[ Wolken ... Reviews ](https://www.g2.com/products/wolken-service-desk/reviews) [ Wolken ... Reviews ](https://www.g2.com/products/wolken-service-desk/reviews) # Wolken Service Desk Features ##### ## Platform (7) Mobile User Support Allows software to be easily used on multiple mobile devices include phone and tablet devices. Customization Allows users to customize chat colors, text, logos, and branding. User, Role, and Access Management Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. Third-Party Integrations Set up connections to third-party platforms to improve business processes Reporting Provides analytics tools that reveal important business metrics and track progress Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Mobile Access Access software remotely via mobile devices Show More ##### ## Ticket and Case Management (16) Ticket Creation User Experience User Experience of creating and submitting a ticket Ticket Response User Experience User Experience of responding and receiving a response Workflow Route tickets based on values of fields, changes to ticket status and time based conditions Automated Response Respond to common requests with standard reply Service Level Agreement (SLA) Management Set and monitor service level agreements to ensure timely response and resolution Attachments/Screencasts Documents and files can be attached to the ticket to communicate with customer issues/resolutions Ticket Collaboration Share and collaborate on tickets with multiple customer service representatives Customer/Contact Database Central repository for account and contact information Workflow Management Create, design and manage workflows for repetitive tasks Knowledge Base Management Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Ticket Management Track, manage, or resolve user requests and IT incidents/issues Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Queue Management Monitor wait time and abandonment for incoming requests that have not been routed Inbox Management Organize, prioritize, and manage incoming communications Support Ticket Management Allow customers/users to submit support queries and service requests Email Management Manage, store and organize emails within the system or via third-party apps Show More ##### ## Communication Channels (6) Customer Portal Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents Email to Case Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket Live Chat Support Ability for customer service agents to communicate with customers via live chat to solve problems live Social Media Integration Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks Voice Make and receive calls directly in the application. Track and record calls for analysis. Video Chat Chat with your counterparts over the video in real time Show More ##### ## Incident Management (6) Automate Ticket Routing Routes tickets automatically to the appropriate user. Ticket Prioritization Prioritizes tickets based on factors configured by the user. Ticket Notifications Notifies the IT team when a ticket needs action. Knowledge Base Provides a forum for answers to common questions. Knowledge Base/Ticket Integration Integrates knowledge base articles into a ticket. Real-Time Notifications Notifications that are delivered to users as soon as an event occurs Show More ##### ## Reporting (4) Dashboards Displays important metrics relating to performance. Time Tracking Tracks time worked on a ticket. Surveys Provides surveys to measure employee satisfaction. Activity Tracking Track and document all activities across devices, networks, and other systems Show More ##### ## Access & Usability (5) Mobile Enables access to service desk features via mobile device. Self Service Enables employees to view the status of their tickets. Active Directory Provides a directory of all users within an organization. Multi-Channel Access Enables access to service desk features through multiple channels such as email, phone, or the portal. Mobile Access Access software remotely via mobile devices Show More ##### ## Generative AI (1) Generative AI Use AI to generate content in the form of text, images, videos, etc. Show More ##### ## Agentic AI - Service Desk (8) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Third-Party Integrations Set up connections to third-party platforms to improve business processes Show More ##### ## Agentic AI - Help Desk (3) Autonomous Task Execution Capability to perform complex tasks without constant human input Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ##### ## Additional Functionality (77) Automated Routing Tickets are automatically assigned to specific agents based on predefined rules Chatbot AI-based platform which conducts a conversation via auditory or textual methods Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Autoresponders Create and automatically send premade copy in response to customer messages AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Real-Time Monitoring Active monitoring of systems, applications, or networks CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Gamification Games or game-like elements to track progress and reward accomplishments Conversation Intelligence Recording, transcription, and analysis of sales calls for the purpose of training and generating insights Customizable Fields Customize data fields to support various needs and use cases Surveys & Feedback Gauge satisfaction and receive information for improvement and success Key Performance Indicators Quantifiable metrics to track objectives, gauge milestones, and evaluate the success of a particular activity Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Voice Recognition Recognize/detect varying frequencies in a person's voice to identify/verify "who" is speaking Live Chat Ability to chat online in real time Task Automation Automatically handle routine, repetitive tasks and processes without the need for manual intervention IVR Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Language Detection Identify different languages Multiple Data Sources Allows users to manage data from a number of sources Predictive Analytics Predict future data based on historical data sets API Application programming interface that allows for integration with other systems/databases Alerts/Escalation System alerts about the need to escalate an issue or request Data Security Protect sensitive data for digital privacy Interaction Tracking Track interaction history by documenting conversations for contacts Prioritization Arrange tasks based on the level of priority or urgency Secure Data Storage Securely stores data to prevent data loss or breaches Macros/Templated Responses Templated responses for responding quickly to recurring support requests Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Single Sign On Allow users to access multiple services after entering their login credentials once Mobile App Access the system via a mobile application Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Access Controls/Permissions Define levels of authorization for access to specific files or systems Email Templates Pre-made examples and templates for emails Real-Time Notifications Notifications that are delivered to users as soon as an event occurs Automated Responses Automatic reply functionality for incoming messages Data Import/Export Import and export data to and from software applications Personalization Adjust communications based on previous interactions or personal preferences Workflow Automation Streamlining repetitive tasks and activities through automated and predefined workflows Project Management Plan and coordinate all the resources, costs and time needed to execute assignments Procurement Management Organize and manage all processes/procedures involved in purchasing goods and/or services CMDB Configuration Management Database AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Generative AI Use AI to generate content in the form of text, images, videos, etc. IT Risk Management Manage risks related to IT systems Service Catalog Database containing accurate and up-to-date information on all operational services Inventory Management Track and manage inventory levels to maintain proper supply Surveys & Feedback Gauge satisfaction and receive information for improvement and success Chat/Messaging Communicate using direct chat or messages within the system Change Management Track and monitor efficient handling of all changes/transitions Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Task Management Create, manage and track all task activities and progression Email Templates Pre-made examples and templates for emails Benchmarking Compare key metrics for the business against prominent players in the industry Localization Automation Adapt content to display differently based on viewer location Real-Time Reporting Active reporting of data and metrics Customer Support Provide online support for your customers through live chat or help desk functionality Scheduled/Automated Reports Set a time to generate routine reports automatically Alerts/Escalation System alerts about the need to escalate an issue or request Release & Deployment Planning, coordinating, and executing the deployment of software or system changes into a live or production environment Email Management Manage, store and organize emails within the system or via third-party apps Contract/License Management Track, store, and access client contracts or licenses Workflow Management Create, design and manage workflows for repetitive tasks Problem Management Identify and solve underlying cause of incident(s), and prevent future incidents from occurring Analytics Tools for the systematic analysis of various types of data or statistics Service Level Agreement (SLA) Management Set and monitor service level agreements to ensure timely response and resolution Configuration Management Identify component attributes like servers, hardware, software, and manage relationships across all services API Application programming interface that allows for integration with other systems/databases IT Asset Management Managing inventories and tracking changes to hardware and software configurations Remote Access/Control Access work applications remotely, for when working away from the office and/or traveling Live Chat Ability to chat online in real time Customizable Reports Alter the layout and content of reports Incident Management Manage and track all disruptions and incidents Asset Lifecycle Management Manage assets throughout their lifecycle to optimize profit Support Ticket Management Allow customers/users to submit support queries and service requests Customizable Templates Pre-designed layouts that can be customized to match preferences and requirements Customizable Branding Add customized logos and colors to align with company branding Show More ## Top-Rated Alternatives [ ![Agentforce Service (formerly Salesforce Service Cloud)](https://images.g2crowd.com/uploads/product/hd_favicon/e2170cb2fb1e97e4b23447ad004fa376/agentforce-service-formerly-salesforce-service-cloud.svg "Agentforce Service (formerly Salesforce Service Cloud)") Agentforce Service (formerly Salesforce Service Cloud) 4.4/5(7,359) ](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) [ ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice") Freshservice 4.6/5(1,351) ](https://www.g2.com/products/freshservice/reviews) [ ![ServiceNow IT Service 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