Ticket routing is a function that automatically assigns tickets to the appropriate agent or team according to specific criteria. This feature ensures that the most qualified agent or team addresses customer inquiries promptly and efficiently.

Ticket Routing

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

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

Creating and saving customized views of tickets is possible through custom ticket views. This tool can be utilized to improve productivity and efficiency by tailoring views to specific needs or workflows. The team can create and share multiple views to further enhance collaboration and productivity.

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 support agents. This, in turn, 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

In a support ticket system, utilizing mailboxes can optimize the support process and guarantee prompt handling of customer inquiries. By automatically generating support tickets from incoming emails, you can ensure that all requests receive prompt attention.

Mailboxes

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

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.

Simplified Way for Managing Tickets

The iOS and Android apps enable your agents to access and manage tickets from anywhere, facilitating quick and efficient customer support regardless of location.

Mobile App

neetoDesk allows you to receive and create support tickets from various sources, such as email, chat(neetoChat), web forms, and within neetoDesk UI. 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.

Support Across Different Channels

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

The Roles and Permissions feature in neetoDesk allows you to assign specific roles and permissions to different users within the ticketing software. This feature provides a way to control and manage the level of access and actions that each user can perform within the system.

Roles And Permissions

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

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

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

The 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

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.

Custom Ticket Fields

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

Allow customers to create ticket from different channels.

Manage your workflow better with multiple mailboxes

Create custom ticket fields to match your workflow.

Custom dashboard views for quicker access to tickets.

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 them and execute automation rules using them.

Manage Approval

Make your support process effective and improve efficiency integrating with other products.

Integrations

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

Build custom roles and permissions to match your workflow.

Roles and Permissions

With iOS and Android apps you can reply to the questions from anywhere at anytime.

Force all your agents to login using google login and make your organization more secure.

Security is furthered strengthened by asking agents to enter OTP every time they login.

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

SSL Encryption

Reply to tickets, get notifications and do more with neetoDesk mobile apps for iOS and Android.

Ticket Routing

How can I set up ticket routing in neetoDesk?

What types of criteria can be used for ticket routing?

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