telephony
Integration with Mango Office IP telephony
Real-time shipping rate calculation via USPS
Backend favorite products filtering
Favorite posts filter for backend
Displays commentors' avatars from gravatar.com
Comment SPAM fitering powered by akismet.com
Import photos from external websites and platforms
Up-to-date news via RSS and some popular feeds.
Displays current time in the selected time zone.
Display current weather conditions in your city.
Top selling products.
Latest customer reviews of your store products.
ARPU, AMPU, CAC, LTV, ROI.
Latest blog comments.
Customer count dynamics.
Online store sales by source.
Real-time store sales figures.
Up-to-date order processing statistics.
Beautiful slideshow of your photo stream.
Latest blog postings.
Latest hub replies.
Recently uploaded files.