SherpaDesk

Alerts (Escalation)

The Alerts (Escalation) feature notifies relevant team members when an incident requires urgent attention or has surpassed its SLA parameters. These timely alerts help ensure that critical issues are addressed promptly, minimizing potential impact on customers or operations while maintaining accountability within the support team.

Automated Routing

Automated Routing directs incoming tickets to the most suitable team member based on predefined criteria such as expertise or workload. This streamlines the assignment process, ensuring that issues are handled by the right personnel without unnecessary delays. As a result, organizations can improve response times and enhance overall service efficiency.

Contract (SLA Management)

The Contract (SLA Management) feature enables organizations to define Service Level Agreements (SLAs) tailored to their clients’ needs. By setting clear expectations regarding response times and service quality, teams can prioritize tasks accordingly. This helps ensure compliance with contractual obligations while maintaining customer satisfaction through transparent service commitments.

Customizable Branding

SherpaDesk’s Customizable Branding feature allows organizations to personalize the platform's appearance with their logos, color schemes, and other brand elements. This not only enhances brand visibility but also creates a cohesive experience for users interacting with the service desk. Custom branding fosters trust and professionalism, reinforcing the organization’s identity.

Document Storage

The Document Storage feature provides a secure repository for all relevant documents related to incidents, projects, or client interactions. Users can easily upload, access, and share documents within the platform, ensuring that all team members have the information they need at their fingertips. This reduces the risk of miscommunication and ensures that everyone is aligned with the latest updates and resources.

Incident Management

SherpaDesk’s Incident Management feature allows organizations to effectively track and resolve issues reported by users. By logging incidents in a centralized system, teams can prioritize and assign them to the appropriate personnel based on urgency and expertise. This organized approach minimizes downtime and ensures timely resolution, ultimately enhancing customer satisfaction and operational efficiency.

Knowledge Base

SherpaDesk includes a comprehensive Knowledge Base that serves as a self-service resource for users seeking answers to common questions or issues. This feature reduces the volume of support tickets by empowering users to find information independently, saving time for both customers and support staff while improving overall service delivery.

Known Issue Management

The Known Issue Management feature allows teams to maintain a database of recurring problems that have established solutions. By documenting these issues along with their resolutions, staff can quickly reference solutions for similar future incidents, thereby reducing resolution times and enhancing overall efficiency in problem-solving.

Live Chat

SherpaDesk's Live Chat feature facilitates real-time communication between support staff and users seeking immediate assistance. This instant messaging capability enhances customer engagement by providing quick answers to inquiries or issues, ultimately resulting in improved satisfaction levels as users receive timely support.

Recurring (Subscription Billing)

The Recurring

Self Service Portal

The Self Service Portal provides users with access to resources such as FAQs, troubleshooting guides, and ticket submission forms without needing direct support interaction. This empowers users to resolve minor issues independently while freeing up support staff to focus on more complex requests, leading to enhanced operational efficiency.

Social Media Integration

With Social Media Integration, SherpaDesk enables businesses to monitor and respond to customer inquiries and issues raised on social media platforms. This feature helps in capturing a wider range of customer interactions, allowing teams to address concerns in real time and maintain a positive brand image. By consolidating communications from various channels, it streamlines engagement and improves customer service responsiveness.

Surveys & Feedback

With Surveys & Feedback functionality, SherpaDesk empowers organizations to gather insights directly from users after an incident has been resolved. This feature facilitates continuous improvement by capturing user satisfaction levels and identifying areas for enhancement. By acting on feedback, businesses can refine their processes and better meet customer expectations.

Ticket Management

The Ticket Management feature simplifies the process of tracking user requests and incidents through a structured ticketing system. Each ticket can be categorized, prioritized, and assigned to specific team members for resolution. This organized approach ensures that no request is overlooked, improving response times and service quality while providing clear visibility into ongoing issues.