Helpdesk 365 Features
What are the features of Helpdesk 365?
Incident Management
- Automate Ticket Routing
- Ticket Prioritization
- Ticket Notifications
- Knowledge Base
- Knowledge Base/Ticket Integration
Reporting
- Dashboards
- Time Tracking
- Surveys
Access & Usability
- Mobile
- Self Service
- Active Directory
- Multi-Channel Access
Helpdesk 365 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. | Not enough data | |
Customization | Allows users to customize chat colors, text, logos, and branding. | Not enough data | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | Not enough data | |
Integration | Integrates with other customer service software to improve support and enhance functionality | Not enough data | |
Reporting | Provides analytics tools that reveal important business metrics and track progress | Not enough data | |
Dashboards | Displays important metrics relating to performance | Not enough data |
Ticket and Case Management
Ticket Creation User Experience | User Experience of creating and submitting a ticket | Not enough data | |
Ticket Response User Experience | User Experience of responding and receiving a response | Not enough data | |
Workflow | Route tickets based on values of fields, changes to ticket status and time based conditions | Not enough data | |
Automated Response | Respond to common requests with standard reply | Not enough data | |
SLA Management | See feature definition | Offers tools for managing and tracking service-level agreements (SLAs) | Not enough data |
Attachments/Screencasts | Documents and files can be attached to the ticket to communicate with customer issues/resolutions | Not enough data | |
Ticket Collaboration | Share and collaborate on tickets with multiple customer service representatives | Not enough data | |
Customer/Contact Database | Central repository for account and contact information | Not enough data |
Communication Channels
Customer Portal | Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | Not enough data | |
Email to Case | Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | Not enough data | |
Live Chat Support | Ability for customer service agents to communicate with customers via live chat to solve problems live | Not enough data | |
Social Media Integration | Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | Not enough data | |
Voice | Make and receive calls directly in the application. Track and record calls for analysis. | Not enough data |
Incident Management
Automate Ticket Routing | Routes tickets automatically to the appropriate user. 30 reviewers of Helpdesk 365 have provided feedback on this feature. | 89% (Based on 30 reviews) | |
Ticket Prioritization | Based on 30 Helpdesk 365 reviews. Prioritizes tickets based on factors configured by the user. | 93% (Based on 30 reviews) | |
Ticket Notifications | As reported in 30 Helpdesk 365 reviews. Notifies the IT team when a ticket needs action. | 92% (Based on 30 reviews) | |
Knowledge Base | As reported in 28 Helpdesk 365 reviews. Provides a forum for answers to common questions. | 89% (Based on 28 reviews) | |
Knowledge Base/Ticket Integration | Integrates knowledge base articles into a ticket. This feature was mentioned in 28 Helpdesk 365 reviews. | 90% (Based on 28 reviews) |
Reporting
Dashboards | Based on 29 Helpdesk 365 reviews. Displays important metrics relating to performance. | 91% (Based on 29 reviews) | |
Time Tracking | Tracks time worked on a ticket. 28 reviewers of Helpdesk 365 have provided feedback on this feature. | 86% (Based on 28 reviews) | |
Surveys | Provides surveys to measure employee satisfaction. This feature was mentioned in 28 Helpdesk 365 reviews. | 85% (Based on 28 reviews) |
Access & Usability
Mobile | Based on 28 Helpdesk 365 reviews. Enables access to service desk features via mobile device. | 83% (Based on 28 reviews) | |
Self Service | As reported in 30 Helpdesk 365 reviews. Enables employees to view the status of their tickets. | 90% (Based on 30 reviews) | |
Active Directory | Provides a directory of all users within an organization. 28 reviewers of Helpdesk 365 have provided feedback on this feature. | 91% (Based on 28 reviews) | |
Multi-Channel Access | Enables access to service desk features through multiple channels such as email, phone, or the portal. This feature was mentioned in 27 Helpdesk 365 reviews. | 87% (Based on 27 reviews) |
Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. | Not enough data | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. | Not enough data | |
Community Forums | Enables users to engage with other users to solve common issues. | Not enough data | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices | Not enough data | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences | Not enough data |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | Not enough data | |
Automation | Automates some or all operation related tasks | Not enough data | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences | Not enough data | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | Not enough data |
Administration
Change Management | Tools to track and implement required IT changes in a system. | Not enough data | |
Asset Management | Tools to organize and manage all IT assets within an organization. | Not enough data | |
Reports & Analytics | A means to view and analyze a large amount of data in order to gain business insights. | Not enough data |
Service Desk
Help Desk | A place for users to submit tickets when they require IT help. | Not enough data | |
Incident Reports | Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur. | Not enough data | |
Process Workflow | The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met. | Not enough data |
Functionality
Ticketing System | Provides a service desk for users to submit tickets for IT-related issues. | Not enough data | |
Performance Logging | Tracks action-by-action asset performance with machine- or human-readable logs. | Not enough data | |
Alerting | Creates alerts when tracked assets encounter errors or performance issues. | Not enough data | |
Automation | Automates repetitive tasks associated with IT service operations and maintenance. | Not enough data |
Management
Reporting | Provides graphics, dashboards, and general reporting around IT service, assets, and incidents. | Not enough data | |
Administration Console | Provides administrative tools for routine maintenance, upkeep, and tracking. | Not enough data | |
Access Management | Gives administrators control over user privileges and accessibility for IT assets. | Not enough data | |
Asset Management | Gives administrators control over hardware and software resource allocation and tracking. | Not enough data | |
Policy Dictation | Controls policies and configurations across business applications and hardware. | Not enough data |
