Desk365 Features

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

Allows users to customize chat colors, text, logos, and branding.

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Set up connections to third-party platforms to improve business processes

Provides analytics tools that reveal important business metrics and track progress

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Access software remotely via mobile devices

User Experience of creating and submitting a ticket

User Experience of responding and receiving a response

Route tickets based on values of fields, changes to ticket status and time based conditions

Respond to common requests with standard reply

Set and monitor service level agreements to ensure timely response and resolution

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

Share and collaborate on tickets with multiple customer service representatives

Central repository for account and contact information

Create, design and manage workflows for repetitive tasks

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Track, manage, or resolve user requests and IT incidents/issues

Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc.

Monitor wait time and abandonment for incoming requests that have not been routed

Organize, prioritize, and manage incoming communications

Allow customers/users to submit support queries and service requests

Manage, store and organize emails within the system or via third-party apps

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

Ability for customer service agents to communicate with customers via live chat to solve problems live

Chat with your counterparts over the video in real time

Provides pre-made templates for wiki pages and knowledge articles.

Allows users to leave feedback within a wiki page or knowledge article.

Allows users to see version history and return to previous versions of wiki pages.

Displays knowledge articles to be arranged in a decision tree.

Detects any creation of already existing knowledge pages and alerts user

Enables users to create rich knowledge pages with a combination of text, charts, images, video and audio

What You See Is What You Get is a no-code tool that allows users to create and edit content using a visual interface

Input different types of content and edit text formats, fonts, font sizes, and colors

Editing tool that allows users to drag and drop images, icons, widgets, or other components

Pre-designed layouts that can be customized to match preferences and requirements

Gauge satisfaction and receive information for improvement and success

Pre-defined templates within a library for common cases such as contracts, websites, emails, and more

Provides data on wiki page and knowledge article use.

Allows administrators to provide permissions and gate pieces of content based on role.

Offers additional tools that facilitate knowledge sharing and collaboration.

Notifies users when changes occur.

Offers AI-based search capabilities

Allows users to capture knowledge from the web

Allows knowledge pages to be organized into sections and subsections as needed

Integrated with other tools to faciliate the sharing of information

Integrates with other knowledge repositories in the business

Search for specific words or phrases within a document or database

Set-up notifications and alerts for web browsers and apps.

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

Seamlessly integrates with 3rd party websites

Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc.

View and track pertinent metrics to find patterns and gain insights from data

Create an inventory of a company's hardware assets.

Create an inventory of a company's software assets.

Create an inventory of a company's cloud assets.

Create an inventory of a company's mobile assets.

Detect new assets as they enter a network and add them to asset inventory.

Provide immediate insights, information, and updates on IT assets from a central dashboard.

Design and implement custom or pre-built policies for asset management, onboarding, and maintenance.

Implement risk management policies, and push policy updates to various assets across a business network.

Integrate with other software solutions, such as spend management and software asset management.

Manage user accounts, profiles, roles, permissions, and other details across applications, devices or networks

Allow customers/users to submit support queries and service requests

Review, approve and cancel requests for goods/services to be purchased

Track and manage inventory levels to maintain proper supply

Manage, store and organize emails within the system or via third-party apps

Manage, maintain and track the performance of assets and equipment

Create, design and manage workflows for repetitive tasks

Identify and solve underlying cause of incident(s), and prevent future incidents from occurring

Set and monitor service level agreements to ensure timely response and resolution

Manage all supplier data and operations

Organize and manage all processes/procedures involved in purchasing goods and/or services

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Create, manage and track all task activities and progression

Track and monitor efficient handling of all changes/transitions

Manage and track all disruptions and incidents

Track, store, and access client contracts or licenses

Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws

Identify component attributes like servers, hardware, software, and manage relationships across all services

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Use AI to generate content in the form of text, images, videos, etc.

Allows users to generate text based on a text prompt.

Allows users to generate text based on a text prompt.

Use AI to generate content in the form of text, images, videos, etc.

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Manage and support multiple languages

Capability to perform complex tasks without constant human input

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Tickets are automatically assigned to specific agents based on predefined rules

AI-based platform which conducts a conversation via auditory or textual methods

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

Create and automatically send premade copy in response to customer messages

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Active monitoring of systems, applications, or networks

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

Games or game-like elements to track progress and reward accomplishments

Recording, transcription, and analysis of sales calls for the purpose of training and generating insights

Customize data fields to support various needs and use cases

Gauge satisfaction and receive information for improvement and success

Quantifiable metrics to track objectives, gauge milestones, and evaluate the success of a particular activity

Provides a channel for team members to share media files, communicate, and work together

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Recognize/detect varying frequencies in a person's voice to identify/verify "who" is speaking

Ability to chat online in real time

Automatically handle routine, repetitive tasks and processes without the need for manual intervention

Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response

Identify different languages

Allows users to manage data from a number of sources

Predict future data based on historical data sets

Application programming interface that allows for integration with other systems/databases

System alerts about the need to escalate an issue or request

Protect sensitive data for digital privacy

Track interaction history by documenting conversations for contacts

Arrange tasks based on the level of priority or urgency

Securely stores data to prevent data loss or breaches

Templated responses for responding quickly to recurring support requests

A set of indicators that tracks the performance of networks, applications, systems, teams, etc.

Allow users to access multiple services after entering their login credentials once

Access the system via a mobile application

View and track pertinent metrics to find patterns and gain insights from data

Define levels of authorization for access to specific files or systems

Pre-made examples and templates for emails

Notifications that are delivered to users as soon as an event occurs

Automatic reply functionality for incoming messages

Import and export data to and from software applications

Adjust communications based on previous interactions or personal preferences

Streamlining repetitive tasks and activities through automated and predefined workflows

Search and filter data across systems to locate required information by entering keywords or certain criteria

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Leave comments and notes on documents for others to view

Facilitates online authoring and publishing of the content

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

Centralized repository to store content and assets

Assign categories, labels, tags, or attributes to documents for organization, search and storage

Assemble applications and processes by dragging over and arranging pre-built components

Application programming interface that allows for integration with other systems/databases

Add customized logos and colors to align with company branding

Optimize and manage the search engine optimization efforts for a website or digital content

Active reporting of data and metrics

Use AI to generate content in the form of text, images, videos, etc.

Online portal through which end users can access the system, manage tasks, or obtain information

An extended application or connector that enables users to perform additional services with their current set of tools

A way of interacting with a mobile application using items such as windows, icons, and menus

Create and manage digital catalog of products/services with their details, specifications, and price

Receive and/or send email notifications for urgent updates, requests, or other information

Provides a channel for team members to share media files, communicate, and work together

Notifications via mobile devices

Assembly of graphs and charts for visualizing and tracking statistics/metrics

Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service

Store and organize documents in a centralized system

Manage user accounts, profiles, roles, permissions, and other details across applications, devices or networks

Ability to chat online in real time

AI-based platform which conducts a conversation via auditory or textual methods

Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills

An informational database that allows users to add, delete, or revise content

Edit text as needed

Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access

Alter the layout and content of reports

Customize data fields to support various needs and use cases

Import and export data to and from software applications

Allow users to access multiple services after entering their login credentials once

Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving

Create, design and manage workflows for repetitive tasks

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Track and document all activities across devices, networks, and other systems

Online forums/groups where users can ask questions, share ideas, best practices, etc.

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Track and manage schedules and meetings via an integrated calendar

Manage and track all internal and external communication conducted via calls, email, text, or chat

Store, manage, and track all electronic documents in a centralized location

Process to track, record, and analyze expenses that occurred over the entire duration of a given project

Define levels of authorization for access to specific files or systems

Arrange tasks based on the level of priority or urgency

Customize data fields to support various needs and use cases

Import and export data to and from software applications

Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle

Add customized logos and colors to align with company branding

Application programming interface that allows for integration with other systems/databases

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

View and track pertinent metrics to find patterns and gain insights from data

Scan barcodes to ensure accurate pricing and label tracking

Observe and track the demand, usage, progress or quality of a system, product, or user

Customize contracts and forms to collect specific information

Track and report regulatory data to either internal management or external stakeholders

Graphical representation of data

A record of all activities within the system, including user access, changes made, etc.

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Online portal through which end users can access the system, manage tasks, or obtain information

Alter the layout and content of reports