Desk360 Features
What are the features of Desk360?
Platform
- User, Role, and Access Management
- Reporting
- Dashboards
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- Automated Response
- SLA Management
- Attachments/Screencasts
- Ticket Collaboration
- Customer/Contact Database
Communication Channels
- Customer Portal
- Email to Case
- Live Chat Support
- Social Media Integration
Top Rated Desk360 Alternatives
(407)
4.4 out of 5
Visit Website
Sponsored
Desk360 Categories on G2
Filter for Features
Platform
Mobile User Support | Allows software to be easily used on multiple mobile devices include phone and tablet devices. This feature was mentioned in 20 Desk360 reviews. | 74% (Based on 20 reviews) | |
Customization | Allows users to customize chat colors, text, logos, and branding. This feature was mentioned in 20 Desk360 reviews. | 73% (Based on 20 reviews) | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. 22 reviewers of Desk360 have provided feedback on this feature. | 80% (Based on 22 reviews) | |
Integration | As reported in 20 Desk360 reviews. Integrates with other customer service software to improve support and enhance functionality | 84% (Based on 20 reviews) | |
Reporting | As reported in 20 Desk360 reviews. Provides analytics tools that reveal important business metrics and track progress | 81% (Based on 20 reviews) | |
Dashboards | Based on 22 Desk360 reviews. Displays important metrics relating to performance | 82% (Based on 22 reviews) |
Ticket and Case Management
Ticket Creation User Experience | User Experience of creating and submitting a ticket 26 reviewers of Desk360 have provided feedback on this feature. | 81% (Based on 26 reviews) | |
Ticket Response User Experience | User Experience of responding and receiving a response This feature was mentioned in 25 Desk360 reviews. | 83% (Based on 25 reviews) | |
Workflow | Route tickets based on values of fields, changes to ticket status and time based conditions This feature was mentioned in 25 Desk360 reviews. | 80% (Based on 25 reviews) | |
Automated Response | Based on 25 Desk360 reviews. Respond to common requests with standard reply | 83% (Based on 25 reviews) | |
SLA Management | See feature definition | Based on 22 Desk360 reviews. Offers tools for managing and tracking service-level agreements (SLAs) | 80% (Based on 22 reviews) |
Attachments/Screencasts | Documents and files can be attached to the ticket to communicate with customer issues/resolutions This feature was mentioned in 24 Desk360 reviews. | 83% (Based on 24 reviews) | |
Ticket Collaboration | Share and collaborate on tickets with multiple customer service representatives 22 reviewers of Desk360 have provided feedback on this feature. | 80% (Based on 22 reviews) | |
Customer/Contact Database | Central repository for account and contact information This feature was mentioned in 23 Desk360 reviews. | 87% (Based on 23 reviews) |
Communication Channels
Customer Portal | Based on 30 Desk360 reviews. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | 79% (Based on 30 reviews) | |
Email to Case | Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket 26 reviewers of Desk360 have provided feedback on this feature. | 84% (Based on 26 reviews) | |
Live Chat Support | Based on 27 Desk360 reviews. Ability for customer service agents to communicate with customers via live chat to solve problems live | 80% (Based on 27 reviews) | |
Social Media Integration | Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks This feature was mentioned in 24 Desk360 reviews. | 83% (Based on 24 reviews) |
