Unlike other typical ticketing services that are Cloud hosted and cater to a wide range of business verticals with limited scope for customization, IraHelpDesk provides you the flexibility to customize your email support process by integrating with your existing business applications, allows you to add business specific features that can improve the overall efficiency of your customer support process.
With add-on modules like Video KYC, Chat and click to call phone dialing , IraHelpDesk can quickly metamorphosize into a multi-channel, comprehensive customer engagement platform.
Robotasker is a powerful rule based engine that allows users to automate email distribution and trigger process specific actions on incoming emails. Robotasker improves the efficiency of the ticketing system by at least 50 % resulting in significant cost savings. Users can add new rules using an easy to use web based Interface.
Allows users to configure Service Level Agreement rules for each ticket to meet process deadlines. Set automatic reminders to agents when SLAs are not met and alert managers for quicker action.
IraHelpDesk allows creation of a self service web portal allowing customers to access relevant information, log support tickets and follow up for updates on the tickets through the portal. An in-built knowledge base helps to publish various articles/FAQs to help customers in solving the issues on their own.
Allows users to group related tickets by applying tags for easy analysis and faster issue resolution.
Users can share drafted responses to emails within their internal team for expert review and approval process.
|Custom User Fields|
|Custom User Fields||*FR||*FR|
|Full Text Search|
|Full Text Search||✔||✔|
|Complete Audit Trail|
|Complete Audit Trail||✔||✔||✔|
|Penetration testing compliant|
|Penetration testing compliant||✔||✔||✔|
|Auto Skill based assignment|
|Auto Skill based assignment||✔||✔|
|Auto Agent assignment|
|Auto Agent assignment||✔||✔|
|Auto preset response|
|Auto preset response||✔||✔|
|Auto ticket status/priority change|
|Auto ticket status/priority change||✔||✔|
|Define SLA policy|
|Define SLA policy||✔||✔|
|Define actions to take on SLA breach|
|Define actions to take on SLA breach||✔||✔|
|Access from any device|
|Access from any device||✔||✔||✔|
*FR - Future Release