What can you do with Appy Pie Desk
You can organise support requests, collaborate with customers and teammates, automate repetitive tasks, and improve overall customer experience.
Set assignment rules to assign tickets as they come in, so your agents can jump into problem-solving in seconds.
Automate routine tasks
Use macros, workflows, and SLAs to carry out tasks and notify stakeholders on time.
Set up a multilingual help center and power it up with a knowledge base full of help articles & FAQs, with an extended customer community & forums.
Gather real-time insights
Use default reports or build your own With custom metrics to monitor and take action. Get live traffic updates from Desk’s HQ and dashboards.
Trace customer happiness
Measure customer satisfaction after every interaction to turn an unnhappy customer to a happy one, and reward your agents’ performance.
Get mobile ready
Use Desk mobile app for ticketing and Rdar for managers for timely updates on delivering high-quality support on time.
Support Desk – Easing Customer Pain Effortlessly
It is our business to make life easy for you and your customers.
You can track and manage incoming support tickets from multiple channels with a common inbox. With a single click, you can apply custom status and priority to a ticket.
Our help desk supports seamless integration with various third-party applications and platforms with powerful APIs, to accommodate the complex needs of your business.
Add your team members and other departments as collaborators/followers to tickets to ensure tickets are solved using expertise from experienced professionals
Customise & Prioritise
Customize your help desk based on your priorities – set default views, apply automations and rules, set custom domains for your organizations and much more.
We ensure enterprise-grade security with our features and conduct comprehensive audits of networks, systems, and regulatory compliances to protect our product and your data.
Agent & Department Mangement
Prioritize, categorize and assign tickets to the right agents and departments. Define and customise agent and department permissions as per preference.
Smart Notifications & Activity Tracking
Enable email and system notifications for various events to keep a track of the agent and customer activities related to a particular ticket, article or post.
Get real-time CSAT ratings on ticket replies, knowledge base articles and community posts to track satisfaction index among your customers and optimize content for the future.
Reporting & Analytics
Get a better sense of how your organization, department, and agents are doing by getting an overview of ticket volume, agent performance, and other key support metrics.
Give your customers the best possible experience
Using Appy Pie’s Help Desk gives you multiple benefits
SEAMLESS & FASTER CUSTOMER SUPPORT
An omni-channel common inbox ensures that tickets from multiple channels can be resolved via a common platform without switching between various channels of communication. This ensures faster response and resolution time and hence happier customersGet Started
REDUCED WORKLOAD ON TEAMS
The self-service knowledge base and community enables customers to get answers to FAQs and stay updated to latest developments themselves, hence reducing the workload on agents and departments.Get Started
MORE EFFICIENCY & TRANSPARENCY
Since agents now manage unique and complex queries, they are more productive and efficient in delivering the work. Collaboration amongst departments on a common platform promotes transparency in processes. Regular feedback on replies also allows agents to improve their performanceGet Started
Help Desk Software
Improve user experience with the best Help Desk
Stay ahead of the competition and never miss a deadline with Appy Pie’s IT help desk support software. Backed by dynamic forms and ticketing system, our helpdesk software makes it easy for your representatives to provide a more personalized customer support like never before. What’s more? Your support agents can even keep an eye on the tickets and reply to customers on the fly. With an intuitive user interface, Appy Pie makes it easy for you to easily manage all your customer interactions at one place. A unified omnichannel inbox, next generation capabilities, 24/7 customer support, etc., everything right at your disposal.
When coupled with self-service knowledge base and online community, Appy Pie’s help desk system helpts transform user experience and take the business to new heights. Give Appy Pie’s help desk software a spin and meet your customers’ needs, beyond their expectations!!
Manage all your customers’ queries and improve your customer service experience with Appy Pie’s help desk software. Interact with users on email, chat or social media, handle customer tickets, and do much more at one place with your own help desk support system.
Ideal for enterprises and small to medium sized businesses, Appy Pie’s help desk support software provides a range of benefits, such as seamless customer support, reduced workload, proactive interventions, quick problem resolution, and more. Besides this, Appy Pie’s helpdesk system also allows your customer support representatives to easily collaborate with each other and share information privately on different issues. Our help desk software features reporting and analytics tools, using which you can analyze the performance of your team as well as keep track of customer satisfaction level.
Top Frequently Asked Questions
A fully loaded Appy Pie Desk contains the below:
- Omni-channel Ticketing System
- Self-service Knowledge Base
Streamline all your customer conversations in one place. We offer a single omni-channel common inbox for all your customer queries coming from different channels like Emails, Help Portal, etc. This ensures you that you leave no query and customer unattended.
Enable a self-service Knowledge base and help portal for your customers so that they can get answers to the most frequently asked queries themselves. Enabled by advanced search options – a fully customizable knowledge base ensures increased customer satisfaction and team productivity
Enable a customer lead community to foster collaboration and customer interaction. Via a community or forum, customers can share their opinions. Moderation rules help you control the kind of discussions your customers carry out.
In the beta version of the product, you can connect your support email address(es) as a channel. Once synced, all queries and customer replies received at the support email address(es) will be automatically converted to ticket and ticket replies in your Inbox.
In the beta version, you can sync up to 3 support email addresses.
Ticket status and priority are different metrics and parameters basis which you can filter and prioritize your tickets in the inbox.
In the beta version, 3 predefined status can be applied to the tickets to determine the state of the ticket:
A new ticket in the inbox is marked open by default.
In the beta version, 4 predefined priorities can be applied to the tickets to determine the importance of the ticket:
A new ticket in the inbox is marked of medium priority by default.
Yes, you can add a ticket manually from your desk. For this, perform the below steps:
- Click on the ‘+’ icon on the top header section
- Select ‘New Ticket’ – a right panel would open
- Fill in the details like requester email, ticket subject and description, etc. and then click on Add button
- Ticket will be added with the chosen rules and settings
Yes, you can create a custom domain for your organization. If you would like your customers (and agents) to access your support portal using your own domain, you can point your default support URL yourcompany.appypiedesk.com to your own domain like support.yourcompany.com. More details and procedure for this provided is provided in the settings section.