Live Helpdesk 2
posted by Mandeeps.com - 6/26/2018
Mandeeps.com Active Since 4/19/2006
United States
 4.00
(2 total reviews for Mandeeps.com in the last six months.)
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Deliver awesome support to your customers. Manage all conversations in one place.
Module
38254
Live Helpdesk
Deliver awesome support to your customers. Manage all conversations in one place.
Compatible With
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 7.3+ | 8.0+ | 9.0+
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 7.3.4 | 8.0+ | 9.0+
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 7.3.4 | 8.0+ | 9.0+
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 7.3.4 | 8.0+ | 9.0+
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 evoq OnDemand
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 Azure Compatible
Powerful Ticketing
Internal Comments
Agents can communicate internally, take notes, and make suggestions. Internal comments are not visible to customers.
File Attachments
Files can be attached to tickets by customers during initial submission and at anytime thereafter. Agents can also attach files to tickets.
Customer Information
Customer's available contact information is shown in the ticket.
Actions
Quickly view or change ticket's status, priority, category, and asssigned agent.
Ticket Properties
Shows the metadata such as how and when the ticket was reported.
Rich Text Editor
Send well formatted replies to customers with easy to follow hyperlinks.
Form Channel
Customers can use the integrated form to quickly create new tickets.
Adminstrator can configure the form to require show, hide, or require specific fields.
Re-Captcha keeps your help desk queue clean and provides spam protection.
Email Channel
Seamless integration with your Email Mailbox automatically creates new tickets and allows both the agents and customers to simply respond to each other by replying using their favorite email client.
Automatic Detection
Automatically detects replies from customers and updates appropriate ticket. Filters "Out of office" / "Vacation" replies, Bounced Messages, and chained/threaded replies.
Mark as Spam
Issues opened via Email Channel can be quickly marked as spam for immediate deletion; sender’s email address is added to blocked list and all future are ignored. An admin can manually review and remove emails from blocked list.
SMS Channel
Text messages boasts an average open rate of 98% and over 90% of these are read within 3 minutes of the message being received. Make sure you’re reaching your customers on a medium they’re most receptive to.
SMS integration is powered by Twilio and allows your customers to open new tickets by sending a Text Message. Replies by agents are sent via SMS and the end user can continue to engage by simply responding to the latest text message.
Requires a Twilio account that is managed and purchased separately.
HTTP Post Channel
Integrate your legacy system with Live Helpdesk. Create new tickets by using the Http Post integration.
Use our Live Forms module* to create awesome forms and automatically create tickets in Live Helpdesk with collected information.
See Demo
People
Agents
Agents respond to customers, resolve tickets, change priority, and move tickets from one category to another. Simply map to a DNN Security Role for unlimited agents.
Supervisors
Supervisors manage the queue and oversee the agents using built-in reports. Simply map to a DNN Security Role for unlimited supervisors.
Groups
Agents can be organized into different groups so they could focus on one kind of problem, and get to know the solutions and customers better.
Issues
Categories
Unlimited hierarchical categories to organize the tickets by products, departments, locations, or any other choice.
Map categories to groups so notifications for new tickets are only delivered to relevant agents.
Priority
Issues are sorted and displayed based on its priority
Use the default Low/Medium/High or create your own custom priorities such as Standard/Premium.
Collaborators and Users
Although an issue can be assigned to a single agent, it can have many agents working on it as collaborators. Collaborators are notified of any updates to the issue so everyone is on the same page.
Every issue has a single owner or reporter, but additional users can be included so they’re notified of any updates to the issue. This allows you to CC additional stakeholders.
Service LevelAgreement
Define goals (in hours) for each priority. Tickets automatically indicate the time left to responds within Service Level Agreement.
Service Level Agreement goals take precedence over priority sort order.
Activity Log
Complete ticket log tracks all activity including change of status, agent, priority, category, and resolution.
Status & Workflow
Unlimited custom statuses for both resolved and unresolved tickets allows an admin to create custom workflows.
An unresolved issue can be in "Triage", "Unable to reproduce", or "Waiting on fix" state.
resolved issue can be in "Will not fix", "Isolated Incident", or "Hot Fixed" state.
Automation
Canned Responses
Canned Responses are predefined reply templates that can be used to quickly respond. Individual responses can be limited to specific categories.
Automation Rules
Automatically resolve tickets waiting on customer for more than specified days. Limit the number of days after which a user may not re-open a resolved ticket.
Customer Satisfaction
Email Survey
An email survey is sent along notification for every resolved issue, including those that were automatically resolved via automation or by the customer. A simple 5 star metric allows your customers to quickly respond with the overall satisfaction.
Rating & Feedback
Customers could provide optional feedback that is logged for reporting and sent to the assigned agent for immediate introspection.
Notifications
Email Notifications
DNN Helpdesk can be configured to use DNN Host Settings or you can specify your own SMTP Server to send out email notifications. Over 20 notifications can be configured per your requirement.
Email Templates
Modern and responsive email templates are included and can be customized to match your brand identity.
SMS Notifications
Helpdesk can be configured to send out Text Message notifications. Multiple notifications can be configured as per your requirement.
Requires a Twilio account that is managed and purchased separately.
SMS Template
Concise templates are included and can be customized to match your needs.
Reports
Team Workload
This report allows you to see number of issues assigned to each agent.
Created V/s Resolved
This report allows you to see number of issues created vs. resolved over time.
Customer Satisfaction
Reports customer’s rating and feedback between a given date range.
INTEGRATION
Live Knowledgebase
Integrate with Live Knowledgebase to quickly copy a issue and create a knowledgebase article from it.
Live Exchange
Integrate with Live Exchange to create a new question based on existing issue.
Live Forms
Integrate with Live Forms to create an issue through Live Forms using Helpdesk extension.
Domain$149
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Single
Domain Name 1
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Localhost Only
dev, staging, & testing licenses
- 90 Days Support
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Free Minor Upgrades
Discounted Major Upgrades 4
Standard$249
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Single DNN Install 2
perpetual license
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Localhost Only
dev, staging, & testing licenses
- 90 Days Support
-
Free Minor Upgrades
Discounted Major Upgrades 4
Enterprise$499
-
Unlimited DNN Installs 3
perpetual license
with 1 year subscription
-
Unlimited DNN Installs 3
dev, staging, & testing license
- 1 Year Support
-
Free Minor Upgrades
Discounted Major Upgrades and Renewals 4
Enterprise w/Source $999
-
Unlimited DNN Installs 3
perpetual license
with 1 year subscription
-
Unlimited DNN Installs 3
dev, staging, & testing license
- 1 Year Support
-
Free Minor Upgrades
Discounted Major Upgrades and Renewals 4
Includes C# Source Code
1) A license is required to install and use this module for each domain name (alias). A domain name is defined as a single unique domain address; "www.domain.com" and "domain.com" are considered as single domain name. You must purchase additional license(s) for each additional domain name such as "my.domain.com" or "support.domain.com". DNN child portals such as "www.domain.com/support" do not require additional licenses.
2) DNN Install is defined as collection of DNN Portals/Domains that are running
off same DNN Database and Filesystem.
3) Enterprise is defined as your company site(s) and those of your customers that are directly managed by your organization. Includes 1 year of subscription with “perpetual” use rights—the ability to continue using the software after the subscription has expired, even though the ability to download software and/or request product activation keys ends when the subscription expires.
4) 50% discount on major upgrades and renewals.
Please refer to our End User License Agreement for complete details
Frequently Asked Questions
You can use the product for dev/staging/testing under LOCALHOST url only.
Live Helpdesk is compatible with DNN 7.3.0 & above
Not at all. Trial version is fully functional and it's identical to our production version.
You're welcome to evaluate the product for 14 days after which it must be activated. You will not lose any of your work or settings when activating the trial to production.
See our Documentation Section which is a central repository of for all of our products.
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