Features
Everything kDesk does, page by page
Every feature has its own page: what it does, how it works, what you can do, the most frequent questions. Deep dives sit under the feature they belong to.
kDesk overview
Receiving requests
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Inbound channels
Requests come in by themselves
The client writes as they always have, to the address they already know, or fills in a form on your website. kDesk turns every message into a ticket, confirms receipt in their language and attaches later replies to the same thread.
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Extension
Request area for clients
With the Request area, anyone who has written to you finds all their cases on a single page: the status of each one, your replies, the attachments. They sign in with their email and a six-digit code, with no account and no password to remember.
Solving them as a team
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The ticket
Working a ticket
Whoever takes on a ticket says so with one click, and from then on everyone knows whose it is. Status, priority, the exchange with the client and the team’s notes sit on the same page: nobody has to piece the story together from a chain of forwards.
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Organisation
Areas, mailboxes and categories
Technical support, accounts, sales: in kDesk every department is an area with its own people and tickets. Mailboxes and forms know which area requests should start in, categories sort them, and everyone sees only what concerns them.
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Response times
Response times (SLA)
“We reply within four working hours and close within three days.” In kDesk that sentence becomes a deadline written on every ticket as soon as it arrives, calculated on your hours and your closing days. The list shows how much time is left; once it’s done, whether the promise was kept.
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After the reply
Reminders, closure and satisfaction
A ticket brought back on the right day, one that has been sitting too long showing up again, resolved tickets archiving themselves and a customer telling you in one click how it went. kDesk follows the part of the work that usually gets lost: the part after the last reply.
Keeping everything under control
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Views and trends
List, board and trends
A list to work through, a board to move things along, a summary for the morning meeting and trends to see whether support is keeping pace. Four views of the same tickets, always counting the ones you can see, and never more.
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Who writes, and what you send them
Customers, documents and senders
Every incoming email comes with a hint: known customer, newsletter, sender never seen before. Whoever writes ends up in the customer list on their own, with their history. And the price list, guide or form you send ten times a day is attached in one click, always in its latest version.
Alex