EvantoDesk

This feature ensures team clarity by making it easy to know who is viewing a specific customer request. The collision detector instantly alerts all agents if more than one person is viewing the ticket simultaneously. Furthermore, the software instantly notifies agents if a colleague is actively typing a reply, forwarding the ticket, or adding an internal note.

EvantoDesk software utilizes a clean and simple layout to manage customer inquiries effectively. Users can efficiently deal with tickets by inserting pre-written canned responses and looping colleagues into discussions using internal notes and @mentions. The platform also enables the use of powerful workflows to speed up the overall ticket processing time.

The platform increases team productivity significantly by allowing the execution of various automated actions on tickets in the background. For example, users can set up rules to automatically assign a ticket to a specific agent and set its priority level to urgent, based on the customer’s email domain. This automation streamlines ticket handling.

Users can respond to tickets and perform actions directly from their personal email inbox, which is useful if a customer emails them directly. The software allows agents to simply forward a direct customer email to EvantoDesk to create a new ticket. Including assign, note, and reply commands enables automated processing of that forwarded ticket.

The software helps businesses deliver outstanding support by offering a customer survey plug-in. This feature allows teams to gather feedback on their service. Additionally, it fosters internal motivation and competition among the team, as members can compete to become top of the ‘support hero’ league table.