Trakdesk

Additional features

Ticketing System

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

Multichannel Support

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

Email-to-Ticket Conversion

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

Gamification

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

Knowledge Base

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

Customer Support Portal

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

Event-Triggered Automations

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

Time-Based Automations

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

Macros

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

Canned Responses

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

Agent Collision Detection

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

Time Entry & Billing

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

Reporting and Analytics

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

SLA Management

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

Ticket Scheduler

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

Customizable Ticket Forms

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

Bulk Actions

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

Ticket Linking & Merging

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

Split Tickets

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

Email Commands

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