Helpinbox Features

Track, Prioritize & Close
Inquiry Tickets Easily

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• Multi-Channel/Supported Channels

  Multi-Channel/Supported Channels

  • Email
    • Support Mailbox
    • Reply-to address
    • Automatic ticket assignment
    • Agent’s name as sender
    • Multiple Mailboxes
    • Email notifications
    • Dynamic email notifications
    • Email to Kbase
  • Live chat
    • Add chat widget on website page or application
    • Add chat as link
    • Customizing widget appearance and text
    • Using live chat effectively (for admins )
    • Set Chat Availibillity
    • Chat only with logged in support portal users
    • Maximum number of chats agents can handle simultaneosly
    • Pre-chat forms
    • Route chat to groups
    • Missed chat forms
    • Chat shorthands
    • Proactive live chat for visitors
    • View new and returning visitors
    • Agent availibility
    • Live chat for Agents
    • Agents can indicate their availibility
    • Agent to Agent chat
    • Recent chats
    • Visitor details and editing capability
    • Transfer chat to other agents
    • Block visitors
    • Chat History
    • Converting chats to tickets
    • Login API to prepopulate data
    • Live chat summary report
  • Twitter
    • Integrate multiple Twitter accounts/handles
    • Manage visibility for each account/handle
    • Convert tweets to tickets automatically
    • Tweet from the helpdesk
    • Reply from the handle of your choice directly from the helpdesk
  • Facebook
    • Associate multiple Facebook Pages with your helpdesk
    • Import visitor posts/comments as tickets (Enabled by default)
    • Keyword rules to import visitor comments as tickets (Enabled by default)
    • Import company posts as tickets (Disabled by default)
    • Link a Page to a specific product
    • Import albums/photos as tickets
    • Post general replies on visitor posts/comments
    • Reply to individual comments
    • Split individual comments as separate tickets
  • Knowledge base
    • Solution Articles Analytics
    • Who Liked/Disliked (of logged in users)
    • Auto Suggest Solutions while customer creates ticket for ticket deflection
    • Reset No. of likes/Dislikes when revamping solution articles
    • Email to Kbase capability (Kbase Draft)
  • Website/ticket forms
    • Feedback widget

• Ticketing Features

  Ticketing Features

  • Reply to tickets
  • Add private notes
  • Add public notes
  • Watch tickets
  • Set status
  • Set priority
  • Set type
  • Edit tickets
  • Delete tickets
  • View requester info
  • Filter tickets
  • Perform bulk actions
  • Tag tickets
  • Insert canned responses
  • Execute scenarios
  • Agent Collision Detection
  • Public ticket URL
  • Ticket activity log

• Automation Features

  Automation Features

  • Ticket dispatch
  • Time-triggered automation
  • Event-triggered automation
  • Scenario automation
  • Automatic email notification
  • Canned response
  • Automatic ticket assignment within group

• Helpdesk Management Features

  Helpdesk Management Features

  • Service Level Agreement (SLA)
  • Mutiple SLA Policies
  • SLA Reminder
  • SLA Violation Escalation
  • Business hours
  • Multiple Business hours
  • Supervisor dashboard

• Agent Management Features

  Agent Management Features

  • Agent groups
  • Agent roles
  • Custom agent roles
  • Agent scope
  • Agent signature
  • Agent reply template

• Customer Management Features

  Customer Management Features

  • Create contacts
  • Create companies
  • Contact and company forms
  • Satisfaction Surveys

• Reporting Features

  Reporting Features

  • Agent and group performance
  • Vital metrics based on properties
  • Drill down into tickets
  • Performance distribution
  • Ticket volume trend
  • Customer analysis
  • Data export
  • Scheduling reports

• Security Features

  Security Features

  • SSO
  • SSO with SAML
  • Domain whitelisting
  • Custom email servers
  • SSL
  • Password policy for agents and customers