The Focus Desk Ticket Handling System – Helpdesk Software in the cloud

Log and handle customer tickets with this multi-channel helpdesk platform
Improve and streamline customer service.

Our Customers

Check out the capabilities of the Focus Desk platform

Communication

Integrate all communication channels: chat, SMS, e-mail, phone, www;
Actively queue tickets across all channels;
Manage customer and partner relationships;
Log all interactions in contact history.

Ticket Management

Create, edit, combine, and delete tickets;
Track ticket creation, changes, and closing;
Export ticket lists with full information;
Assign tickets to agents;
Filter lists by status, type, priority, date, changes, and more;
Use quick response templates;
Define type, status, and priority libraries;
Set ticket origins;
Define supervisor and agent rights;
Save tickets and their history in the miniCRM.

Ticket Handling

Add private notes to tickets;
Send public replies to customers;
Assign tickets to records;
Send attachments in e-mail replies;
Track agent ticket handling times;
Add CC and BCC recipients in ticket e-mails;
Review full ticket history;
See the full ticket list and accept selected tickets;
Set recalls on the ticket;
View the full recall calendar;
Access the knowledge database;
Save money with Lite accounts featuring full ticket handling capability and internal communication options.

Monitoring and Reporting

Export ticket lists;
Analyze ticket statistics – by status, day, month, and year;
Get ticket numbers in real time;
Receive deadline alerts;
Receive SLA alerts;
Generate ticket handling reports by agent;
Export statistics and lists to .XLSX files.

SLA

Define as many SLA groups and levels as you need;
Assign selected SLA groups to campaigns and records;
Assign SLA levels from preset groups;
Customize ticket response and closing times for all SLA levels;
Monitor ticket response and closing times;
Automatically flag tickets with imminent or missed SLA deadlines;
Set escalation scenarios in case of imminent or missed SLA deadlines.

Helpdesk Automation

Create tickets from received e-mails or text messages;
Send confirmation and status messages according to predefined templates;
Add new messages to existing tickets with ticket identifiers.

Benefits

Handle multiple tickets with the same customer simultaneously;
Get full knowledge about open and closed customer tickets;
Communicate across all channels in one ticket;
Accept and handle all tickets – get system alerts about upcoming deadlines;
Log all interactions in the system – immediately see who, when, and why contacted you about the ticket;
Add private internal notes to tickets;
Generate detailed agent reports;
Streamline your customer service;
Automatically add all customer messages to tickets;
Detect agent collisions;
Send HTML e-mails;
Review ticket status with missed SLA flags;
Support your agents with predefined message templates;
Search tickets quickly by tags or configurable types.