Integration options are usually quite diverse, and the choice of helpdesk will depend in part on the availability of integrations that you need on a daily basis.
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There are hundreds of different helpdesk ticketing systems available today, so finding the best one is often easier said than done. Many of these software solutions offer dozens of features, so you need to understand which ones are key to your operation. Here is a quick overview of all the key features you should always look for when choosing helpdesk software for your company.
Universal mailbox
The universal mailbox is probably the most important feature of any ticketing system because it helps uk phone number data unify all customer support channels into one. In other words, it helps you streamline tickets from email, social media, chat, phone, etc. All customer support members will have access to the universal mailbox to view inquiries and manage tickets.
Hybrid ticket flow helps increase your team's productivity by giving agents a way to track all interactions regardless of their source. So if a customer first contacts support via chat but switches to email for a subsequent interaction, your agents will still have access to all interactions in one place.
Another key benefit of the universal mailbox is ticket distribution automation . By setting up your own automation rules for the ticket distribution process, you can avoid having agents spend time prioritizing requests and allow them to focus on solving problems. The flexibility of this feature is also enhanced by the fact that you can set your own time rules , action rules, priorities, assign responsibilities to individual agents and departments .
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