The Front desk Answers the questions you keep getting.
SOFTSYNC SERVICE DESK
Every request gets a number and a reply-by time.
Track customer requests as tickets. Each one has an owner, a priority, and a time by which the customer should hear back.
No request slips. Late ones show up at a glance.
- One list.Every ticket in one place.
- A reply-by time.Set by priority.
- Late is visible.Flagged when the time passes.
Start with the work you already do
From request to resolved.
Requests arrive from your web agent, your shared inbox, and your forms, and land in the same list.
Arrive
Chat, email, or form. Same list.
A web chat or a new email becomes a ticket with a number such as TICK-000001. The customer is linked automatically when they are a saved contact.
See the Service Desk tutorialReply due
Know when each customer is waiting.
High priority is due in 4 hours, normal in 24, low in 72. Late tickets are marked so nobody has to hunt for them.
Overview
See what is open, late, and loved.
Charts show requests by priority, replies on time, and how happy customers say they are.
Make it fit your business. Your team decides priority and when a ticket is done. The reply-by time is a clock, not a promise made for you.
A simple way to use it
Life of a ticket.
From the first message to a happy customer, in four steps.
- 01A request arrives from chat, email, or a form
- 02It becomes a ticket with a number and a reply-by time
- 03Your team replies and records the first reply
- 04The ticket closes and you note how happy the customer was
Questions, answered
A few things people ask before they start.
The basics of tickets, reply-by times, and who does what.
Where do tickets come from?
From a shared mailbox such as support@, from a web agent when it cannot answer, from forms, or by hand. Each email conversation becomes one ticket.
How is the reply-by time worked out?
From priority. High is 4 hours, Low is 72 hours, and Normal or no priority is 24 hours, counted from when the ticket was opened.
How is a ticket marked Late?
It shows Late once the reply-by time has passed without a first reply. The check runs about every 15 minutes, so a ticket can turn Late a little after its time.
Does it record my first reply for me?
No. Replying does not fill in the First reply field, so set it yourself after you answer. Until you do, the ticket keeps counting against the clock.
Can I change a ticket's priority?
Yes. Change the priority and the reply-by time updates straight away, still counted from when the ticket was opened.
Does the customer get a ticket number?
When a web agent passes a question to your team, the visitor sees their ticket number, for example TICK-000042.
How do I add the Service Desk?
An admin adds it from Settings, Templates. You can preview what it adds first and choose to include example help articles.
Ready when you are
Give every request a number and a clock.
See customer requests become tickets with a reply-by time.