Discussions Digital Customer Service Platforms

We have account managers and they receive a lot of support requests through their personal email, so we want to better track those interactions through the help desk.

I think upper question is understandable, so no other description.

I have not been able to find a way to include my inventory items with Zoho.

My company signed up with Freshdesk on what Freshdesk "promised" to offer and advertised to offer. However, once you sign-up, what you get is very different than what is advertised. Freshdesk advertised Bring Your Own Carrier (BYOC) which would allow you to keep your current phone provider and... Lire la suite

Helpdesk agent will be able to assign the incident ticket to field support engineer, which he/she can update the cases directly (light agent cannot). Field Engineer require much less function than helpdesk agent, investment will be too high with a normal agent subscription.

If we already have content on a FAQ page on our website, but in a different language, what would be the best way to integrate that into Zendesk Guide (help center)? Is there any really effective alternative to translating and adding each article, one by one?

Sometimes we are out of the office and we need an automated system to answer on our behalf, we need the auto-answer option for such cases.

i.e. when getting an "internal errors - SASO has been contacted" page.

When you your organization first started using it and there after?

How do set acknowledgment or greetings emails when end-user raised tickets?

Maximum CPU time, total number of callouts

ITIL and how

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Not any.

We get spam chats and then the user rates the chat bad. It would be nice to delete these types of ratings as they skew our numbers and they are not a valid "bad" rating.