Help Desk Management System

Help Desk software keeps track of all your customer conversations across multiple channels in one place, so your help desk team can support your customers better and faster. A cloud-based help desk software also helps you get a real-time insight about the messages you’re receiving from customers and how your team is performing.


This is the quintessential part of any support software which helps organize customer requests and helps you cut through the clutter. Here’s how:
The support software pulls customer emails from your customer support email address and lists them in a single place online—almost like rerouting emails to a more organized tab.
It allows the help desk executive to answer calls from customers and log them on the cloud, easily.


Define and prioritize your service goals using these essentials, the basic building blocks of all your customer service efforts. Use them to automate several routine tasks and stay on top of your commitments.

  • SLAs (Service Level Agreements) and Contracts help you define your level of commitment to your clients.
  • Priority: assigning a priority helps determine the order in which they should be responded to.
  • A ticket status helps you track how many tickets your team has received, how many are in progress, and how many have been resolved.

Benefits of web application development with us


Quick response and resolution can set your customer service apart from the competition.
That means you can’t afford to lose track of pending tickets or responses. With time-based ticketing system workflows, you can configure the rules to be triggered when a timed event occurs.

For example, agents are notified when a ticket is pending for more than a specified number of hours, or when a response has been left unread for a certain amount of time. Similarly, an email can be sent to supervisors if a ticket remains unassigned for a set period, or when an agent spends more than a certain number of hours resolving it.


Knowledge Base Software for faster answers, fewer tickets, and happier customers.
Repository of articles: not every issue needs an agent’s presence to be answered. By creating a repository of articles and FAQs in the knowledge management system, customers can find their own answers without waiting for an agent.
Submit tickets: when customers require a more elaborate solution, they can submit their tickets from the Help Center, and keep an eye on the ticket status from the same interface.
Help Center reports: monitor and analyze your customers’ self-service patterns and engagement levels with built-in reports, and create your own dashboards just as easily.


Channels are multiple ways in which customers try to contact you for support. A helpdesk brings in questions/messages from all channels to one place to make it easy for the agents. Phone and Email are the traditional channels that are still used widely to provide support.


Running a business goes hand-in-hand with customer interaction. This can be via phone or email.
These interactions, regardless of the channel, need to be treated with extracare and doing so without the right tool might make things more complicated than necessary.

To start with, you need a way to conveniently store and pull up previous customer interactions to maintain context in case the customer comes back with the same, or more questions. Doing so across all the channels that they use to reach out to you helps you build better customer relationships.

  • Organizing customer tickets
  • Customer feedback
  • Self-service portals