Helpdesk

The Smart Way to Handle Customer Queries

Give your support team the power to exceed customer expectations with SalesTown Helpdesk. Our tools and features are designed for outstanding performance.

Meet your customers where they are by offering support through their preferred channels.

Email

Website Form

Live Chat

Must-Have Tools to Power Up Your Communication

Craft Your Ideal Support Journey with Custom Pipelines

Organize your tickets efficiently with customizable pipelines tailored to your specific workflows.
Assign tasks to team members and monitor their progress to ensure timely resolutions.
Gain a deeper understanding of your customers including the contact information, priority, and assigned agent..
Easily track ticket progress, assign tasks to team members, and prioritize issues to ensure timely resolutions.
Leverage advanced filtering options to quickly find and manage tickets based on various criteria (e.g., status, priority, assignee).
When you add a ticket under a customer’s name, it automatically reflects in your CRM contacts, helping you identify which customer or lead generated the ticket.

Empower Your Customers with Self-Service

Organize your Knowledge Base into intuitive categories, such as “General,” “Getting started with us,” “Orders and refunds,” “FAQ,” and “Gift and Coupons.”
Easily add, edit, and manage articles within each category to ensure your knowledge base is up-to-date and relevant.
Generate a shareable link to your Knowledge Base that can be embedded directly on your website or shared with customers.
Provide your customers with a self-service portal where they can access the relevant information they need, reducing the burden on your support team.
Tailor the Knowledge Base interface to match the branding and visual identity of your organization.
Incorporate your company’s logo, colors, and messaging to provide a cohesive and branded experience for your customers.

Tailor Your Helpdesk to Your Brand and Preferences

Customize the appearance of your helpdesk portal to match your brand identity.
Create custom fields to capture specific information relevant to your business.
Provide a branded experience that reflects your company’s values and professionalism.

Connect your Gmail account to your helpdesk for a unified inbox.
Customize and create your own email templates also Define the trigger conditions.
Set specific response timeframes for tickets based on their priority level.
Ensure that urgent tickets are addressed promptly, while lower-priority tickets can have longer response times.
Use overdue settings to enforce SLAs with your customers.

Boost Efficiency with Collaborative Problem-Solving

Empower agents with collaboration tools to help them engage with the right experts from cross-functional teams and provide faster, more consistent service on complex inquiries.
Enable sales representatives to contribute their insights directly within tickets, ensuring a holistic approach to customer support.
Facilitate seamless communication between support agents and sales teams through internal notes

Gain Deep Insights with Advanced Analytics

Get an at-a-glance view of crucial metrics such as Ticket Added, Unresolved, Overdue, Due Ticket, Open, and Closed tickets.
Monitor response times with Average, Maximum, and Minimum Response Time indicators.
Multi-dimensional Ticket Analysis across various parameters:
Filter reports by individual users or view data for all users to assess team and individual performance.
Track key performance indicators to identify areas for improvement in your support process.