ProProfs Help Desk Software is a feature-rich issue tracking software that enables online businesses to track all customer issues, requests, and bugs. Offer timely response to your customers through child tickets. Child tickets allow you to collaborate and track internal subtasks.
When customers raise issues or make requests, agents can easily track them and get inputs from other agents and teams. Team collaboration, thus, helps to tackle and resolve issues productively.
When you track customer issues, you know who is working on what. Your business can even identify solution delays. You don’t miss on customer tickets when you use filters to sort by labels, priorities, assignees, milestones, and status.
The best part about ProProfs Help Desk is its shared inbox feature that puts an end to long cc emails. With ProProfs HelpDesk, your agents can manage all customer-facing inboxes, such as sales@, help@, support@, contact@, and billing@. When an agent has access to customer emails, it becomes easy for them to reassign the message to the right person. Shared inbox makes it possible to gather internal feedback with in-line, internal comments. Agents can also collaborate well with teams. This collaboration leads to faster ticket resolution.
Customer success managers (CSMs) can organize agents into teams. ProProfs Help Desk makes it easy for you to manage permissions, task assignments, and roles. They also have the freedom to set up their workflow rules around service level agreements (SLAs), filters, and priorities.