Gathers, organizes, prioritizes, and resolves customer
![](https://www.eservecloud.com/wp-content/uploads/2023/06/Tickeint-blck.png)
Ticket Management
Convert customer issues raised from any channel into tickets to track, assign and resolve efficiently Gathers, organizes, prioritizes & resolves customer issues.
![](https://www.eservecloud.com/wp-content/uploads/2023/06/share-inbox-feature-eservecloud.png)
Shared Inbox Support
Bring all your channels and customer data into one shared inbox for agents to resolve customer issues
![](https://www.eservecloud.com/wp-content/uploads/2023/05/Use-ticketing.png)
Collaborative Ticketing
Resolve issues as a team with shared inbox and collaboration features. Mention colleagues, share work by assigning tasks
![](https://www.eservecloud.com/wp-content/uploads/2023/06/Support-CRM.png)
Support Multiple CRM
Leverage 360 view of customer context with data from journeys, external platforms (e.g. shopify) and past requests
![](https://www.eservecloud.com/wp-content/uploads/2023/06/SLA_Management.png)
SLA Management Support
Use Service Level Agreement thresholds to set performance standards and time-tracking to monitor adherence
![](https://www.eservecloud.com/wp-content/uploads/2023/06/Automation.png)
Automate - Repetitive Work
Automate repetitive work with easy to create workflows with triggers, conditions, and actions to free up agent’s time
![](https://www.eservecloud.com/wp-content/uploads/2023/06/Customizable-Ticketing.png)
Customizable Ticketing
Add custom fields and views for your specific business needs. Customize rules to automate your business processes
![](https://www.eservecloud.com/wp-content/uploads/2023/06/Communication-Services.png)
Communication Services
Configure multiple teams & Connect them withservices like intelligent routing, transfers, conferences, etc.
We have omnichannel ticketing support which helps to convert Customer issues into tickets from any channel in eServeCloud.
![](https://www.eservecloud.com/wp-content/uploads/2023/06/Ticket-for-All-Channel.png)
Tickets for All Channels
Customer issues from all channels – email, chat, messaging apps etc. converted into tickets
![](https://www.eservecloud.com/wp-content/uploads/2023/06/AI-tagging.png)
Tagging & Prioritization
Using Ai detection intelligently categorize, prioritize and route tickets to the right agents
![](https://www.eservecloud.com/wp-content/uploads/2023/06/Snoozed-for-Selected-Duration.png)
Snooze for Selected Durations
Snooze tickets for selected time periods while waiting for customer response or task completion
![](https://www.eservecloud.com/wp-content/uploads/2023/06/Bulk-update.png)
Make Bulk Updates
As a agent or supervisor Select multiple tickets from a view and make bulk changes of status, tags, priority assignment, etc.
![](https://www.eservecloud.com/wp-content/uploads/2023/06/Customizable-Attribute.png)
Customizable Attributes
Add customs attributes to your tickets to store data specific to your business. Use these attributes in segmentation, business rules and for viewing
![](https://www.eservecloud.com/wp-content/uploads/2023/06/Smart-Notification.png)
Smart Notifications
Enable default notifications or create your own message templates. Trigger business rules to send notification based on various events
![](https://www.eservecloud.com/wp-content/uploads/2023/06/Disposition-Code.png)
Wrap-up and Disposition Codes
Categorize all ticket resolutions with pre-defined disposition codes for insights into support performance
![](https://www.eservecloud.com/wp-content/uploads/2023/06/mention.png)
Private Notes with @Mentioned
Mention colleagues in private notes to solicit feedback on your open issues. Colleagues get notified and can respond
Shared Omni-Channel Inbox
All customer conversations and details in one shared inbox
- Customer requests from all channels brought into one inbox
- View customer details including profile data, journey info, data from integrations
- Create views to bring forward specific work items – e.g. my work, share with team etc.
- Integrated productivity tools help agents quickly resolve issues
![](https://www.eservecloud.com/wp-content/uploads/2023/06/2.-Shared-Omni-Channel-Inbox.png)
Collaborative Ticketing
Tools to help teammates to work together on issues
- Assigned and unassigned work items can be viewed and shared with all team members.
- Agents can add “followers” to create an ad-hoc team for collaboration
- Agents “mentioned” in private notes receive pings and can respond with suggestions
- Create tasks and assign to team members to share workload and jointly work on customer issues
![](https://www.eservecloud.com/wp-content/uploads/2023/06/3.-Collaborative-Ticketing.png)
SLA Management
Set and monitor the standards for your support performance
- Create different types of SLA policies for ticket types, customer or channel types e.g., social, email or chat
- Automatically track time, remind agents of approaching violations, save adherence data with ticket
- Setup SLA workflows to send notifications, escalations and assignment changes etc.
- Save SLA adherence data with the ticket record and monitor performance in the SLA dashboard
![](https://www.eservecloud.com/wp-content/uploads/2023/06/4.-SLA-Management.png)
Automation & Workflows
Automate repetitive work and free agents for complex tasks
- Use library of pre-build (timed and triggered) business rules to off-load repetitive work items
- Create new automation flows using graphical flow designer
- Respond faster using macros with placeholders for customer variables
- Send automated notifications with customized message templates
![](https://www.eservecloud.com/wp-content/uploads/2023/06/5.-Automation-Workflows.png)
Customizable Ticketing
Make it your own ticketing with your data and workflows
- Add custom attributes to collect your business data in ticket and customer records
- Setup workflows to act on ticket changes and smart notifications to keep parties informed of changes
- Customize views to segment tickets for prioritized handling; setup detail cards to display your information
- Enable AI to automatically categorize and prioritize tickets based on the customer queries
![](https://www.eservecloud.com/wp-content/uploads/2023/06/6.-Customizable-Ticketing.png)
Leverage contact-center like communication services
![](https://www.eservecloud.com/wp-content/uploads/2023/06/intelligent-routing.png)
Intelligent routing
Route calls to teams based on customer intent and pre-chat forms. Use round-robin or skill-levels to select agents.
![](https://www.eservecloud.com/wp-content/uploads/2023/06/Communication-Services.png)
Agent Presence
Agents declare availability by setting their presence – available, busy, on-break or away. Only available agents can receive synchronous connections
![](https://www.eservecloud.com/wp-content/uploads/2023/06/Ticket-for-All-Channel.png)
Ticket Assignment
Asynchronous messages such as email or SMS/WhatsApp can be assigned to agents regardless of their availability
![](https://www.eservecloud.com/wp-content/uploads/2023/06/Powerfull-quinning.png)
Powerful Queuing
Chat requests can be queued when all agents are busy. Customizable waiting messages are sent to customers. On timeout, customers can be re-routed to other queues
![](https://www.eservecloud.com/wp-content/uploads/2023/06/quing-business-hours.png)
Queue Business Hours
Set locale and business hours for each queue or agents with rules for handling out-of-hours messages of business
![](https://www.eservecloud.com/wp-content/uploads/2023/06/Wait-time-messages.png)
Wait Times & Wait Messages
Enable default notification or create your own message templates. Trigger business rule to send notification based on event.
![](https://www.eservecloud.com/wp-content/uploads/2023/06/Conferencing.png)
Conferencing System
Allows agents to bring advisors or supervisors into the conversation for consultation or jointly working on the issue to solve customers problem
![](https://www.eservecloud.com/wp-content/uploads/2023/06/WarmCold-transfer.png)
Warm & Cold Transfers
Send the customer to another team or queue by transferring the conversation. Use warm transfer to consult first.
Ticket Analytics
Measure and improve your customer service performance
- Use built-in reports to monitor your helpdesk productivity
- Ticket dashboard lets you select KPIs, charts and tables to visualize support performance
- Build custom dashboards from library of pre-configured widgets or create your own visualizations with no-code tools
- Share dashboards across teams to make your help center data performance driven
![](https://www.eservecloud.com/wp-content/uploads/2023/06/Overview-Dashboard.png)
Our Clients
![](https://www.eservecloud.com/wp-content/uploads/2023/07/Ascendum_Logo.jpeg)
![](https://www.eservecloud.com/wp-content/uploads/2023/08/accenture-logo-672x284px-336x142.png-1.png)
![](https://www.eservecloud.com/wp-content/uploads/2023/08/Cisco-eServeCloud.png)
![](https://www.eservecloud.com/wp-content/uploads/2023/08/client6-1.png)
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