SLA, or Service Level Agreement, enables you to establish a ticket response and resolution       deadline based on the ticket's priority and business hours. This feature helps establish       clear customer expectations and ensures that support providers provide the level of service       that customers require. Additionally, it provides a framework for measuring and enhancing       the quality of support services. In neetoDesk, you can configure the first, next, and       resolution time, send notifications, and escalate tickets based on priority.

Service Level Agreement

Set deadlines for ticket response and resolution based on different business hours or       categories.

Automation Rules feature in neetoDesk empowers businesses to automate routine tasks and       streamline workflows by defining custom rules that automatically trigger actions based on       specific conditions. This feature enables support teams to optimize their processes, improve       response times, and enhance overall customer satisfaction.

Automation Rules

Business hours feature in neetoDesk is designed to streamline customer support availability       and communication. With this feature, businesses can define specific operating hours during       which they are available to respond to customer inquiries. This ensures that customer       expectations are managed effectively, and support teams are aligned with the company's       operational schedule.

Business Hours

Canned responses are pre-written responses that allow you to answer common questions       quickly and consistently. neetoDesk takes a step further and helps you store pre-written       responses and actions like adding a tag, notes, changing priority, etc.

Canned Responses

Collision detection feature in neetoDesk alerts agents when someone else is already       responding to a specific customer ticket. When multiple agents start working on the same       ticket simultaneously, there's a risk of conflicting responses or actions. The collision       detection feature solves this problem by alerting agents when someone else is already engaged       with a particular ticket or responded to a ticket.

Collision Detection

Custom roles feature helps businesses to create specific and tailored support roles that       align with their unique organizational structure and customer interactions. With this feature,       you can design roles with precise permissions and responsibilities, allowing you to customize       the support experience according to your team's workflow and customer engagement strategy.

Custom Roles

Custom View feature in neetoDesk empowers support teams to create personalized ticket views       that align with their unique workflow and priorities. By customizing views, agents can quickly       access the tickets most relevant to them, enhancing efficiency and providing a seamless       support experience.

Custom Views

With neetoDesk, users can easily and securely log in to their accounts using Google Login,       eliminating the need to wait for an OTP to access them. This feature is not only convenient       but also ensures the safety and security of the user's account.

Google Sign In

Creating relevant help articles in the knowledge base can reduce incoming tickets and improve       customer support. The articles give customers easy access to information on common issues and       procedures, reducing the need to contact agents. It saves time and increases customer       satisfaction. neetoKB, available in the suite of neetoProducts, can be used to create these       articles.

Knowledge Base Articles

neetoDesk offers keyboard shortcuts, which provide rapid and convenient methods of navigating       and interacting with neeto products using the keyboard instead of the mouse or touchpad.       These shortcuts enhance an agent's efficiency, mainly when working on many tickets.       They save time and minimize errors when working on various support tickets. To display the       keyboard shortcuts, press Shift + ?.

Keyboard Shortcuts

neetoDesk's approvals feature enables the handling of approvals for specific types of       support requests or actions. This feature can benefit organizations where specific support       requests require approval before they can be acted upon, such as refund or software purchase       requests or requests for access to sensitive systems or data. The manage approvals feature       helps to ensure consistent and compliant processing of requests while providing a clear audit       trail of the approval process. This can reduce the risk of errors or unauthorized actions and       provide accountability for approvals.

Approval

Stay connected and responsive with the neetoDesk Mobile App, managing customer support       tickets from anywhere. Get instant notifications for new tickets and updates, collaborate       seamlessly with team members, and perform essential actions such as changing ticket status and       updating priorities directly from the app.

Mobile App

Multiple Mailboxes feature in neetoDesk empowers businesses to handle customer inquiries       from various email addresses within a single unified platform. It is beneficial for       organizations that manage multiple brands, departments, or product lines, each with its       distinct email address.

Multiple Mailboxes

neetoDesk allows you to receive and create support tickets from various sources, such as       email, chat(neetoChat), web forms, and within neetoDesk dashboard. This multi-channel support       enables customers to reach out using their preferred method of communication, and the support       team can respond and track all requests in neetoDesk itself. By offering multiple channels       for ticket creation, you can improve customer satisfaction, increase the volume of support       requests, and ensure that all customer inquiries are addressed promptly.

Omnichannel Support

Agents or support staff can use private notes to attach comments to a ticket that remain       hidden from customers. These notes serve as a tool to document internal communication,       outline troubleshooting steps, or offer further context to other support staff working on       the ticket.

Private Notes

Receiving customer feedback after providing support is crucial for organizations seeking to       improve. Satisfaction ratings allow organizations to gauge how satisfied their customers are       with the support they receive. After resolving a support ticket, a survey is sent to the       customer, asking them to rate the quality of the support they received.

Satisfaction Ratings

SSL encryption in neetoDesk ensures that all communications and data exchanged within the       platform are encrypted from the sender to the recipient.It provides an additional layer of       protection and peace of mind, ensuring that sensitive information stays confidential and       protected from unauthorized access.

SSL-Encryption

Ticket activity log presents a comprehensive history of all the actions performed on a       support ticket. This log assists support teams in tracking the ticket's progress, identifying       potential issues or delays, and ensuring all necessary steps are taken to resolve it.       Additionally, the log helps track customer interactions and documents all communication       with the customer.

Ticket Activity Log

Custom Ticket Fields feature in neetoDesk empowers businesses to gather specific and relevant       information from customers when they submit support tickets. This customization ensures that       support teams receive all necessary details upfront, enabling more efficient and accurate       issue resolution.

Custom Ticket Fields

neetoDesk allows you to organize and manage all customers' tickets in one place. Working       with tickets has been easier with customizable tags, categories, and options to set ticket       status and priority. Additionally, neetoDesk's automated actions ensure you don't waste your       time on monotonous tasks.

Ticket Management

Ticket Routing feature in neetoDesk is designed to intelligently distribute customer tickets       among support agents. This ensures that each ticket is assigned to the most appropriate agent       based on their expertise, workload, and availability. neetoDesk offers two effective routing       options: Round-Robin Ticket Routing and Load-Balance Routing.

Ticket Routing

neetoDesk includes an OTP feature that adds an extra layer of security to the system by       requiring users to enter a unique code every time they log in. This feature can help to       prevent unauthorized access and protect sensitive information, making neetoDesk a more secure       option for organizations that handle sensitive data.

Verify Via OTP

Manage tickets in a hassle free manner and provide timely resolution.

Simplified ticket management

Allow customers to create ticket from different channels.

Manage your workflow better with multiple mailboxes in one centralised platform.

Create custom ticket fields to match your workflow and also personalise your data collection.

Custom dashboard views for quicker access to tickets for efficient handling and prioritise       based on specific criteria.

Answer common questions quickly and in a consistent manner using canned responses.

Record notes about the customer for future references and to serve the customer better.

Tag tickets with keywords and then filter and execute automation rules using them.

Intelligent Ticket Routing

Let customers rate their support experience when a ticket is resolved.

Navigate and manage tickets quickly by using keyboard shortcuts.

Set up automation rules to handle repetitive tasks and define custom workflows.

Automation rules

Increase accountability and ensure customers receives the right resolution using the       approval process.

Manage Approval

Write relevant help articles in Knowledge Base to cut down incoming tickets.

Build custom roles and permissions to match your workflow.

Designated periods during which customer support is available, ensuring timely responses.

Stay connected on the go with mobile app. Respond to tickets and access customer information       anywhere.

Prevents conflicting responses by alerting agents when another is already working on the       same customer ticket.

Smart Collision Detection

Google sign-in offers secure and convenient way to access and manage your tickets.

Secure your account with OTP verification. Enter your unique password sent to your email       for enhanced security.

SSL encryption ensures secure and private communication, protecting sensitive information       from unauthorized access.

SSL Encryption

From simplifying ticket management to automating workflows  neetoDesk has everything that       you can expect plus way more!

Checkout all the features of neetoDesk

Ready to elevate your customer support?

neetoDesk is an helpdesk ticketing solution, provides  customer support operations. Helps       empowering your team with customisable ticket fields, automation rules, intelligent routing,       SLA management and collision detection. Seamlessly integrate with Slack, GitHub, and Linear.       neetoDesk helps elevating customer support experience.

Deliver exceptional customer support with neetoDesk. Simplify ticket management, automate       workflows, and provide timely resolutions to customer inquiries and enhance customer satisfaction.

Ticket to exceptional customer support

Connect with like-minded people, share experiences, and learn from each other.   Join our vibrant community of neeto users to network, exchange ideas, and gain insights.

Join our Community

Explore the full range of neetoDesk features.

Simplify tickets, Amplify support

You can leverage custom ticket fields to collect more information about the incident or         the customer. These additional fields can be added to a support ticket or request form to         capture more specific details from customers.

Customizable Ticket Fields

Automation rules in neetoDesk help you perform pre-defined actions automatically when         certain events occur. These rules can streamline and automate various tasks, reducing the         workload on support staff and improving customer response times.

Automation Rules

neetoDesk intelligently distribute customer tickets among support agents. This ensures         that each ticket is assigned to the most appropriate agent based on their expertise and         workload. neetoDesk offers two effective routing options: Round-Robin routing and         Load-Balance routing.

Intelligent Ticket Routing

Service Level Agreement, enables you to establish a ticket response and resolution         deadline based on the ticket's priority and business hours. This feature helps establish         clear customer expectations and ensures that agents provide the top-tier level of service         that customer requires.

Service Level Agreement (SLA)

neetoDesk's collision detection feature notifies agents when others are already responding         to a ticket in order to prevent duplicated efforts. This ensures smooth coordination, avoids         confusion, and maintains a unified support approach for customers.

Smart Collision Detection

Satisfaction rating allows you to collect direct feedback from customers after interactions,         enabling you to gauge support quality accurately. After resolving a support ticket, a survey         is sent to the customer, asking them to rate the quality of the support.

Customer Satisfaction Rating

Stay connected on the go with neetoDesk mobile app. Respond to tickets, access customer     information, and keep your support team productive wherever you are.

neetoDesk

neetoDesk is a helpdesk ticketing solution for efficient customer support, streamlining       inquiries, providing resolution and enhancing customer satisfaction.

Service Level Agreement

Can I notify the escalation team in case of an SLA breach?

Is it possible to have multiple notifications and multi-level escalation in case of SLA breach?

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customer support?

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