Deskero

Alerts (Escalation)

In Deskero, Alerts (Escalation) are automated notifications designed to ensure that critical or overdue tickets receive immediate attention. When a support request surpasses a defined priority level or exceeds the agreed resolution time, Deskero triggers an escalation alert to notify senior agents or managers. This proactive approach guarantees that urgent issues are prioritized, helping teams meet SLAs, reduce response delays, and improve overall customer satisfaction through timely intervention.

Automated Routing

Automated Routing in Deskero is a sophisticated feature that directs incoming customer inquiries to the most appropriate support agents or teams based on predefined criteria such as ticket type, issue category, or customer priority. This automation streamlines workflows by reducing manual ticket assignment, minimizing human error, and ensuring that issues are handled by experts best suited to resolve them efficiently. Deskero’s automated routing optimizes response times and enhances agent productivity.

Contract (SLA Management)

Deskero’s Contract (SLA Management) feature empowers organizations to create, monitor, and enforce Service Level Agreements, ensuring that support commitments are met consistently. It allows the definition of response and resolution timeframes based on customer contracts or ticket priorities. Deskero automatically tracks SLA compliance, sends alerts for potential breaches, and escalates tickets as necessary. This facilitates transparency and accountability, helping organizations maintain high service standards and customer trust.

Customizable Branding

Customizable Branding in Deskero allows companies to personalize the entire support interface, including customer portals, emails, and dashboards, to reflect their unique brand identity. By customizing logos, colors, fonts, and layout, organizations can deliver a consistent, professional brand experience throughout customer interactions. Deskero’s branding flexibility enhances customer trust and loyalty by creating a seamless visual connection between support services and the broader company identity.

Document Storage

Document Storage in Deskero offers a centralized and secure location to store important support-related files such as manuals, contracts, and troubleshooting guides. This feature ensures that both agents and customers can easily access relevant documentation during the support process, streamlining communication and issue resolution. Deskero supports version control and categorization, helping maintain organized and up-to-date resources that enhance team collaboration and improve the overall efficiency of the support operation.

Incident Management

Incident Management in Deskero facilitates the organized handling of unplanned disruptions or service interruptions affecting customers. Support teams can log incidents, categorize them by severity, assign responsible personnel, and track resolution progress within the platform. Deskero’s incident management tools enable clear communication with affected users, providing status updates and estimated resolution times. This systematic approach helps minimize downtime, supports root cause analysis, and improves service reliability over time.

Knowledge Base

The Knowledge Base feature in Deskero acts as a comprehensive and searchable repository of self-help articles, tutorials, and FAQs designed to empower customers and agents alike. By providing immediate access to detailed, up-to-date information, the knowledge base reduces the number of support tickets and accelerates problem resolution. Deskero allows easy content creation, categorization, and continuous updates, ensuring that users have reliable resources to solve common issues independently, enhancing overall customer satisfaction.

Known Issue Management

Known Issue Management in Deskero allows support teams to identify, document, and communicate recurring problems that affect multiple users. Once a known issue is recorded, it can be linked to related tickets, ensuring that agents and customers receive consistent updates and suggested workarounds. This transparent communication helps reduce repetitive tickets and user frustration. Deskero’s approach to managing known issues enhances operational efficiency and provides a clear pathway for resolving widespread concerns effectively.

Live Chat

Live Chat in Deskero offers real-time, direct communication between customers and support agents, allowing immediate assistance and faster issue resolution. Integrated within the help desk environment, this feature supports multiple concurrent conversations, enabling agents to provide personalized support while accessing customer history and contextual data. Deskero’s live chat boosts customer satisfaction by reducing response times and facilitating instant, interactive problem-solving within a seamless and user-friendly interface.

Macros (Templated Responses)

Macros, or Templated Responses, in Deskero help support agents respond quickly and consistently to frequent customer inquiries by using prewritten message templates. These macros save time, ensure message accuracy, and maintain a professional tone across all communications. Agents can customize macros with dynamic fields to personalize replies, enhancing efficiency without sacrificing the quality of customer interactions. Deskero’s templated responses support faster ticket resolution and a more standardized service experience.

Multi-Channel Communication

Multi-Channel Communication in Deskero consolidates support requests from various platforms—such as email, social media, live chat, and web forms—into a single unified interface. This integration enables agents to manage all interactions cohesively, regardless of the communication channel customers use. Deskero maintains full conversation histories and context across channels, allowing agents to deliver consistent, informed, and timely responses. This multi-channel capability improves accessibility and enriches the customer support experience.

Self Service Portal

Deskero’s Self Service Portal provides customers with a dedicated online space to access the knowledge base, submit new support tickets, and track the status of existing requests independently. Designed for ease of use and availability 24/7, the portal encourages users to find answers quickly without needing direct agent assistance, which reduces the overall ticket volume. Customizable and branded, Deskero’s portal enhances customer empowerment and streamlines support operations by promoting self-help and transparency.

Social Media Integration

Social Media Integration in Deskero connects popular social networks like Facebook and Twitter directly with the help desk system, automatically transforming customer posts, comments, and messages into actionable tickets. This allows support teams to efficiently manage public and private inquiries from social channels within the same platform they use for email and chat. Deskero ensures no customer message is missed, enabling timely responses and maintaining a consistent brand presence across social media platforms.

Surveys & Feedback

Surveys & Feedback in Deskero provide tools to capture customer opinions and satisfaction levels after each support interaction. Organizations can deploy customizable surveys to measure agent performance, service quality, and overall experience. Deskero compiles responses into insightful reports, enabling continuous service improvement based on real customer data. This feedback loop strengthens customer relationships and empowers support teams to refine their approach in alignment with user expectations.

Ticket Management

Ticket Management is the core feature of Deskero, designed to capture, track, and resolve customer support requests systematically. The platform organizes tickets with categorization, prioritization, assignment, and status tracking, ensuring efficient workflow management. Deskero supports automation for routine tasks, collaboration between agents, and provides detailed reporting to monitor performance. This comprehensive ticketing system guarantees that every inquiry is handled with transparency, accountability, and timeliness, resulting in a superior customer service experience.