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(The feature name)
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(The feature description and some more tech stuff)
In which plans can I find it?
Support Channels    
Web Ticketing Customers can submit their tickets directly from the web, by logging into your online helpdesk. This web portal is automatically created by registering in Deskero, and requires no further configuration. You can choose the language and also configure it to create a public database of answers available for self help. startgrowbusinessPremium
Email Deskero can import customer requests arriving by email and convert them into tickets. Emails can be imported by automatically forwarding them to Deskero's email address or by download via IMAP/POP3. startgrowbusinessPremium
Twitter Import any Twitter social conversation and automatically convert tweets and Direct Messages into tickets. Twitter conversations between agents and users will automatically become part of your customer care workflow within Deskero. --growbusinessPremium
Facebook Import any Facebook social conversation and automatically convert public posts and personal messages into tickets. Facebook conversations between agents and users will automatically become part of your customer care workflow within Deskero. --growbusinessPremium
Chat Set up a chat window wherever you need it, with our super easy widget. Chat with your customers and answer their queries in real time: you can always convert the conversation into a ticket. And you can also ping a website visitor and immediately engage her in conversation --growbusinessPremium
Knowledge base Create an online database of answers to the most common questions, to help customers find an immediate solution to their problem. You can also allow customers to suggest articles with alternative solutions, and even create a custom portal for internal use! Customers will also automatically receive suggestions about related Knowledge Base articles while inserting a new ticket. startgrowbusinessPremium
Ticket management    
One click reply Agents can reply to customers' tickets with a single mouse click, right from the ticket list. startgrowbusinessPremium
Take in charge Standard ticket assignment is usually automatic. However, admins can also choose tickets freely and assign them manually. This greatly helps agents when they want to take over and help collegues and clients directly. --growbusinessPremium
Canned Answers Create template answers to your most common requests and make them ready to go. Canned messages can be completely personalized but are a great starting point to answer to most basic answers and saving you time. ----businessPremium
Custom database fields Create custom data fields for your ticket database, to add any specific information you might need for your business. --growbusinessPremium
Ticket custom tagging Create and manage tags to group and classify your tickets, adding even more context to your workflow. startgrowbusinessPremium
Customizable ticket areas and groups Define ticket areas (e.g. marketing, administration...) and group tickets (e.g. by product type) to simplify classification, search and management. startgrowbusinessPremium
Top clients management Flag specific customers as "Top clients" and prioritize their queries. You can also define specific assignment rules, setup advanced service levels and configure unique scenarios to guarantee your most special customers the special service they deserve. ----businessPremium
Ticket configuration rules Create custom rules to manage tickets and assign them to specific agents or groups of agents. You can also edit their properties and classify them accordingly, in order to better organize your ticket management. ----businessPremium
Ticket's activity log Record any kind of activity related to each ticket: from agents, customers and system's events (scenarios, service levels, etc), for example automations, work scenarios and the service levels failure or goal status. Each ticket's activity log will be always available for viewing and download in Microsoft Excel format. ----businessPremium
Ticket time tracking Track the amount of time that each agent spends on every ticket and add notes about fulfilled activities. Marking the time as billable will help you prepare accurate monthly invoices for your customers. ------Premium
Customize email templates You can completely personalize all the email notifications sent by the system, in order to make them unique as well as adapt them to your company style and brand. --growbusinessPremium
Ticket merge Say goodbye to duplicated tickets: with Deskero you can easily merge two or more tickets, to organize your workflow if, for example, a customer sends multiple requests related to a single issue ----businessPremium
Save drafts Deskero automatically saves all your tickets and knowledge base drafts. No need to worry about interruption, you can always resume work on your tickets without having to start from scratch startgrowbusinessPremium
Spell checker Mistakes happens, and we know it just too well: with Deskero each misspelled word is highlighted in red and immediately brought to your attention! startgrowbusinessPremium
Full text search With Deskero's search you can quickly find any ticket you might be looking for, based on relevant keywords or specific text snippets startgrowbusinessPremium
Smart filters are available to search tickets Search tickets by customer or company name, by ticket categories (area, type etc.) and custom database fields. startgrowbusinessPremium
Smart filtering for email import Import tickets from any email inbox and filter them by keyword (in the subject or in the text), customer or company. For example, assign every ticket that contains the term "Billing" to the account department, and every ticket with the word "bug" to the technical department. startgrowbusinessPremium
Email attachments import Automatically import any email attachment right inside the ticket. startgrowbusinessPremium
Attachments limits (per file) Start = 2MB per file; Grow = 5MB per file; Business = 10MB per file; Premium = 20MB per file startgrowbusinessPremium
Spam filtering Deskero filters and automatically flags spam tickets based on specific criteria that can be edited by administrators: they can specify keywords, email addresses or text. ------Premium
Instant chat tickets Agents can always convert any chat conversations into a ticket, to better keep track of everything that has been said, or to follow up with further help. ----businessPremium
Internal agents Internal agents are supervisors that can be added for free (one availble for each Premium agent). They keep an eye on the work of agents and collaborate with them on solving tickets, without directly interacting with customers. ------Premium
Images, videos and attachments Easily insert images, embed videos and attach any type of file into your tickets. startgrowbusinessPremium
Multiple ticket views With just a single mouse click you can easily switch between standard view (with detailed ticket descriptions) or compact (showing all ticket fields in one row - ideal to take a quick look). View tickets just the way you like! startgrowbusinessPremium
Link chat conversations You can create a ticket right from the chat and the two will always be linked: at any moment, you can go back to the original conversation and double check everything. ----businessPremium
Archive ticket Archive processed tickets, to focus on the current work and keep your inbox tidy without losing them. Archived tickets can be restored at anytime or deleted permanently. startgrowbusinessPremium
Signatures Customers and agents can both attach their signatures to tickets. You can add pictures and use simple formatting techniques. Also, you can add any HTML content. startgrowbusinessPremium
Agent collision detection Deskero immediately and automatically alerts agents when they are simultaneously viewing or modifying a ticket, to prevent any possible collision. ------Premium
Desktop notifications Instantly get notified when you have a new ticket. Deskero alerts agents and customers everytime they have an update. Supported by (links to browsers) --growbusinessPremium
Forward to external agents You can forward the ticket to external agents without a Deskero account, enabling them to collaborate to the ticket's management.They will receive an email notification, then when they answer to the ticket by email, the answer will be added to the ticket as an internal note, not visible to customers. ------Premium
Forward to external people You can forward the ticket to external people without a Deskero account, just to inform them. ------Premium
Chat    
Chat widget for your websites With Deskero super-simple plug & use chat widget (Javascript or Popup window) you can chat with customers directly from your website - and later convert any chat session into a ticket! ----businessPremium
Mobile Friendly The Deskero widget is optimized to also work with most mobile browsers, so visitors can start a chat conversation or submit feedback directly from their mobiles! ----businessPremium
Track visitor navigation history Instantly know when to engage visitors and how to provide help: Deskero can track everything the customers see on your website, so you'll always know what he was browsing about! ----businessPremium
Customize look and feel Personalize your widget by choosing its colors, editing buttons and text, deciding the position etc. ----businessPremium
Chat Groups Customer support via chat can be managed and organized exactly like all the other channels: agents can be grouped into different departments and Deskero will automatically redirect customer chats based on assignation rules you can freely configure. ------Premium
Custom Greetings Greet your visitors with custom messages: create custom chat texts that can be triggered on different pages when specific conditions are met. ------Premium
Greetings delay Say hello to your visitors exactly when you want: choose the time delay on each web page and freely customize it by editing the number of seconds that will pass before the widget automatically pops up. ------Premium
Desktop notifications Be immediately notified when you have a new chat message: Deskero alerts agents/customers everytime they have an update. (works with: Chrome, Explorer, Safari, Firefox) ----businessPremium
Sound alerts No need to worry about multi-tasking: Deskero will send a sound alert to agents everytime a message is sent over so they'll always be there, ready! ----businessPremium
Attention grabber Grab the attention of your web site's visitors adding a custom image like your own logo or a photo. ------Premium
SMS    
Send and receive Text Messages Deskero natively supports MySMS (link) to answer any problem in real time, through a simple SMS. Any text message sent to your phone will automatically convert into a ticket that agents can manage exactly like any other. ----businessPremium
File attachments Attachments coming through SMS will be synced with their original tickets. Files can also be attached on the dashboard and send to customers via SMS channel. ----businessPremium
Knowledge base    
Knowledge base from ticket stories You can create a knowledge base solution from a ticket conversation, by editing and summarizing it in order to make it available to a wider public. ----businessPremium
Ticket reply from a knowledge base solution You can insert a reference to any knowledge base item into tickets, with a single mouse click. --growbusinessPremium
Content suggestions While answering a ticket, Deskero will automatically suggest to the agent all the solutions already available in the knowledge base, by analyzing specific keywords in real-time. start--businessPremium
RTE and HTML editor While creating knowledge base articles, you can switch from rich text editing to HTML or vice-versa. Users can format tickets and knowledge base articles exactly the way they want! startgrowbusinessPremium
Full text search Deskero offers a smart searching tool to find knowledge base articles based on specific keywords or complete text. startgrowbusinessPremium
Save drafts Deskero automatically saves all your tickets and knowledge base drafts. No need to worry about interruption, you can always resume work on your tickets without having to start from scratch startgrowbusinessPremium
Customers proposals Customers can also interact with the community, by suggesting knowledge base articles. Proposed articles can later be edited and approved by agents before going live. ----businessPremium
Knowledge base groups and areas Organize your knowledge base by creating different categories and grouping related articles. You can also restrict certain categories from specific agents or groups, in order to further manage visibility. startgrowbusinessPremium
Download areas Create your own download center to share documents and files with your customers. With Deskero you can configure knowledge base download areas, and access can also be restricted to specific clients or companies. startgrowbusinessPremium
Internal knowledge base Create a private knowledge base which only specific groups of agents can access, in order to better configure your internal know-how. ----businessPremium
Auto deflection As soon as a customer starts writing her query, the Deskero knowledge base will automatically suggest any already existing articles with similar key words. start--businessPremium
Knowledge base on Facebook Share a knowledge base article on Facebook ----businessPremium
Knowledge base on Twitter Share a knowledge base article on Twitter ----businessPremium
Customer management    
Auto synch customer form Automatically add & synchronize new contact data to each customer form, every time they contact you on a new channel. Also, it's possibile to easily merge duplicate customer profiles, to keep the database tidy and organized. startgrowbusinessPremium
Customer CC Add additional addresses to send carbon copies of a ticket's response to more than one recipient ------Premium
Custom customer data fields Create personalized fields in your customer database, to better identify your customers. Data fields can be translated into different languages and be marked as searchable. startgrowbusinessPremium
View all company tickets View all company tickets startgrowbusinessPremium
Conversation history Create a customer-centric chronology of tickets and replies. This chronology is comprehensive and all-inclusive, and will automatically incorporate all available channels, to simplify the backtracking of the client history. --growbusinessPremium
Scenario execution    
Predefined scenarios Deskero Scenarios help you create an effective event-based automation to simplify organization and escalation. Execute a predefined scenario to simplify all the most common ticket situations. ------Premium
Customizable scenarios Customizable scenarios take your support ticketing to the next level by allowing a complete personalization of your internal workflows. Create and configure a custom scenario to automatically execute specific actions, triggered by a certain flow of events. Scenarios can also be manually executed on selected tickets, to further enhance flexibility. ----businessPremium
Multilingual    
Multiple languages per portal While administrators can choose which global language they wish to use for the platform, any individual can freely decide to personalize their experience and choose a different idiom, to make the platform even more flexible and personal. startgrowbusinessPremium
Multi-lingual content for customer portal Multi-lingual content for customer portal --growbusinessPremium
Smart social integration    
Facebook import Extend your customer support to Facebook! Deskero can automatically import any customer request arriving through your Facebook profile: posts on your public wall as well as chat requests will be immediately converted into tickets. Fans who send requests will also be added to your customer list. --growbusinessPremium
Facebook private messages import Deskero can convert any private message or chat conversation sent by fans/customers to your Facebook page into tickets, so you can track every single conversation right from your dashboard, without needing any Facebook client. --growbusinessPremium
Import mentions via Social monitor Twitter mentions can easily be imported into Deskero and automatically converted into tickets. Administrators can configure specific assignment rules, SLAs and scenarios to manage the social networks just like any other support channel. --growbusinessPremium
Twitter DM import Twitter DM import --growbusinessPremium
Social monitoring    
Search and monitor social activity Know what people say about you, using the Social Monitor to keep an eye on all Twitter activity around your brand. You can keep monitoring your mentions inside your social monitor and decide to convert only selected, most relevant tweets into tickets. --growbusinessPremium
Track your products or brand name Search for specific keywords inside Twitter, to keep an eye on your brand and market. Track these keywords to also obtain numeric reports on how they are trending every day. --growbusinessPremium
Track your competitor activity Track your competitor activity --growbusinessPremium
Social customer engagement Social customer engagement --growbusinessPremium
Convert social conversations into tickets Convert any Twitter conversation that you are tracking through a social monitor search into a ticket. --growbusinessPremium
Portal customization    
Domain mapping Connect your support portal to your own web domain, to give it a more customized feel. ------Premium
Colors & logo customization Personalize your help desk interface using your own logo and brand color palette startgrowbusinessPremium
Customer web portal Create a public web portal for your customers which they can use to insert tickets, browse your knowledge base and see important updates, even without having to register. You can further personalize it by changing the look & feel, edit text and enable a feedback widget to accompany it. startgrowbusinessPremium
Customer portal per product Create multi-brand portals to offer support for multiple products or services, using a single Deskero account. Each portal will have separate front-ends and different domains, custom appearances and languages, but you'll be able to manage them using the same team and back-end on your side. ------Premium
Custom email domain Use your own email address domain for all email notifications and ticket replies, relying on the DKIM standard. Extremely useful for whitelabeling your helpdesk account. Free for 3+ agents. ------Premium
Service level management    
Simple level targets Define your own service level, to keep a close eye on the resolution time of your tickets. Deskero lets you configure your own SLA policy, that will depend on ticket categories, time needed (to answer or resolve) and configured business hours. ----1Premium
Advanced level target Setup multiple service levels that will monitor your work in different conditions and create advanced service level targets, based on many settings. You can then further personalize your ticket workflow, creating even more granular management with automated reminders. ------Premium
Custom missed targets actions Choose specific actions that will trigger alerts and escalation when missed, using Deskero's advanced level targets. Deskero let you choose from 10 different trigger actions and you can also completely customize your escalation workflow. ------Premium
Business days & hours Define specific business hours and customize your team availability, to better evaluate your daily service level. ----businessPremium
Reporting    
20+ pre-built reports Visualise and track your ticket, agent and overall performance, through Deskero's pre-built analytics. You can also freely download all your activity reports in PDF or PNG formats. startgrowbusinessPremium
Social reports Measure and visualise your social customer care performance. Deskero offers you effective visual analytics about your social media activity, with various graphs that can be exported in PDF or PNG formats. startgrowbusinessPremium
Export to JSON/XML Deskero lets you export all your report on agents, customers, tickets and knowledge base in JSON or XML format startgrowbusinessPremium
Export ticket time entries in CSV/ Microsoft Excel Deskero helps you track the time you spend answering each customer query. Tracked time entries can be exported in CSV/Microsoft Excel format at anytime, to easily send them to clients or to your accountants. ------Premium
Export customer conversations in CSV/ Microsoft Excel Export customer conversations in CSV/ Microsoft Excel startgrowbusinessPremium
Security    
Restricted access Secure your helpdesk by restricting or allowing access to a specified IP range for a specific period of time, in order to easily manage access and administration from different headquarters. ------Premium
SSL encryption We also use an SSL encryption of data transmission using HTTPS sessions. startgrowbusinessPremium
SSL certificate hosting SSL certificate hosting ------Premium
Remote authentication/ SSO (Single Sign-On) Use your company SSO (Single Sign-On) system to maintain your own access’ credentials. From LDAP to Microsoft Active Directory, to any other custom software, you can easily connect it to Deskero through our Single Sign-On system, creating and maintaining a single log in ------Premium
Fully configurable permissions Define each agent and each customer permissions to handle tickets, edit the knowledge base, track time, chat with users, etc. Deskero also allows you to restrict specific features to certain agents or agent groups. startgrowbusinessPremium
Configurable password policy You can freely choose the level of complexity of each password, and also decide when (or if) they need to be periodically changed by administrators, agents and clients, to comply with any kind of standard you might be already using inside your company. ------Premium
Certification Deskero relies on the Amazon AWS's cloud infrastructure, certified by U.S.-EU Safe Harbor startgrowbusinessPremium
Dedicated cloud infrastructure Dedicated cloud infrastructure ------Premium
API & data portability    
Restful API Deskero APIs are completely open and flexible. You can freely view, modify, insert and delete anything in your databases: customers, tickets, knowledge base etc. startgrowbusinessPremium
Import customer data You can always import customer's data in CSV / XLS format ----businessPremium
Mobile    
iPhone and iPad App Access Deskero from your iOS device, reply to tickets, chat with clients and overview all your team's work. startgrowbusinessPremium
Android App Access Deskero from your Android device, reply to tickets, chat with clients and overview all your team's work. startgrowbusinessPremium
Windows App Access Deskero from your Windows device, reply to tickets, chat with clients and overview all your team's work. startgrowbusinessPremium
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