Features
Everything you need to build better customer relationship
TICKET MANAGEMENT
Built for your services, your tickets, your customers, your team.
Easily assign ticket to another or department with few click.
Ticket Status
Assign the ticket to another agent or department.
Internal Notes
Add internal notes to tickets for staff view only.
Canned Response
Work smart by creating a canned response for tickets.
Merge Tickets
Merge tickets created by same customer and reduce chaos.
Bulk Edit Option
Avoid repetitive actions and take multiple actions at once.
Ticket Attachment
Let your customers start attaching files and documents to a ticket.
Ticket Priorities
Set priority on each request to resolve most important problems first.
Activity Log
Keep track of full support history of every customer.
Collision Detection
See who is working on the same ticket to avoid duplicate responses.
Email Signature
Create signatures that suits for your team and organization.
Ban Email ID
Permanently block specific email addresses from sending you emails.
Department Access
Put Restriction on staff access to certain departments so they can access tickets under departments assigned to them.
Multiple Mailboxes
Support multiple department from same dashboard and have incoming mails converted to tickets.
Ticket Forwarding and CC
You can involve members who are registered or not registered as agents in Dwike Helpdesk in your support threads simply by add CC.
Service Level Agreement
Define your SLA and deliver it within committed timeline
Custom Forms
Collect customize data from users while submitting a ticket to help get straight to the issue.
Custom Outgoing Settings
Apply custom SMTP settings to your Mailbox to keep records on your own server.
Export Tickets
Export individual ticket to pdf
Help Topic
Help Topic allows you to separate incoming requests into dedicated tickets queues.
KNOWLEDGE BASE
Make it easy for your customers to find what they want
Powerful Search
Search solutions quickly with relevant keywords.
Article Sections
Organize knowledge items by adding sections under general topics.
Publish & Draft
Flag article visibility to published and draft for internal and external use.
Article Rating
Improve your articles by letting your customers rate on the usefulness of each article.
Works Everywhere
Access the knowledge base article from any device so that customer can receive support on the go and save the time to reach out to your agents.
Custom Page
Dwike Helpdesk allows you to add unlimited custom pages to any of your themes, setup a unique URL for each page.
Article Rating
Improve your articles by letting your customers rate on the usefulness of each article.
REPORTS
Increase the visibility of real time business operations
Average Resolution Time
See how long it takes to solve your customers problem, start to finish.
Daily Reports
Get report summaries in your mailbox, using the scheduled reports feature.
Average Response Time
Track how long it takes your team to get started on a customer’s request.
Dashboard
At-a-glance chart provides an instant overview of your helpdesk’s service fulfillment.
Customer Satisfaction
Get instant feedback on how your customers feel about the support they get.
Ticket Inflow
Track ticket inflow distribution by source, helptopic and status, get a bird’s-eye view of all ticket in your support queue.
