Is the help desk ticketing system compatible with mobile?

Yes, Kapture’s help desk ticketing system is user-friendly and compatible with desktop, laptop and mobile devices.

How to choose the best help desk ticketing software for your business ?

First, identify your goals. Next, find a software with features that match your requirements. Lastly, you can check out Kapture help desk ticketing system as it offers customizable options as per your needs.

Best Helpdesk Management System With 10X Faster Ticket Closure

Q: What key features should a good help desk ticketing system have?

Some of the key features include omnichannel support, automated prioritizing of tickets, knowledge base and internal collaboration.

Q: How can help desk ticketing system help my business?

Help desk ticketing systems contain automated tools which are necessary for creating, tracking, managing support requests, and improving ticket categorization and assignment to agents.

Q: What are the benefits of using a help desk ticketing system?

Increased customer satisfaction and loyalty, Better insights into your business, Improved productivity of agents, Transparent customer service & Better team coordination

Must-have Features in a Help Desk System to Transform Your Business

The help desk system you choose for your business should have essential features that will boost customer support provided by your agents. It's typically best to choose the help desk ticketing system that offers only the functionality you require rather than every feature available in the market.

Kapture’s One Suite supports your agents to manage their contact centre, service centre and field force on a single platform.

Ticket Management System

The helpdesk ticketing system is the central system that logs and organizes customer complaints into tickets and follows their progress from acceptance to resolution.

Omnichannel Support

Complaints coming from different channels like chats, calls, emails, and social media can be viewed and resolved through a unified dashboard in the helpdesk ticketing system.

Self-serve

A self-serve portal containing answers in the form of FAQs and AI powered bots to solve petty and common customer queries, saving agent’s time.

Reporting and analytics

With the help of graphs, statistics, and customer feedback derived from the support ticket software, the customer support team and managers are able to evaluate and improve their own performance.

Task Automation

Automate repetitive or regular tasks such as answering repeated customer inquiries and administrative chores such as filling out forms or generating daily reports to save time and increase the productivity of your agents.

Seamless integration

Helpdesk ticketing system may be integrated with third-party software to increase the number of functions and data access to your customer support agents.

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Business Benefits of Using a Help Desk Ticketing System

Your growing business deserves all the benefits that come with the implementation of a help desk system.

Increased customer satisfaction and loyalty
Better insights into your business
Improved productivity of your agents
Transparent customer service
Better team coordination

Kapture’s Help desk Management System

Resolve customer queries faster with a context-aware and super smart automation platform

Multilingual chat

Side conversations

Agent assisted window

Say Goodbye to Language Barriers with Kapture’s Help Desk System

Kapture’s help desk ticketing system is a blend of smart and intelligent software chat interface that translates every language into your agent's preferred language and vice versa.

Initiate Third Party Conversations Instantly

Start a conversation with a third-party vendor and keep a record of it attached to the ticket. Agent start a conversation with them even if they are not part of the system.

A smart partner for your smart agents

Help your agents resolve the queries faster by empowering them with an AI-assistant that helps them provide a contextual resolution.

What are the advantages of using
customer support helpdesk ticketing software?

Omnichannel Platform

Deploying a help desk ticketing system that brings all communication to one platform has become a crucial part. However, enabling the single sign-in for all the channels to log in is still a time consuming task. An intelligent and smart help desk management system such as Kapture brings single sign in to the platform that helps the customer support representatives to login and respond from a single account. Tickets can be disposed of from the single account and the same will reflect on the other accounts.

Auto Prioritize Tickets

Prioritizing tickets can help customer support representatives understand which ticket requires their attention. The tickets can also be labeled manually and can be tagged as per the priority (High, Medium, Low). Under this, a certain time span can be defined to ensure that all the tickets are resolved under the specified time frame. If the criteria has not been met, then the unresolved tickets can be escalated to the next level.

API Integration

Businesses today need multiple APIs as a lot of customer conversations depend on different platforms. Until integrated, those conversations may never reach their intended designation. Enabling businesses to connect faster with customers through their preferred platform and respond to queries as soon as they arrive is paramount. This is possible with multiple API integration capabilities that enable businesses to start conversing with the customers with a simple Plug ‘N’ Play.

Internal Collaboration

Enable your customer support representatives to do more with a knowledge portal available on the help desk ticketing system that helps convert customers. This centralised knowledge portal can be accessible to the whole team that makes work-related content and information easily available.

Knowledge Base

Tickets always look the same regardless of the communication channel. Respond to chats through different platforms while staying in the same ticket thread. Have all the information available when you need it.

Self Service Portal

Managing a large volume of customer conversations can be time consuming, especially those queries which are commonly asked by the customers. Help desk system enables businesses to provide faster and relevant resolutions ensuring your customers find the immediate solution. It also enables your customers to make decisions on things like scheduling/modifying shipment delivery, addresses, etc. Simultaneously, consumers can go ahead and cancel the order and instantly get notified via ticket.

Round Robin Ticket Assignment

Help desk management system is smart enough to understand that the arriving tickets should not be assigned to the already occupied agents. The round robin feature ensures that tickets are only assigned to those customer support representatives who have marked themselves as available, ensuring faster responses. Round robin can also be configured based on department, priority, agent ticket handling skills etc.

Keyword Based Ticketing

Through an efficient help desk ticketing software, businesses can ensure that arriving tickets or customer queries are prioritized and resolved in the specified time. This happens due to proper keyword tagging that enables the system to understand which ticket requires the most attention. Tickets can be tagged based on department, priority and ticket status to give your customer support representatives complete clarity.

Anyone who deals with customers and their complaints, like contact centers, service centers, and field service representatives, can use helpdesk ticketing system for providing a delightful customer service experience.

The power tools and features contained in the help desk ticketing system support increased productivity and efficiency of agents while providing quick and contextual resolutions to customer inquiries.