From customer request submission to disclosure

Integrate information, processes and correspondence

Ticket Management
Customer Portal

Focus on Collaboration and Consistency

Scopedesk provides ticket management on both sides of the help desk. The powerful and easy-to-use features allows permanent collaboration with customers, while team members with the appropriate access permissions perform service and support tasks from the browser of any web-connected computer.

Multiple ticket queues

Allow a single point of access to customers keeping tickets organized according to your internal structure. The ability to assign agents and queue managers to each queue allows ticket management carried out by separate teams.

Predefined ticket actions

The built-in set of ticket actions allows you to respond to tickets using separate action forms with a few clicks. The ticket actions are included as part of the core framework to spare the user from having to reinvent the same functionality over and over again.

Full ticket history

Every time a ticket change occurs, all actions and their results are automatically recorded, such as ticket replies, notifications and system messages.

Email notifications

Based on the Workflow notification rules, your customers, agents, and managers are automatically notified whenever a new event has occurred.

Internal notes

Add instructions, thoughts or insight to tickets for yourself or discuss with your team members. Optionally send notifications to a co-worker for follow-up or add the entire information to email.

Bulk actions

With bulk action feature, you can apply a single action to numerous tickets with a few clicks of the mouse, without moderating tickets one by one.

Export and print

Export all tickets or any part of the ticket list to an export file in CSV, PDF, RTF or XML format.

Billable time tracking

The duration of each action is monitored (in minutes), ensuring that managers know how much time is spent on each request or a ticket.

Ticket list flags

Each ticket in the list include quick preview icon and flags that indicates that a ticket has an internal note, attachment, creation channel or starred flag.

Full text search

Search all tickets across the selected queue or the entire ticket database. Organize the list with default filters or your own queries.

Canned replies

Quickly choose and send commonly-used text snippets in ticket replies or internal notes.

Ticket tags

Enable the classification and categorization of support tickets with one or more keywords. Select and configured tags according to your internal classification scheme, and eventually search for them through the entire ticket list or use for processing and reporting purposes.

Provides consistent answers to customer questions

The dedicated self-service portal enriches customers’ experiences and results in a reduction of overall costs and increased customer loyalty. By enabling customers to easily log tickets and check on the status, the portal improves the productivity of your team members and reduces the total cost of service delivery.

Self registration with approval

Guest users may run procedures to register and request access to your account. The self-registered account requests are optionally routed for approval.

Maintain user profiles

Depending on the permissions set by the account administrator, users have the ability to edit and update their contact information, profile picture, and more.

Customer groups

Group customers by their company, agreement or product and allow them the same resources within the system. For each group determine a Customer manager with permissions to manage tickets created by members of the group.

Summary activity

Provide information to users on their recent and past activity, ticket submitted and its solutions with interactive charts.

Search and browse Knowledgebase

The customer area offers the user the choice to browse the articles in the knowledge base, or search based on keywords entered.

Permission-based category access

Assign knowledge base access permissions to each customer group and set them to be either visible or private.

Most popular and most recent articles

List the most popular knowledgebase articles and answers according to user votes and also the latest published articles.

Rate ticket solutions

Capture user’s rates on the ticket replies so you can refer how customers are satisfied with your answers and solutions.

Reduces help desk load with automated actions

A simple to manage, but powerful workflow engine allows automation of help desk process to deliver consistent, reliable and superior service to both internal and external customers. On the other side, the intelligent ticket solution engine provides solutions for user’s inquires by analyzing previous tickets’ data in an intelligent and automated way.

Customized rules and conditions

By setting different rules for individual customer or customers’ groups you can dictate the level of service required for a given customer to prioritize, escalate tickets to a higher service level or meet specific SLA.

Intelligent ticket solutions

Reduce dependency on memory recall with automated query response that leverage both ticket’s data base and the knowledge base in search for appropriate solution.

Scheduled actions

Define automated actions such as notifications, escalation in priority, change in status, and reassignments to be initiated when service standards and time-based commitments are at risk. Set multiple escalations actions triggered by a cron job when certain conditions are met.

System and Custom rules with filters

For each Customer or Agent action (Submit a new ticket, Reply, Close, Move), set the System workflow rule, or identify a set of unique rules and automated actions for each specific ticket topic, subject, customer or customer groups, assigned agent, customer email address, keyword from the ticket Message, etc.

Instant details about help desk activities

With valuable data at your fingertips, you’ll get a comprehensive and integrated real-time view into the service management data of your daily operations. Get reports on all help desk activities based on queues, agents, customers customer groups and submission channels with virtually any dimension of data: unresolved high-priority tickets, number of tickets per customer, average resolution time, estimated vs. actual time taken, etc.

Analytic reports for managers

Reports play a vital role when it comes to service management solutions. Tickets that are opened, closed, or overdue at any time; the SLA violations that have happened; and who is sending the highest number of requests can all be known from the ready-made reports.

Report Builder

Report Builder is a reporting tool that allows you to customize the layout of the report data by choosing the columns that your are interested in, applying filters, highlighting, and sorting. Define breaks, aggregations, computed columns and include a chart of the query results.

Export data

Export reports to CSV, PDF, RTF and XML data format, which allows you a flexible way to print or transfer data.

Save customized reports

Save customized reports for future use and provide a name and optional description.

Column sorting and filtering

Perform actions just by clicking on a column heading. This allows for sorting, hiding, and the ability to create a quick filter.

Data selection

Modify the ticket list columns and make them either displayed or hidden. Reorder the displayed columns and adjust to your needs.

Customizes to your business profile and size

There has been a conscious effort to minimize feature overload and resulting complexity with the Scopedesk offering. While the functional capabilities are deep, end users and agents have been kept in mind through the development process.

Appearance and localization

Add your own logo and custom text in just a few mouse-clicks. The appearance section allows you to set background themes and the login page. Adjust the time correction and set your preferred date/time format.

Private or public help desk

Close the entire site to anonymous visitors, or allow visitors to access selected resources without having them sign in: Ticket submission form, Public knowledge base articles, Self-registration form.

Email templates

Predefine layouts of email notifications using a set of variable placeholders, such as ticket subject and ID, date created, customer name, etc.

Custom form fields

Use predefined form fields or custom form fields to capture information in the submission forms: text field, select list values and check-box.

Bulk import customers

Easily add multiple users to account and provide them with the login credentials. Simply give it a list of the customer records in CSV format, and it does the rest.

Search and export customer list

Search the entire customer list and export data to CSV, PDF, RTF or XML format.

Floating feedback button

The floating tab widget floats a feedback button at the right hand side of web page and invokes a popup form with ticket submission form and knowledge base articles to the center when it is clicked.

Ticket ID

Customize format and appearance of ticket ID number that is displayed to users in email notifications and the portal.