HELPDESK
Every customer request in one list
Calls, emails, web chat and SMS all land in a single request list. Every request carries a status, a tag and its history, so none of them gets buried in someone’s personal inbox.
What is HELPDesk and what problem does it solve?
A customer request management system where every contact becomes a ticket with a status, a tag and a history.
- Requests from email, calls, web chat and SMS appear in one list
- Every request has a status, so it is clear which ones are still unanswered
- The history stays with the customer, not in an employee’s private inbox
- Reports show how many requests arrived and how they were handled
How does a phone call become a request?
The agent writes a comment after the call — and that comment is registered as a new ticket.
- The comment is sent to HELPDesk straight from the call window
- A new ticket is created without interrupting work or retyping anything
- The call topic is assigned to a tag so it shows up in reports later
- The record stays with the customer history, available to the whole team
What does the agent see when the call connects?
The customer card opens before the greeting — nobody has to ask who is calling or why.
- Previous call history and the comments left on those calls
- Customer contact details
- Previous orders or requests
- Special flags and customer segments
How do you see where a request got stuck?
The KANBAN board shows every request by status — on one screen, with no filtering or searching.
- Requests are arranged in columns by status
- The status changes by moving the request to another column
- Auto-replies tell the customer that the request was received
- It is visible who is responsible for each ticket
How do you learn what customers ask about most?
Tags and call topics roll up into reports — you see not only how many requests came in, but what they were about.
- Calls and requests are assigned topics or categories
- Reports cover calls, email and web chat
- Team workload and service pace are visible
- The data shows which questions repeat and what is worth automating
What it looks like in the system
Three views from the working system — not mock-ups.
What HELPDesk includes
Nine capabilities working on the same request list.
How HELPDesk is set up
Four steps — from channels to metrics.
- 1ChannelsEmail, telephony and web chat are connected so requests travel into one list.
- 2Statuses and tagsStatuses and topic tags are defined around how the team actually works.
- 3AutomationReply templates and auto-replies about received requests are prepared.
- 4ReportsYou decide which metrics to follow: workload, topics, service pace.
HELPDesk — frequently asked questions
Which channels arrive in HELPDesk?
Email, phone calls, web chat and SMS. They all go into the same request list, and statistics are reported together.
Can a phone call become a request?
Yes. During the call the agent can send a comment straight into HELPDesk — that registers a new ticket.
What does the agent see about the customer during a call?
Previous call history and comments, contact details, previous orders or requests, and customer segment flags.
How are request statuses managed?
On the KANBAN board. Requests are arranged in columns by status, and the status changes by moving the request.
What reports are available?
Call statistics, HELPDesk service statistics, and combined reports for calls, email and web chat.
Can we try it before buying?
Yes. Ask for a demo on this page and we will show HELPDesk on your own scenarios.
We will show you how HELPDesk would work for your team
Tell us which channels your requests arrive through today and where they get lost — we will show how they come together into one list.
