Trakdesk

A centralized platform for tracking, prioritizing, and managing customer inquiries throughout their entire lifecycle.

Connects various communication streams including email, SMS, and social media (Facebook/Twitter) into one dashboard.

Automatically transforms incoming customer emails into support tickets that are routed and assigned based on predefined rules.

Integrates game mechanics like leaderboards, badges, and points to boost agent morale and productivity.

A self-service repository for articles and FAQs that allows customers to find answers independently.

A secure, brandable gateway where clients can submit new tickets, track existing ones, and access help articles.

Executes specific actions automatically when certain events occur, such as alerting a manager when a customer replies.

Performs hourly checks on tickets to execute tasks like sending reminders for pending issues or closing inactive tickets.

Pre-configured sets of instructions that perform multiple ticket updates simultaneously to save time on repetitive tasks.

Stores predefined templates for common questions that can be inserted into replies with dynamic placeholders for personalization.

Provides visibility into which team members are currently viewing or working on a specific ticket.

Allows agents to log the exact time worked on tickets and set up multiple billing rates for client invoicing.

Generates detailed insights and visual dashboards to measure team performance and customer satisfaction.

Monitors service level agreements and triggers escalations or notifications to ensure timely resolutions.

Creates recurring tickets automatically based on a set frequency (daily, weekly, etc.) for scheduled tasks.

Offers drag-and-drop tools to create dynamic forms with unique inputs for different products or services.

Enables agents to update or manage dozens of tickets simultaneously with a single click.

Combines duplicate tickets into one or links related tickets in parent-child relationships for better organization.

Allows agents to break a new issue reported in an old thread into a separate, independent ticket.

Enables agents to update ticket properties or assignments by including specific text commands in their email replies.