Wolken Service Desk Features
What are the features of Wolken Service Desk?
Incident Management
- Automate Ticket Routing
- Ticket Prioritization
Reporting
- Dashboards
- Surveys
Wolken Service Desk 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. 10 reviewers of Wolken Service Desk have provided feedback on this feature. | 92% (Based on 10 reviews) | |
Ticket Prioritization | Based on 10 Wolken Service Desk reviews. Prioritizes tickets based on factors configured by the user. | 97% (Based on 10 reviews) | |
Ticket Notifications | Notifies the IT team when a ticket needs action. | Not enough data | |
Knowledge Base | Provides a forum for answers to common questions. | Not enough data | |
Knowledge Base/Ticket Integration | Integrates knowledge base articles into a ticket. | Not enough data |
Reporting
Dashboards | Displays important metrics relating to performance. This feature was mentioned in 10 Wolken Service Desk reviews. | 90% (Based on 10 reviews) | |
Time Tracking | Tracks time worked on a ticket. | Not enough data | |
Surveys | Provides surveys to measure employee satisfaction. 10 reviewers of Wolken Service Desk have provided feedback on this feature. | 92% (Based on 10 reviews) |
Access & Usability
Mobile | Enables access to service desk features via mobile device. | Not enough data | |
Self Service | Enables employees to view the status of their tickets. | Not enough data | |
Active Directory | Provides a directory of all users within an organization. | Not enough data | |
Multi-Channel Access | Enables access to service desk features through multiple channels such as email, phone, or the portal. | Not enough data |
