ProProfs Help Desk Software is a customer service tool that enables customer support teams of your organization to track user issues and requests. Only then can they effectively resolve customer-care-related issues. This feature-rich issue tracking software allows online businesses to track all customer issues, queries, requests, and bugs.
When you can track customer issues, you see who is working on what. Your business can even identify solution delays. You don’t miss on customer tickets when you use filters to sort by labels, priorities, assignees, milestones, and status.
The best part about ProProfs Help Desk is its shared inbox feature. With ProProfs Help Desk, your agents can manage all customer-facing inboxes, such as sales@, help@, support@, contact@, and billing@. When an agent has access to customer emails, it becomes easy for them to reassign the message to the right person. Shared inbox makes it possible to gather internal feedback with in-line, internal comments. Agents can also collaborate well with teams. This collaboration leads to faster ticket resolution.
Why business should opt for the helpdesk software is because it helps you to offer timely responses to your customers through child ticket generation. Child tickets allow you to collaborate and track internal subtasks. Customer success managers (CSMs) can better organize agents into teams than before. ProProfs Help Desk makes it easy to manage permissions, task assignments, and roles. Managers also have the freedom to set up their workflow rules around service level agreements (SLAs), filters, and priorities.