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.

SLA Reminders & Escalations

Ensure timely responses with SLA reminders and escalations.

NeetoDesk allows you to improve your workflow and save time by applying actions such as merging       tickets, changing agents, updating statuses, reporting spam, or moving tickets to trash to multiple       tickets simultaneously. Additionally, it allows you to add tickets to neetoPlanner for managing       your ticket queue and improving in handling customer inquiries.

Bulk action on tickets

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

Collision detection feature in NeetoDesk alerts agents when someone else is already       responding to a specific customer ticket. When multiple agents start working on the same       ticket simultaneously, there's a risk of conflicting responses or actions. The collision       detection feature solves this problem by alerting agents when someone else is already engaged       with a particular ticket or responded to a ticket.

Collision Detection

NeetoDesk Tasks List feature simplifies task management for tickets. You can create custom tasks       for each ticket, track progress, and streamline workflow. Importing task lists and tracking task       activities make handling repetitive tasks across multiple tickets easy. It's like having a to-do list,       ensuring nothing gets missed.

Create Tasks List

Custom roles feature helps businesses to create specific and tailored support roles that       align with their unique organizational structure and customer interactions. With this feature,       you can design roles with precise permissions and responsibilities, allowing you to customize       the support experience according to your team's workflow and customer engagement strategy.

Custom Roles & Permissions

Custom Ticket Fields feature in NeetoDesk empowers businesses to gather specific and relevant       information from customers when they submit support tickets. This customization ensures that       support teams receive all necessary details upfront, enabling more efficient and accurate       issue resolution.

Custom Ticket Fields

Custom View feature in NeetoDesk empowers support teams to create personalized ticket views       that align with their unique workflow and priorities. By customizing views, agents can quickly       access the tickets most relevant to them, enhancing efficiency and providing a seamless       support experience.

Custom Views

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.

Customer Satisfaction Rating

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

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 agents. It saves time and increases customer       satisfaction. NeetoKB, available in the suite of NeetoProducts, can be used to create these       articles.

Knowledge Base Articles

Multiple Mailboxes feature in NeetoDesk empowers businesses to handle customer inquiries       from various email addresses within a single unified platform. It is beneficial for       organizations that manage multiple brands, departments, or product lines, each with its       distinct email address.

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.

Manage Approvals

NeetoDesk allows you to merge different tickets into one ticket for quick action and reducing       repetitive tasks. With this feature, you can consolidate tickets of related inquires, or tickets       from same customers to expedite the resolution process and improve the workflow.

Merge Tickets

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

NeetoDesk's Reports and Analytics enable performance measurement through metrics on tickets,       agent performance, group performance, and customer satisfaction. This feature facilitates you       to monitor and identify pain points to improve and achieve timely resolution of customer issues.

Report and Analytics

Business hours feature in NeetoDesk is designed to streamline customer support availability       and communication. With this feature, businesses can define specific operating hours during       which they are available to respond to customer inquiries. This ensures that customer       expectations are managed effectively, and support teams are aligned with the company's       operational schedule.

Set Business Hours

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

Ticket Tags feature in NeetoDesk empowers support teams to categorize and label tickets       using customizable tags, enabling efficient organization, quick identification, and streamlined       tracking of customer inquiries. Tags can be customized to match your business's specific       support needs, providing a tailored categorization system.

Ticket tags

NeetoDesk's Web Forms allows you to ease ticket submissions and gather essential customer information.       With this feature, you can build customizable forms as per your support needs, utilizing ticket fields,       including custom ones, to capture precise details for timely issue resolution.

Web Forms

Add custom fields to tickets to capture additional information.

Custom ticket fields

Save and use predefined responses for common customer inquiries.

Canned responses

Create personalized ticket views to suit different workflows.

Custom views

Add internal notes to tickets visible only to your team.

Private notes

Organize tickets using tags for better tracking and filtering.

Apply actions to multiple tickets simultaneously for efficiency.

Tag customers for better segmentation and tracking.

Customer tags

Automatically distribute tickets evenly to agents in a rotating order.

Round Robin ticket routing

Balance ticket distribution based on agent workload for fairness.

Load Balance ticket routing

Track and view all actions and changes made to tickets.

Ticket activity log

Combine related tickets into one to avoid redundancy and simplify resolution.

Merge tickets

Set up approval workflows for certain ticket actions.

Manage approvals

Define your business hours to align with SLA rules and availability.

Set business hours

Organize tasks related to each ticket for better task management.

Create tasks list

Collect customer feedback to measure satisfaction and improve service.

Customer satisfaction rating

SLA reminders & escalations

Automatic alerts for ticket updates and activity on youe email.

Email notifications

Create and manage API keys to connect with third-party tools and integrations.

Manage API keys

Prevent duplicate responses by notifying agents if a ticket is already being worked on.

Collision detection

Manage multiple email inboxes for better organization.

Organize tickets by customer companies for better ticket tracking and support.

Add company details

Create and manage web forms for capturing customer inquiries.

Web forms

Assign agents to groups to handle specific types of tickets or tasks.

Groups

Access detailed reports to track team performance and ticket trends.

Report and analytics

Speed up ticket management with customizable keyboard shortcuts.

Keyboard shortcuts

Create self-service articles to help customers resolve issues independently.

Knowledge base articles

Set permissions and roles to control team members' access levels.

Custom roles and permissions

From simplifying ticket management to automating workflows  NeetoDesk has everything that       you can expect plus way more!

NeetoDesk Features

Ready to elevate your customer support?

NeetoDesk, a Zendesk/Freshdesk alternative, is a helpdesk solution that       simplifies customer support with customizable ticket fields, automation,       intelligent routing, SLA management and also integrating with tools like Slack and GitHub.

Ticket to exceptional customer support.

Connect with like-minded people, share experiences, and learn from each other.   Join our vibrant community of Neeto users to network, exchange ideas, and gain insights.

Join our Community Slack

NeetoDesk makes managing customer queries easy and organized. When a customer reaches out,         a "ticket" is automatically created, allowing you to track, prioritize, and assign it to agents         quickly. All tickets are visible in one place, making follow-ups and timely resolutions simple.

Manage customer queries with NeetoDesk.

Automation rules in NeetoDesk help you perform pre-defined actions automatically when certain         events occur. These rules can automate various tasks, reducing the workload on support staff         and improve customer response times.

Automate your tasks & reduce workload.

NeetoDesk's Service Level Agreement (SLA) helps you set clear expectation. This feature allows         you to define ticket response and resolution deadlines based on priority and business hours,         ensuring your agents consistently deliver the high-quality service.

Never miss a deadline with Service level agreement.

With customer satisfaction rating, easily gather direct feedback from customers after each         interaction. After resolving a support ticket, a survey is sent to the customer to rate the         quality of the support, giving you accurate insights into your service quality.

Track customer satisfaction.

NeetoDesk's Reports and Analytics enable performance measurement through metrics on tickets,         agent performance, group performance, and customer satisfaction. This feature facilitates you         to monitor and identify pain points to improve and achieve timely resolution of customer issues.

Measure performance with reports and analytics.

Provide support on the go with NeetoDesk mobile app. Respond to tickets, access customer       information, and keep your support team productive wherever you are.

NeetoDesk Mobile App

NeetoDesk app allows you to view and manage all your support tickets at one place. No more         switching between different platforms, everything you need is right at your fingertips. Stay         organized and respond quickly to customer inquiries without missing a beat.

Manage all your tickets with ease.

Easily add and capture important ticket details with just a few taps. Whether it's a new issue         or an update to an existing ticket, you can quickly input relevant information and ensure nothing         is overlooked.

Quickly capture ticket details & more

Deliver timely assistance with real-time push notifications. Get alerts for new tickets, updates,         and customer messages, allowing you to respond immediately. With NeetoDesk, you can provide instant         support to your customers, ensuring their needs are met as quickly as possible.

Provide instant support as mails or notes

Stay connected on the go with NeetoDesk mobile app. Respond to tickets, access customer     information, and keep your support team productive wherever you are.

Ticket Customization

Ticket Management

Integrations

Security & Access Control

Support

NeetoDesk

Zendesk/Freshdesk alternative. Customer support and ticketing.

NeetoDesk is a helpdesk ticketing solution for efficient customer support, streamlining inquiries, providing resolution and enhancing customer satisfaction.

SLA Reminders & Escalations

Can I notify the escalation team in case of an SLA breach?

Is it possible to have multiple notifications and multi-level escalation in case of SLA breach?

Ready to elevate your
customer support?

NeetoDesk

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